Conversation Journey

A Conversation Journey is a sequence of sessions that together represent a single customer interaction. It maps the customer’s path from the initial entry point (such as an IVR), through queueing systems, and ultimately to one or more live agents.

This article covers the following components of a Conversation Journey:

• Conversation Summary
• Conversation Details
• Conversation Timeline
• Related Events & Tests

Conversation Summary

The Conversation Summary is the first section displayed when a Conversation Journey is selected. It provides high-level information about the overall interaction. 

• Nectar Score and MOS Score quantify the overall quality of the conversation. Each individual call leg also has its own Nectar Score.

• Start Time, End Time, and Duration indicate when the call occurred and how long it lasted.

• Calling and Called Numbers identify the participants in the interaction and allow for easy investigation of related calls associated with each number.

Conversation Details

Conversation Details is a collapsible set of panels, where each panel represents an individual call leg.

For each leg:

• Nectar Score and MOS Score measure call quality
• DXP Labels (e.g., Agent, ACD, IVR, Customer) identify the role of each segment
  
• Disconnect Type and Segment Type help clarify how the call progressed

Clicking on any call leg will redirect you to a detailed session view for that specific leg.

Conversation Timeline

The Conversation Timeline provides a clear visual representation of the full call path, making it easy to understand how the interaction progressed. 

Analyzing the example above:

1. The initial Genesys session (customer calling into the contact center) spans the duration of the entire Conversation Journey.
2. The IVR answers first and interacts with the customer for 1 minute and 44 seconds 
3. The call is then transferred to the "Rx Medicare" ACD queue, where it waits for 5 minutes
4. Next, Agent 1 answers the call. This leg is yellow, indicating a Nectar Score below 80 and moderate quality issues
5. The call is transferred again to the "Rx Govt PA" ACD queue for 11 seconds.
6. Lastly, Agent 2 answers the call. This leg is red, indicating a Nectar Score below 60 and serious quality issues

Any leg in the timeline can be selected to view additional details.

Related Events & Tests

The final section of a Conversation Journey includes Related Events and Related Tests.

This section displays any relevant system events or Endpoint Client (EPC) tests that occurred during the conversation, providing additional context for troubleshooting and analysis.