How does Visualizer help with customer journeys?
The query ability of Visualizer allows you to filter views to isolate by any Key Value Pair in the data set. A customer journey can be isolated by querying on a ConnID. That will isolate the path taken across all DNs and all switches for an interaction. A customer journey can be isolated on a KVP of a unique customer identifier that will pull back all interactions for that customer with the time frame of the data set. You would see if an outbound call left a message, then the customer initiated a chat in response then maybe called into the contact center to finish a transaction. This encapsulates the results of their multi-channel experience.