Customer Journey or 'Conversation' scoring allows you to quickly and efficiently evaluate multiple interactions which have taken place (potentially by multiple Employees) within a single customer journey, from initial contact to resolution.

A Customer Journey may involve multiple channels over the course of the interactions e.g. chat, email and phone, where you want a single overall score for the total conversation or journey, made up of separate channel scores.

Customer Journey can be used with any of your existing Scorecards. When a score is completed for an Employee, the "Score Next" radio button can be clicked to expose a dropdown allowing another Employee from within the same Group to be selected. Select the next Employee you would like to score and click "Finish Scoring" to be taken to the scoring page with the selected Employee in view

In addition, clicking "Copy Data Fields from Score" will pass the 8 primary header values through to the next score you create, minimizing clicks.

The "Reference" field is used to tie these scores to each other in reporting, so ensure a common value (such as a Case or Customer Reference) is used for all of the scores you wish to link.

Analytics report 1.2 "Question by Staff" will allow you to view these aggregated scores. You can filter by the common Case or Customer Reference to see how each Employee involved in the customer's journey has performed, as well as an aggregate of all interactions which took place during said journey.