Journey
The Journey tab lets you configure which identifiers build a unified timeline for each customer.Key Features
- Choose the parameter names used to link interactions together. Select which parameters (e.g., CISAccountNumber, ContactId) are used to associate conversations with the same customer.
- Save identifier configuration changes instantly. Click Save to apply your changes.
- Run backfill to apply customer journey mapping to historical data. Click Backfill to retroactively link past conversations using the updated identifier configuration.
Contact History Params
The Configs section displays the currently selected parameters used for customer identification. Use the dropdown to add or remove parameters as needed.Internal Contacts
The Internal Contacts tab lets you manage the internal phonebook used by call center workflows and tools.Key Features
- View all configured internal contacts in one list. See every contact with their name and phone number.
- Create new contacts for teams, agents, or escalation paths. Click the Create button to add a new entry.
- Remove outdated contacts quickly from the same screen. Use the delete icon to remove contacts that are no longer needed.
Contact Properties
| Property | Description |
|---|---|
| Name | The display name of the internal contact. |
| Phone Number | The phone number to reach the contact. |
Do Not Call
The Do Not Call tab lets you maintain a suppression list to block prohibited outbound calls.Key Features
- Add individual numbers or bulk upload from CSV/TXT. Click Add Numbers to add phone numbers to the suppression list.
- Review all suppressed numbers and when they were added. The list displays all numbers currently blocked from outbound calling.
- Delete entries when they should be re-enabled for outreach. Remove numbers from the list to allow outbound calls again.
Skills
The Skills tab lets you control skill definitions used for routing, assignment, and queue behavior.Key Features
- Create and maintain skill definitions. Click the Create button to add a new skill.
- Review active skills in a searchable tabular list. View all skills by name.
- Delete skills that are no longer needed by operations. Use the delete icon to remove outdated skills.