Qodex.ai

4. Customer Journey

Number of APIs: 16

Avaya Experience Platform™ Customer Journey helps identify a user and track their engagement with the contact center. This helps an Agent to better serve the user and allows the contact center to build a good user experience.

Avaya Experience Platform™ Customer Journey provides REST APIs that allow applications to:

  • Query a customer’s engagements to visualize a customer’s journey through the contact center.

  • Export Journey and Engagement data into external systems like a CRM system.

  • Build the identity of a customer through out-of-the-box identifiers like phone number, email address, and account ID or through custom identifier types defined via the Administration portal. The identifiers are used to query a customer’s journey.

  1. Engagement - List Engagements GET https://{{axpAPIDomain}}/api/journey/v1/accounts/:accountId/engagements?pageSize=10&pageNumber=1&engagementIds=b9da2450-415c-46ff-af58-0c3f39aee204

  2. Engagement - Get Engagement GET https://{{axpAPIDomain}}/api/journey/v1/accounts/:accountId/engagements/:engagementId

  3. Engagement - Create Engagement POST https://{{axpAPIDomain}}/api/journey/v1/accounts/:accountId/engagements

  4. Engagement - Update Engagement POST https://{{axpAPIDomain}}/api/journey/v1/accounts/:accountId/engagements/{{engagementId}}:update

  5. Engagement - Append Identifiers POST https://{{axpAPIDomain}}/api/journey/v1/accounts/:accountId/engagements/{{engagementId}}:appendIdentifiers

  6. Journey - Search Journeys POST https://{{axpAPIDomain}}/api/journey/v1/accounts/:accountId/journeys:search?pageSize=10&pageNumber=1

  7. Journey - Unlink Identifier POST https://{{axpAPIDomain}}/api/journey/v1/accounts/:accountId/journeys:unlinkIdentifier

  8. Identifiers - Create Identifier POST https://{{axpAPIDomain}}/api/journey/v1/accounts/:accountId/identifiers

  9. Identifiers - List Identifiers GET https://{{axpAPIDomain}}/api/journey/v1/accounts/:accountId/identifiers

  10. Identifiers - Get Identifier GET https://{{axpAPIDomain}}/api/journey/v1/accounts/:accountId/identifiers/:identifierId