Context Service

Customer Omnichannel Journey History for Agents

Use case projects demonstrate using Context Service to create a better customer experience.

This project demonstrates using the omnichannel interactions stored in Context Service to show agents the customer's journey across diverse applications.

Prerequisites

This example project requires CVP Call Studio.

Download Project Files

Download the DevNet CVP sample code repository. The Customer Omnichannel Journey project files are in the CustomerJourney folder.

Project Call Flow

This project contains a call flow that demonstrates the customer journey:

  1. The script looks up a customer using their home phone number, work phone number, or cell phone number.

    If a customer is found:

    • The lookup returns a unique customer record.
    • The customer is greeted by name.
    • A new activity is created and associated with the customer.

    If the lookup returned no customers or multiple customers:

    • The lookup does not return a customer record.
    • The customer is greeted without a name.
    • A new activity is created, but not associated with a customer.

    If the lookup results in an exception:

    • You are allowed two more retries. After two retries, the customer is greeted without a name. A new activity is then created, but not associated with a customer.

  2. The script saves the POD ID to the POD.ID ECC variable.

  3. An agent answers the call on the Cisco Finesse agent desktop. The new activity opens on the agent desktop.

    If the activity is associated with a customer:

    • The customer details are shown on the agent desktop.
    • Previous customer journey information is shown on the agent desktop.

    If the activity is not associated with a customer:

    • The agent can enter customer details in a new customer record.

Get Started

Import the CustomerJourney folder that you downloaded into CVP Call Studio as an existing project.

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