Contents

Journey Map

Requirements: Some Journey Map functions are available only if you have the appropriate licenses and security rights. For more information, see Journey Map Licensing and Rights.

Journey Mapping is a history of interactions between PureConnect client users and outside contacts. It tracks various types of interactions (phone, fax, email, web chat.)

Use Journey Mapping to:

View an interaction history related to your currently selected interaction.

The Related Interactions tab of the Journey Map view can include past interactions with the current caller, or with anyone in the caller’s organization or with anyone at the same location.

View the details of any interaction listed in the Related Interactions tab of the Journey Map view.
Play a recording, if one exists, of any interaction listed in the Related Interactions tab of the Journey Map view.
Match your current interaction to a contact if the match does not occur automatically or if more than one possible match is found.
Add a new contact or organization to the Journey Mapping database.

Journey Map Licensing and Rights

Journey Mapping in Interaction Connect uses the same database as the Interaction Tracker feature in Interaction Desktop. The following licenses, Access Control Rights, and Security Rights are required for Journey Map features.

Note: The Tracker Administrator Security right gives you all of the Tracker Policy rights. Contact your CIC administrator if you need a Tracker license or additional rights.

Your company must have a Tracker Feature license in order to create and maintain the Tracker database of interaction histories, contacts, organizations, and locations.
You need a Tracker Access license to:
- Find a Contact or Find an Organization.
- Display the Journey Map view.
  
  Note: You also need the Customize Client Security right control to add views to Interaction Connect.
To Play Back a Recorded Interaction, you need a Tracker Access license and a Recorder Client Access license. The CIC administrator must also assign you an Interaction Recorder Policy with the rights to play recordings and retrieve recordings.
To add or modify contacts and organizations, you need a Tracker Access license and the appropriate Tracker Policy Security rights.
The Related Interactions Page Security right and Customize Client Security right control whether you can display the Related Items View.
The View History Users Access Control right determines whose interactions appear in the Related Items view. Additionally, you need the View Other People’s Private Interactions Security Right to view other users' private interactions in the Interactions tab. The CIC administrator can grant you rights to the interactions belonging to all or selected users.
The Tracker Policy Security rights control which Tracker functions are available to Interaction Connect users.

Recording License and Rights

To play back a recorded interaction, you need the Recorder Client Access license. You also need to be assigned an Interaction Recorder Policy with the rights to play recordings and retrieve recordings.