Program Settings

Overview

CX Program Setup is where you can define:

• Locations
• Touchpoints
• Zones

Location, zone and touchpoint help organize customer responses and align them better for customer journeys.

Configuration

To configure Locations, Zones and Touchpoints go to CX Setup > Account Settings > Program as shown below.

Locations

Add new Location(s) To add new location go to location tab and click on three dots on right hand side. Click on Create New Location

Enter the location(s) name and press ‘Create’ as shown below

Create Multiple Locations

You can create multiple locations at a time by entering them as a line separated list. Alternatively, you can import a list from an Excel or CSV.

Press ‘Enter’ to create a line separated list and add multiple locations at a time as shown below

Importing Locations

Upload an Excel or CSV file that contains a list of multiple locations. Please note that this file needs to be in a specific format. You can download the sample format of the file as shown below.

Then click on ‘Choose File’ to create multiple locations as shown below.

Search Location

To search a particular location in the list simply type the text and press enter. System will show the desired results based on the search input.

Edit Location

To edit a location, go to the locations tab > Select the location you want to edit and press the pencil (edit) icon as shown below.

After making the necessary amendments to the location name press ‘Save Changes’ as shown below.

Delete Location

When you click on edit location a new window will open as shown below. There you can see the option to delete a particular location.

Before deletion the system will also provide details as to where that location is currently been used i.e. in which space or by which users for their data analysis.

Once you press ‘Delete’ the system will prompt a message as shown below

Touchpoints

Add new Touchpoint(s) To add new touchpoint go to touchpoint tab and click on three dots on right hand side. Click on Create New Touchpoint

Enter the touchpoint(s) name and press ‘Create’ as shown below

Create Multiple Touchpoints

You can create multiple touchpoints at a time by entering them as a line separated list. Alternatively, you can import a list from an Excel or CSV.

Press ‘Enter’ to create a line separated list and add multiple location at a time same as Locations.

Importing Touchpoints

Upload an Excel or CSV file that contains a list of multiple touchpoints. Please note that this file needs to be in a specific format. You can download the sample format of the file as shown below.

Then click on ‘Choose File’ to create multiple touchpoints as shown below.

Search Touchpoint

To search a particular touchpoint in the list simply type the text and press enter. System will show the desired results based on the search input.

Edit Touchpoint

To edit a touchpoint, go to the Touchpoints tab > Select the touchpoint you want to edit and press the pencil (edit) icon as shown below.

After making the necessary amendments to the touchpoint name press ‘Save Changes’.
Delete Touchpoint

When you click on edit touchpoint a new window will open as shown below. There you can see the option to delete a particular touchpoint.

Before deletion the system will also provide details as to where that touchpoint is currently been used i.e. in which space or by which users for their data analysis.

Once you press ‘Delete’ the system will prompt a message.

Zones

Add new Zone(s) To add new zone go to Zone tab and click on three dots on right hand side. Click on Create New Zone

Enter the zone(s) name and press ‘Create’ as shown below

Create Multiple Zones

You can create multiple zones at a time by entering them as a line separated list. Alternatively, you can import a list from an Excel or CSV.

Press ‘Enter’ to create a line separated list and add multiple zones at a time same as Locations.

Importing Zones

Upload an Excel or CSV file that contains a list of multiple zones. Please note that this file needs to be in a specific format. You can download the sample format of the file as shown below.

Then click on ‘Choose File’ to create multiple zones as shown below.

Search Zone

To search a particular zone in the list simply type the text and press enter. System will show the desired results based on the search input.

Edit Zone

To edit a zone, go to the zones tab > Select the zone you want to edit and press the pencil (edit) icon as shown below.

After making the necessary amendments to the zone name press ‘Save Changes’.

Delete Zone

When you click on edit zone a new window will open as shown below. There you can see the option to delete a particular zone.

Before deletion the system will also provide details as to where that zone is currently been used i.e. in which space or by which users for their data analysis.

Once you press ‘Delete’ the system will prompt a message.