Build a Journey

This section shows how to build a journey using:

• Journey-level filters that apply on all IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. interactions within the defined date range that contain the selected filters

• Specific steps in a business process using the following filters:

  • Scripts - business flows defined in the CXone Mpower Studio scripts

  • Events - events that are part of the scripts

  • Attributes - a list of seven attributes to choose from such as skill An employee's area of expertise. A skill can be fluency in a specific language or business skills, such as sales or technical support., point of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address., end reasons, abandoned

Add Journey-level Filters

1. In the Journey Manager, click New Journey.

2. Enter a Journey Name.

3. In Search to add filters, select the required filters, for example, you can select Script, and then Billing. The journey filters on all IVR records containing the skills you selected.

   If you select to filter on a script, select Script Name from the dropdown list and then a script, or drag a script from the Event Analysis grid.
   

4. Keep adding filters as required.

Define Steps for a Business Process

To gain further insights into the journey, you can define steps for a business process in the journey using filters such as scripts, events and attributes. Decide what type of information you want to see for each step, such as events, attributes or a specific script for a business flow.

1. In the first step, hover over to select the step type:

   • Starts with: Includes journeys that start with selected events – Relevant only for Step 1

   • Includes: Includes journeys that include the selected events – Relevant to any step in the scenario

   • Ends with: Includes journeys that ended with the selected events – Relevant only for last step

2. Click in the Type to add journey filters field and select the required filter, for example, the Billing Process event. You can also drag an event into the step from the Event Analysis grid.

   If no filters are selected for a step, then the default is to filter on 'Any', meaning it filters on all scripts, attributes and events.

3. Click plus to add a second step. Step type Includes is selected automatically.

4. Select the required navigation between the steps:

   • Direct: Customers move directly from one step to the next step

   • Indirect: Customers move to one or more step before moving to the next defined step in the process.

     If no selection is made, then the default is to use both options.

5. Click in the Type to add journey filters field and select the required filter.

6. Click the plus sign to add another step and select step type, Ends with.

7. Repeat the process to add events or attributes to this step.

8. When you are finished adding steps, click Save to save the journey. The new journey is added to the Journey Manager dashboard. Journey results are updated within the next 24 hours. See Journey Manager.

Filters and Attributes for Building Journeys

Add an Alert to a Journey

After you create a journey, you can add an alert to receive a notification when the completion rate fails to meet the configured target.

Click Options next to a journey and select Alert Setup. Enable the alert, enter the completion rate when the alert should trigger, select the Users to be notified, and click Save. The alert threshold is always calculated for all data in the journey date range. While setting up an alert, you can also:

• Specify whether the alert should be sent every Day or Week.

• Enable the mode of receiving alerts—Application, Email.

You can modify the alert whenever you want. However, you cannot delete the alert. Disable an alert that you no longer want to use.

The configuration for journey alerts is the same for all users. Users with Admin permissions can define and access the Alert Setup option.