Reading a journey

A journey is one person’s story in one campaign, from the first call to your team. It holds everything that was said and decided.

Do this

1. Open People, then Journeys.
2. Find the person. Search by name or the last 4 digits of the number, or filter by campaign, state, result and dates.
3. Open the row. A bar of links at the top jumps between the sections below.

The list shows each journey’s state: In progress, Being handed over, With your team, Done, Lost or In recovery.

What the record shows

The header shows the person, the number, the campaign and the state. Under it are 4 figures: when it started, how long it took, how many stages passed, and the result.

Section	What you see
The path	Each stage in order, who handled it (a bot, a person on your team, a check run automatically, or an outside team), how long it took and whether it passed.
What was said	The facts we captured.
Consent	What the person agreed to on the call.
Hand-overs	Each time the person was passed on.
Conversations	The written conversation and the recording of each call.
Quality	The QA Bot’s score for the call.
Result	How the journey ended, and who set it.
Outcome	What happened after the call.
Callbacks	Calls promised to the person. See callbacks and recovery.

Facts and quotes

Each fact has a label, a value, the person’s words in quotes where we have them, and where it came from: heard by the bot, entered by a person, from the uploaded list, or filled in by the system. A badge says Confirmed, Not confirmed or Does not look right. A sensitive fact you may not see reads Hidden for your role, and its quote is hidden too.

Consent and hand-overs

Consent lines say what the person agreed to, such as the recording or being passed to a person. Each is Said yes, Said no, Unclear or Was told.

A hand-over card says who it was for, how long it waited, whether it connected and how much time counts as billable. If it failed, one sentence says why.

Result and outcome

The result is how the journey ended. A person on your team can set one. A result that ends the journey asks you to confirm first. See result codes.

The outcome is what happened after the call: Enrolled?, Still active after 30 days?, Still active after 90 days?, carrier, plan, revenue in US dollars, chargeback date and a note. Carriers report this days or weeks later. Only owners and admins can edit it.

The evidence pack

Download evidence pack gives a ZIP file with the journey, its consents, the written conversations, the QA reviews, the dial checks and the recordings. A manifest.json lists the size and checksum of every file, and a missing list says why anything could not be included. Only an owner, an admin or a compliance user can download it. The download is written to the audit trail first. If that cannot be written, nothing is given out. See audit and evidence.

The button shows for everyone who can open the page. Other roles are refused when they press it.

Who sees what

	Owner, admin	Supervisor	Compliance	Quality reviewer
Open People pages	Yes	Yes	Yes	No
Full phone number	Yes	Last 4 digits only	Yes	n/a
Sensitive facts	Yes	Yes	Hidden	n/a
Add facts, set results, schedule callbacks	Yes	Yes	No	No
Edit the outcome	Yes	No	No	No
Download the evidence pack	Yes	No	Yes	No

Agents see only the journeys they worked on, and only from their desk. See roles and permissions.

Not yet

If recordings are not connected, the evidence pack cannot be built. The screen says “The evidence pack is not ready yet because recordings are not connected.” Reading a transcript or a recording is not written to the audit trail yet. Only the evidence download is.