Launching a Customer Experience journey map from Quality Management/Speech Analytics

Objective

View the journey map for an interaction one is looking at in Quality Management/Speech Analytics

Applies To

• Quality Management / Speech Analytics 5.10 users on or after December 15, 2021
• Phone interactions which came into a Contact Center channel or were made from the Contact Center Agent Console and were handled by contact center agent

Procedure

1. Launch Quality Management / Speech Analytics from the Application Panel
2. Find an interaction you wish to look at in the Interactions search area of Quality Management / Speech Analytics
3. Bring up the interaction details by clicking on the interaction
4. Look for the View map link in the Journey map section near the top of the Interaction details section