anchorCJDS Overview

Cisco Journey Data Service is an API-driven service designed to empower organizations to harness customer data and transform it into actionable insights. By leveraging CJDS, companies can seamlessly integrate, analyze, and act on diverse data sources to optimize customer interactions. The service is built on four core capabilities:

1. Listen: Ingest data from any source, whether internal systems or third-party applications, to gather insights from disparate data streams. This capability allows CJDS to continuously monitor customer interactions and behaviors across all channels.
2. Identify: Build dynamic customer profiles by capturing critical propensity drivers, such as preferred communication channels, languages, and behavioral patterns. This step ensures a unified view of each customer, enabling better personalization.
3. Analyze: Utilize powerful aggregation techniques to process collected data, transforming it into meaningful insights. These insights can uncover patterns, trends, and opportunities for enhancing customer engagement.
4. Act: Leverage CJDS insights to optimize customer journeys in real-time. By integrating with the Webex Contact Center's flow control and orchestration capabilities, CJDS can intelligently route interactions based on customer profiles. Additionally, these insights are surfaced to agents through the Agent Desktop, providing real-time contextual data to enhance customer support.

anchorKey Capabilities Breakdown

The four foundational pillars of CJDS translate into specific API functionalities:

1. Data Ingestion: Use Listening APIs to capture data from various sources, enabling continuous monitoring and enrichment of customer profiles.
2. Customer Identification: Leverage the Create a Person API and Merge API to build and maintain dynamic customer profiles, consolidating data across different channels and interactions.
3. Profile Creation & Insights: Utilize the Profile Template APIs to transform raw data into actionable insights, ensuring a robust understanding of customer behaviors and preferences.
4. Trigger Actions: Implement the Action APIs to trigger automated workflows using business rules, enhancing customer experience and optimizing contact center operations.

anchorKey Onboarding Collateral

• CJDS Overview Vidcast
• Customer Journey Widget Overview
• Journey - Getting Started
• Journey - API documentation
• API Deep Dive Webinar
• How to integrate journey widget with your agent desktop?
• Use Case Vidcast (Personalized Customer Experience)
• Use Case Vidcast (Digital Channels & Webpage Use Case)

anchorProvisioning CJDS for Your Organization

Follow these steps based on when your Webex Contact Center Org was created:

• If your org was created before Feb 28, 2025 → No action needed. CJDS is automatically linked to your Org ID.

• If you’re already using CJDS with a custom layout → No changes required. Your existing setup is supported.

• If your org was created after March 1, 2025 → Complete this form to request CJDS provisioning. A journey tenant will be created within 72 hours.

anchorTechnical Details

Authentication for CJDS APIs

• CJDS uses Bearer Auth for all APIs. You will need to use CI generated Bearer Token in the 'Authorization' header.
• Prefix token with 'Bearer'. Please look at the Authentication section on how to generate bearer token. You can also get the Bearer token from https://developer.webex.com login with your admin credentials.
• It requires a full administrator role, CJDS appropriate cjp:config_read or cjp:config_write scopes.

CJDS Schema

CJDS Event Data Schema Details

Sample CJDS Event Data

{
  "specversion": "1.0",
  "type": "task:new",
  "source": "wxcc",
  "id": "1eb65fdf-9643-417f-9974-ad72cae0e10f",
  "time": "2022-03-14T01:48:45Z",
  "identity": "ram@cisco.com",
  "identitytype": "email",
  "previousidentity": "ramnat@cisco.com",
  "datacontenttype": "application/json",
  "data": {
    "agentId": "109332be-7fc4-4d4d-9488-ebdb8e13b9bbe",
    "destination": "+12147651210",
    "profileType": "BLENDED",
    "currentState": "idle",
    "idleCodeId": "AXUr0jX9H5TuplmIxiC",
    "createdTime": "1645819554383"
  }
}

anchorDay 0 Operations

To use CJDS for your organization, you must:

• Create a journey project.
• Activate the Webex Contact Center connector.
• Add user identities to a journey project.
• Enable customer journey widget on an agent desktop.

Create a Journey Project

Journey projects help organizations manage multiple data sources. Each journey project has a unique identifier which is required to leverage CJDS APIs payloads. Note that project IDs in Control Hub are referred to as workspace IDs in APIs.

1. Sign in to Control Hub and go to Customer Journey Data > Journey projects.
2. Click Create a journey project.
3. Enter a name and a description for the journey project.

Activate Webex Contact Center Connector

After you create a journey project, you must activate the Webex Contact Center connector. This connector allows the journey project to capture all customer events and send it to CJDS from Contact Center. Once the connector is activated in one project, it cannot be activated in another. At any point in time, it can be enabled for only one project.

1. Sign in to Control Hub and go to Customer Journey Data > Journey projects.
2. Select a journey project.
3. Toggle the Activate connector in the Webex Contact Center section to on.

Add Customer Identities to a Journey Project:

There are two ways to add your identity today.

1. CSV Upload

Adding customer identities to JDS will help you connect multiple customer identifiers (phone number, email address, Customer ID) to a single customer identity. You can upload a CSV file with multiple user identities. The requirements for the CSV file are the following:

• Required headers:
  • Id
  • First Name
  • Last Name
  • Email Addresses
  • Phone Numbers
  • Customers Ids
• Each customer identity can have up to five email addresses, phone numbers, and customer IDs, separated by a | (pipe) symbol.
• Each customer identity must have at least an email address, phone number, or customer ID or else the CSV file will return an error.
• For the Id column, make sure to leave each row empty. When you upload the CSV file, this field will auto-generate.

Once you create a CSV file, you can upload that file to a journey project that you created.

1. Sign in to Control Hub and go to Customer Journey Data > Journey projects.
2. Select a journey project that you want to create user identities for.
3. Select Identities.
4. Click Create an identity.
5. Upload a CSV file that you created for customer identities, and then click Next.
6. If the CSV file is valid, a window appears to show you if the import was successful. Once you're done, select Close. You should see a list of all the uploaded customer identities.

2. Real-Time Identity Creation via Flow

Use the Create Person API in Flow Designer to sync real-time identity data

Example:

• A caller enters the IVR

• You fetch customer details from CRM

• Use HTTP Node (for contact center flow) or dedicated Journey Node (Connect flow) to call CJDS API and create/update identity profile on the fly

This keeps CJDS aligned with your system of record.

Enable the Customer Journey Widget

The Journey Widget provides agents with a unified view of a customer’s real-time and historical interactions across all integrated systems.

To activate - Follow this guide to embed it into the Webex Agent Desktop layout.