Journeys
The journeys tab provides analytics based on the evolution of a customer's 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 bot's performance.
To view your journeys:
-
En CXone, haga clic en el selector de aplicaciones
y seleccioneCreador de bots.
- Click the bot you want to work with.
- Click Insights
in the left icon menu.
- Click the Journeys tab.
On the Journeys tab, you can:
- Filter the data by date, channel
Una forma de que los contactos interactúen con agentes o bots. Un canal puede ser de voz, correo electrónico, chat, redes sociales, etc., tags, and intents
El significado o propósito detrás de lo que dice/escribe un contacto; lo que el contacto quiere comunicar o lograr.
- 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.