Every Touchpoint.
One View.
Customer Journey lets you search any caller by phone number and instantly see their complete history with your team — every call, every score, every outcome — alongside a CSAT trend and AI-flagged churn risk. It works from your call data alone, and with NISC iVUE or Calix Cloud connected their account and their line sit right beside it.
Instant Caller Lookup
Search any customer by phone number or ID. The selection lives in the link, so it survives a reload, can be shared, and churn-risk tables and the call page link straight to one customer.
Complete Interaction Timeline
Every call in the date range, newest first — CSAT, sentiment, churn-risk flag with urgency, tracked topics, and a two-line summary, each one link away from the full scored call.
CSAT Trend and Four Headline Numbers
Total calls, average CSAT, churn risk events and dominant sentiment, above a chart of satisfaction across every call with churn and topic flags marked where they happened.
Frequent Callers, Without the Noise
The most-contacted customers in your date range are listed automatically. Admins and managers can exclude internal test lines or known spam numbers so they stop skewing the list.
Retention Queue
Customers with churn-flagged calls, ranked by the highest churn urgency the AI found and then by monthly revenue at risk, so your team works the accounts worth saving first.
Scoped to Who Is Looking
Admins see the whole company and managers their own team. Agents see only customers from calls they handled themselves — their recent customers, not everyone’s.
How It Works
Customer Journey starts from your existing scored call records, so it works with no additional integration. When AI analyzes a call, it captures the caller identifier, summary, CSAT, sentiment, churn risk, and tracked topics. Customer Journey groups those records per caller so you can see the full picture instantly.
The CSAT trend plots the satisfaction score the AI assigns each call. The Retention Queue ranks customers by the highest churn urgency found on any of their calls, then by the monthly revenue at risk, and if a very busy date range is ever cut short the page says how far back the data reaches rather than quietly showing less.
With Your Billing and Network Systems Connected
Read from your own systems when you open a customer, not copied and left to go stale:
Account status, the current service portfolio with connects and disconnects on the timeline, open trouble tickets listed first with about the last year of history behind them, and contact methods — with a flag when the number they called from is not on their record. Repeat callers with a ticket still open are picked out from the merely frequent.
A Network & Equipment card showing the line as it is now, speed tests placed on the timeline against the plan where your Calix licence covers them, a line-check pill on each AI-answered call showing what the voice agent found, mismatches between what is billed and what is provisioned, and a technician-visit prompt only when a line fault and the contact pattern agree.
Who Benefits from Customer Journey
For the Customer
You never have to re-explain your history — whoever picks up already sees every prior call, what was promised, and what happened, so a follow-up feels continuous instead of starting from zero.
For the Agent
Before a callback or escalation, you can pull up the caller's complete timeline instantly — no need to ask a colleague to reconstruct what happened from memory.
For the Business
Retention Queue ranks at-risk subscribers by churn urgency and revenue automatically, so your team works the accounts worth saving first — from call data alone, or with the live account beside it.
What the Customer Journey View Looks Like
Know Every Customer's History — Instantly
No data export. Search any caller and see their complete interaction history, CSAT trend, and churn risk in seconds. Book a demo to see it on your real data.
Request a DemoAvailable on Insights IQ and above.