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:
-
在 CXone 中单击应用程序选择器
并选择机器人生成器. - 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
联系人与坐席或机器人交互的一种方式。通道可以是语音、电子邮件、聊天、社交媒体等。, tags, and intents 联系人所说/输入内容背后的含义或目的；联系人想要沟通或完成的内容. - 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.