Journeys

The Journeys tab in the Insights section of Agent Builder provides analytics based on the evolution of a contact's The person interacting with an agent, IVR, or bot in your contact center. intent during a conversation. You can follow the flow of a conversation from beginning to end and see every intent along the way. This can allow you to identify trends and improve your Mpower Agent's A virtual agent created with CXone Mpower Agent Builder that can handle voice or chat interactions. performance.

View Your Journeys

1. In CXone Mpower, click the app selector and select Agent Builder.

2. Click the Mpower Agent you want to work with.
3. Click Insights in the left icon menu.
4. Click the Journeys tab.
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On the Journeys tab, you can:

• Filter the data by date, channel Various voice and digital communication mediums that facilitate customer interactions in a contact center., tags, and intents The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish..
• Click an intent at any spot in the Journey to create a search query that shows all relevant conversations. You can then click Manage Search and enter a name for the query to save it for future use.
• Refresh the data to bring in the newest information.
• Reset the filters to their default values.