View the interaction flow

To have a better understanding of all the events that took place during a digital interaction, you can access a visual representation diagram that shows the end-to-end journey of an interaction. The interaction flow displays detailed information that you can use to improve customer experience and drive professional growth for agents.

To view the interaction flow for a digital interaction:

  1. In the Customer Experience application, click to open the Digital Channels report page.
  2. If looking for specific interactions, apply the necessary filters, and click Submit.
  3. On the display page, click or double-click a row in the table to open the interaction flow window.

To return to the interactions on the display page, click the Close button on the top right corner of the interaction flow window.