{"id":9833,"date":"2026-08-29T08:49:41","date_gmt":"2026-08-29T08:49:41","guid":{"rendered":"https:\/\/wiki.xontel.com\/?post_type=manual_documentation&#038;p=9833"},"modified":"2026-08-29T09:00:58","modified_gmt":"2026-08-29T09:00:58","slug":"customer-journey","status":"publish","type":"manual_documentation","link":"https:\/\/wiki.xontel.com\/ar\/documentation\/xontel-platform\/call-center\/call-center-v-2-x-x\/contacts\/customer-journey\/","title":{"rendered":"Customer Journey"},"content":{"rendered":"<p class=\"wp-block-paragraph\">The <strong>Customer Journey<\/strong> section is used to review a contact\u2019s interaction history within the Call Center system. It allows users to view contact details, recent activities, and communication records from a centralized interface.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This section helps administrators understand how each contact has interacted with the Call Center across calls, tickets, and other supported communication channels.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large image-border\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"445\" src=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/08\/image-24-1024x445.png\" alt=\"\" class=\"wp-image-9835\" srcset=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/08\/image-24-1024x445.png 1024w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/08\/image-24-300x130.png 300w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/08\/image-24-768x334.png 768w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/08\/image-24-1536x668.png 1536w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/08\/image-24-18x8.png 18w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/08\/image-24.png 1564w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Last Activity<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The <strong>Last Activity<\/strong> section displays the most recent interactions associated with the selected contact.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The list includes the following information:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Type<\/strong>: Displays the type of interaction, such as an incoming call or ticket.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Activity<\/strong>: Displays the result, status, or description of the interaction.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Date<\/strong>: Displays the date and time when the activity occurred.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">All Interactions<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The <strong>All Interactions<\/strong> section provides a summary of the contact\u2019s communication activity across supported channels.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Inbound Calls<\/strong>: Displays the total number of inbound calls associated with the contact.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Outbound Calls<\/strong>: Displays the total number of outbound calls associated with the contact.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Tickets<\/strong>: Displays the total number of tickets associated with the contact.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Web Chat<\/strong>: Displays the total number of web chat interactions associated with the contact.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large image-border\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"497\" src=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/08\/image-26-1024x497.png\" alt=\"\" class=\"wp-image-9837\" srcset=\"https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/08\/image-26-1024x497.png 1024w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/08\/image-26-300x146.png 300w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/08\/image-26-768x373.png 768w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/08\/image-26-1536x746.png 1536w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/08\/image-26-18x9.png 18w, https:\/\/wiki.xontel.com\/wp-content\/uploads\/2026\/08\/image-26.png 1540w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" 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