Customer 360 Panel

Overview

The Customer 360 panel reviews a specific customer's inbound queue call activity on the Sharpen platform and returns the results as a JSON object stored in a variable. The panel only calculates data for inbound queue calls, covering a configurable time window of up to 168 hours (7 days).

The metrics it returns can surface useful customer trends, such as how many times a caller has reached out, how many times they have been transferred, or what their average satisfaction score looks like, making it a powerful tool for data-driven routing decisions within your Logic+ flow.

Before You Begin

The metrics produced by this panel are most useful when paired with downstream panels that act on them. A common pattern is to connect this panel to a Set Variable panel to extract a specific metric, then pass it to a Switch or Condition panel to drive routing logic.

Example Use Case

A Logic+ flow uses the Customer 360 panel to check how many times a caller has been transferred during previous interactions. If the number of transfers exceeds a threshold, suggesting their issue has gone unresolved, the flow routes them directly to a higher-tier support queue rather than the standard one. This reduces frustration for repeat callers and improves resolution rates without any manual triage.

Other scenarios well-suited to this panel include:

• Identifying callers who have contacted support multiple times in the past 24 hours and accelerating their path to a live agent

• Flagging customers with low CSAT scores and offering them the option to speak with a supervisor

• Prioritizing callers with a high number of unanswered or transferred calls for expedited handling

Properties

• Panel Name

  • Enter a descriptive, consistent name for the panel. If a variable is specified here and it does not already exist, it will be created automatically.

• Panel Description

  • Provide a clear description of the panel's purpose and behavior. This serves as inline documentation to help team members understand the panel's role within the flow.

• Initiates Flow

  • Designates this panel as the starting point of the IVR flow. When selected, this panel will be the first to execute when the flow is triggered.

• Redact Data in Logging

  • Disables data logging for this panel to support data redaction requirements. This feature is available upon request and is subject to change.

Fields

• Customer Phone Number

  • Enter the phone number of the customer whose data should be reviewed. This field only accepts the $(ani) variable, which represents the caller's inbound number. No other variables are supported.

• Hours to Review

  • Enter the number of hours of customer history to include in the review. Acceptable values range from 1 to 168 hours.

    • Use Dropdown: Select a value from the available options.

    • Use Variable: Reference a variable containing a numerical value.

• Customer Data Variable

  • Enter a unique variable name. The results of the review will be stored as a JSON object in this variable, which can then be referenced in subsequent panels. See the Panel Output section below for details on the data structure.

• Timeout

  • Enter the number of seconds the panel should wait for a response before timing out. If the panel times out, the flow will route through the Timeout exit path. The default is 1 second.

    • Use Dropdown: Select a value from the available options.

    • Use Variable: Reference a variable containing a numerical value.

Exits

• Default

  • The path taken when customer data is successfully retrieved.

• Timeout

  • The path taken if the panel does not receive a response within the time specified in the Timeout field.

• Error

  • The path taken if an error occurs during the data retrieval.

Panel Output: Review Results

The Customer 360 panel returns its results as a JSON object stored in the variable defined in the Customer Data Variable field. The object includes the following properties:

To reference a specific metric, use the variable name and property together. For example, if the Customer Data Variable is named 360metrics, the average CSAT score would be referenced as $(360metrics.avgCSAT).

Extracting Specific Metrics

Since the panel returns a full JSON object, you will typically want to extract individual values for use in routing decisions. The Set Variable panel is the recommended way to do this.

In the Set Variable panel, create a variable with the following configuration:

• Value Type: Expression

• Function: JSON Path

• Field One: A reference to the Customer360 variable, formatted as $(variableName)

• Field Two: The JSON path to the specific metric you want (e.g., $.numTransfers)

The resulting variable will contain only that specific value, ready to be passed to a Switch or Condition panel.

See the Set Variable Panel [internal Confluence reference, not migrated in this run] article for full configuration details.

Sending Customer 360 Metrics to Logic Classic or VCX

To use Customer 360 metrics within Logic Classic or VCX, add a Set Variable panel for each metric you want to pass through. Configure it as follows:

• Variable Name: Use the prefix SharpenCX_ClassicLogic_ followed by your chosen variable name (e.g., SharpenCX_ClassicLogic_numCalls).

• Simple Value: Reference the JSON object variable and metric in the format $([Customer Data Variable].[Metric]) (e.g., $(360metrics.numCalls)).

Repeat this for each metric you need available in Logic Classic or VCX.

Related Articles

• Available Predefined Variables

• Set Variable Panel [internal Confluence reference, not migrated in this run]