WarmTransfer
webex contact center · published

Webex Customer Journey Data Services

Verified 2026-09-30 · 55 sources · tier 2–4 · 1 superseded

Also known as CJDS, CJaaS, Customer Journey Data, Customer Journey Data Service, Customer Journey Data Services, Customer Journey as a Service, JDS, Journey Data Services.

Superseded guidance: 1 source has been superseded by newer ones.

The Webex Contact Center Customer Journey Widget draws its data from the Customer Journey Data Service (CJDS) to present a view of the customer's journey to the agent 47. Cisco states that the Customer Journey Widget is available to all Flex 3 Webex Contact Center customers 49.

Architecture and event ingestion

By default, the CJDS widget receives the Webex Contact Center events that occur within the Agent Desktop, while third-party events must be published separately as custom events 52. Per a What's New entry dated 6 August 2026, Webex Contact Center events flow automatically to the designated Customer-Journey-Widget workspace in CJDS 9. As of that same entry, the separate Contact Center connector toggle for CJDS is no longer available 20. Existing organisations continue to use their current Contact Center workspace, and additional workspaces remain available for custom data sources such as CRM events 1. Default Customer Journey Widget projects are described by Cisco as system-critical and cannot be deleted 27.

Organisations that are not automatically provisioned request CJDS provisioning through a form, and Cisco states that a Customer Journey tenant will be provisioned within 72 hours of receiving the request 39. The CiscoDevNet widget README states that CJDS is generally available and offered as part of the Webex Contact Center Flex 3 Standard Agent licence 33. Cisco stated that the Customer Journey Widget would coexist with the Contact History Widget until 30 April 2026, after which the Contact History Widget would be decommissioned 22.

A November 2025 Webex blog post asserts that CJDS ingests customer data from internal and third-party sources and lets organisations define real-time triggers and workflows, citing intelligent routing, agent assist, and proactive communications as examples 10. Additionally, a WebexOne 2025 developer lab taught participants to inject events into CJDS manually and to adjust flow routing using CJDS data 45.

Customer profiles and alias merging

CJDS can merge multiple customer aliases into a single unified customer profile 2. The progressive profile aligns different phone numbers and email addresses of one customer under a single profile 35. When a customer's aliases have not been merged, agents see insights and history only for the specific alias on the current interaction 3.

The Progressive Customer Profile shown in the Customer Journey Widget includes by default the fields First Name, Last Name, Contact in the Last 24 Hours, and Contact in the Last 10 Days 26. The default profile template used by the widget is named journey-default-template 28. This profile template can be customised to include additional contextual data beyond the default fields 34. A custom profile template is created through the CJDS template creation API and applied to the widget by setting the widget's template-id attribute to that template 25.

Customer Journey Widget configuration

The Customer Journey widget appears for an agent only if the administrator has configured it, and only when the agent accepts an incoming customer request 48. The widget shows how often the customer has contacted or been contacted across all channels in a given period, as well as channel history details that include wrap-up codes, queue names, and agent IDs 50. Each event in the widget has an associated icon; for Webex Contact Center events, the icon reflects the interaction type, and organisations that publish third-party events can customise the icons 30.

Setup instructions for widget version 10 direct the administrator to upload the supplied JDSDesktopLayout10.json under Contact Center > Desktop Layouts in Control Hub and assign it to an agent team 51. In the desktop layout, widget version 10 is configured with the properties bearerToken, organizationId, interactionData, and dataCenter, which are taken from the Agent Desktop 53. The version 10 widget accepts a time-frame attribute with the values All, 24-Hours, 7-Days, and 30-Days, as well as a limit attribute for the number of timeline events displayed that defaults to 20 54.

In earlier versions, widget version 9.0.0 used a project-id property to set the scope within the selected organisation, which was obtained from the admin portal's project details 44. The version 9.0.0 README gave https://api-jds.prod-useast1.ciscowxdap.com as the production base URL for the JDS APIs 43. Widget version 9.0.0 dropped SAS tokens in favour of the Agent Desktop's Common Identity access token, and its README states that older widget versions no longer work because version 9 uses a new set of APIs 42.

APIs and custom events

A Webex developer blog post names cjds:admin_org_read and cjds:admin_org_write as the scopes that a CJDS integration reading and modifying data would use 8. Webex Contact Center event types recorded in CJDS include task:new and task:ended 55.

A sample custom event payload documented in the widget README carries the top-level fields id, specversion, type, source, identity, identitytype, datacontenttype, and data 23. In that sample payload, specversion is set to 1.0, datacontenttype is set to application/json, and the customer is identified with identitytype email and an email address in identity 24. A custom event can also include an optional uiData object inside data containing title, iconType, subTitle, and filterTags, which controls how the event is presented in the Customer Journey Widget 41.

Webex Connect Customer Journey Data node

The Webex Connect Customer Journey Data node is available only to Flex 3 Webex Contact Center customers 11. Webex Connect documentation recommends the prebuilt node v2.1.2 and states that the older v1.0 node will be deprecated in a future release 15. Using the node requires a Webex account backed by Cisco Webex Common Identity with the Contact Center Administrator role in Control Hub, a client ID and client secret pair obtained by request, and a valid authorization configured under Assets > Integrations > Pre-built Integrations 14. The node authorises with the standard OAuth 2.0 authorization code grant flow 13.

The Customer Journey Data node offers 5 methods 12:

  • Manage Identity 12
  • Write to CJDS 12
  • Get Identity By Aliases 12
  • Read from Progressive Profile 12
  • Read from CJDS 12

The Write to CJDS method accepts the identity types email, phone, customerId, socialId, and temporaryId 32. The Read from Progressive Profile method takes a Workspace/Project, a Template Name, and an Alias ID (phone, email, social ID, customer ID, or temporary ID) as inputs 17. The Read from CJDS method takes a Workspace/Project, an identity, and a filter query, with type, queueId, and pageSize given as example query parameters 18.

See also

Applicability

Applies to: Cisco Webex Contact Center, Cisco Webex Connect, and Cisco Webex Contact Center APIs. Deployments: multi-tenant. Sources checked 2026-09-30. The Customer Journey Widget version 10 README applies to widget version 10 54, while legacy properties apply to widget version 9.0.0 43. Webex Connect integration claims apply to Customer Journey Data node versions v1.0 and v2.1.2 15.

What remains uncertain

The CJDS data retention period and the Control Hub retention setting are not covered by the sources below. How a Webex Contact Center Flow Designer flow reads CJDS profiles or events for routing is not covered by the sources below. The CJDS Journey API reference, including full endpoint specifications, mandatory event fields, and template and identity calls, is not covered by the sources below. CJDS data residency and the API host for each region beyond US1, EU1, and EU2 are not covered by the sources below. Whether Analyzer reports draw on CJDS and what Customer Entity data is are not covered by the sources below. Deletion and PII handling for CJDS profiles, including erasure requests, are not covered by the sources below. How Webex AI Agent consumes or writes CJDS data is not covered by the sources below. Journey actions and real-time triggers, including what they are and how they are configured, are not covered by the sources below.

See also

Consumed by

  • Building a custom Webex Contact Center Agent Desktop widget — The Customer Journey Widget is an Agent Desktop widget deployed through a desktop layout JSON; it is the main documented consumer of CJDS data. Target id taken from a guide directory name seen in git status; not from the topic registry; confirm before merge.

Sources

  1. 1
    After the August 2026 change, existing organisations keep using their current Contact Center workspace, and additional workspaces remain available for custom data sources such as CRM events.
    What's new for administrators in Webex Contact Center · entry 'Simplified Customer Journey Event Routing' under date heading August 06, 2026 · Checked 2026-09-30
  2. 2
    CJDS can merge multiple customer aliases into a single unified customer profile.
    Customer Journey Widget Version 10 for Webex Contact Center · section 'Manage Customer Aliases' · Checked 2026-09-30
  3. 3
    When a customer's aliases have not been merged, agents see insights and history only for the specific alias on the current interaction.
    Customer Journey Widget Version 10 for Webex Contact Center · section 'Manage Customer Aliases' · Checked 2026-09-30
  4. 4
    The Analyzer 'Show Full Customer Journey' toggle is a view in the Contact Center Overview Historical dashboard that shows contact metrics across queues, agents, consults, transfers and conferences for an interaction; the What's New entry describing it does not mention CJDS.
    What's new for administrators in Webex Contact Center · entry 'Analyzer View of Full customer Journey within WxCC' (date heading reported as August 20, 2026) · Checked 2026-09-30
  5. 5
    The What's New entry for the Analyzer Customer Insight Report says the report uses 'Customer Entity data' to build a customer-level view and does not name CJDS or Customer Journey Data as its source.
    What's new for administrators in Webex Contact Center · entry 'Explore Customer Insight Reports in Analyzer' (date heading reported as September 03, 2026) · Checked 2026-09-30
  6. 6
    No source read in this run states that CJDS events or progressive profiles are reportable in Webex Contact Center Analyzer, or that Analyzer's customer-journey features are built on CJDS; the two appear to be documented as separate data stores.inferred
    What's new for administrators in Webex Contact Center · entries 'Explore Customer Insight Reports in Analyzer' and 'Analyzer View of Full customer Journey within WxCC' (absence of any CJDS reference) · Checked 2026-09-30
  7. 7
    The August 2024 Webex developer newsletter announced that CJDS API base URLs were updated on 14 August 2024 to api.wxcc-us1.cisco.com, api.wxcc-eu1.cisco.com and api.wxcc-eu2.cisco.com.
    Webex for Developers Newsletter - August 2024 · newsletter item on CJDS base URL updates · Checked 2026-09-30
  8. 8
    A Webex developer blog post names cjds:admin_org_read and cjds:admin_org_write as the scopes a CJDS integration that reads and modifies data would use.
    Navigating Webex Contact Center API Authentication with Ease · paragraph on choosing scopes (CJDS example) · Checked 2026-09-30
  9. 9
    Per the What's New entry dated 6 August 2026, Webex Contact Center events flow automatically to the designated Customer-Journey-Widget workspace in CJDS.
    What's new for administrators in Webex Contact Center · entry 'Simplified Customer Journey Event Routing' under date heading August 06, 2026 · Checked 2026-09-30
  10. 10
    A November 2025 Webex blog post by a Cisco product manager asserts that CJDS ingests customer data from internal and third-party sources and lets organisations define real-time triggers and workflows, giving intelligent routing, agent assist and proactive communications as examples.
    How Customer Journey Data Services Powers Connected Customer Experiences · paragraphs on data ingestion and real-time actions · Checked 2026-09-30
  11. 11
    The Webex Connect Customer Journey Data node is available only to Flex 3 Webex Contact Center customers.
    Customer Journey Data · availability note near top of page · Checked 2026-09-30
  12. 12
    The Webex Connect Customer Journey Data node offers five methods: Manage Identity, Write to CJDS, Get Identity By Aliases, Read from Progressive Profile and Read from CJDS.
    Customer Journey Data · list of node methods · Checked 2026-09-30
  13. 13
    The Webex Connect Customer Journey Data node authorises with the standard OAuth 2.0 authorization code grant flow.
    Customer Journey Data · section 'Authorization' · Checked 2026-09-30
  14. 14
    Using the Webex Connect Customer Journey Data node requires a Webex account backed by Cisco Webex Common Identity with the Contact Center Administrator role in Control Hub, a client ID and client secret pair obtained by request, and a valid authorization configured under Assets > Integrations > Pre-built Integrations.
    Customer Journey Data · section 'Prerequisites' · Checked 2026-09-30
  15. 15
    Webex Connect documentation recommends the Customer Journey Data prebuilt node v2.1.2 and says the older v1.0 node will be deprecated in a future release.
    Customer Journey Data · version / upgrade notice · Checked 2026-09-30
  16. 16
    Webex Connect documentation presents Read from Progressive Profile as a way to retrieve a customer's journey profile in real time for use in routing decisions.
    Customer Journey Data · method 'Read from Progressive Profile', description · Checked 2026-09-30
  17. 17
    The Read from Progressive Profile method of the Webex Connect node takes a Workspace/Project, a Template Name and an Alias ID (phone, email, social ID, customer ID or temporary ID) as inputs.
    Customer Journey Data · method 'Read from Progressive Profile', input variables · Checked 2026-09-30
  18. 18
    The Read from CJDS method of the Webex Connect node takes a Workspace/Project, an identity and a filter query, with type, queueId and pageSize given as example query parameters.
    Customer Journey Data · method 'Read from CJDS', input variables · Checked 2026-09-30
  19. 19
    In the Webex Connect node, a successful Write to CJDS or Manage Identity call is reported with HTTP 202, while successful Get Identity By Aliases, Read from Progressive Profile and Read from CJDS calls are reported with HTTP 200.
    Customer Journey Data · node outcomes tables per method (onEventPostSuccess, onCreateMergeAliasesSuccess, onReadfromCJDSSuccess) · Checked 2026-09-30
  20. 20
    As of the 6 August 2026 What's New entry, the separate Contact Center connector toggle for CJDS is no longer available.
    What's new for administrators in Webex Contact Center · entry 'Simplified Customer Journey Event Routing' under date heading August 06, 2026 · Checked 2026-09-30
  21. 21
    The widget version 10 README instructs the administrator to sign in to Control Hub and toggle on the Webex Contact Center Connector for a journey project so that contact center events reach CJDS.
    JDS Customer Journey Widget README, version 10.0.0 · README setup steps · Checked 2026-09-30
  22. 22
    Cisco stated that the Customer Journey Widget would coexist with the Contact History Widget until 30 April 2026, after which the Contact History Widget would be decommissioned.
    Customer Journey Widget Version 10 for Webex Contact Center · section 'Overview', availability note · Checked 2026-09-30
  23. 23
    The sample custom event in the widget README carries the top-level fields id, specversion, type, source, identity, identitytype, datacontenttype and data.
    JDS Customer Journey Widget README, version 10.0.0 · README section 'Publishing a custom event', sample JSON payload · Checked 2026-09-30
  24. 24
    The README's sample custom event sets specversion to 1.0 and datacontenttype to application/json, and identifies the customer with identitytype email and an email address in identity.
    JDS Customer Journey Widget README, version 10.0.0 · README section 'Publishing a custom event', sample JSON payload · Checked 2026-09-30
  25. 25
    A custom profile template is created through the CJDS template creation API and applied to the Customer Journey Widget by setting the widget's template-id attribute to that template.
    JDS Customer Journey Widget README, version 10.0.0 · README section on customising the widget / profile template; attribute 'template-id' · Checked 2026-09-30
  26. 26
    The Progressive Customer Profile shown in the Customer Journey Widget includes by default the fields First Name, Last Name, Contact in the Last 24 Hours and Contact in the Last 10 Days.
    Customer Journey Widget Version 10 for Webex Contact Center · section 'Overview', Progressive Customer Profile bullet · Checked 2026-09-30
  27. 27
    Default Customer Journey Widget projects are described by Cisco as system-critical and cannot be deleted.
    Customer Journey Widget Version 10 for Webex Contact Center · section 'Overview', note · Checked 2026-09-30
  28. 28
    The default profile template used by the Customer Journey Widget is named journey-default-template.
    JDS Customer Journey Widget README, version 10.0.0 · README section on customising the widget / profile template · Checked 2026-09-30
  29. 29
    The CJDS event envelope appears to follow the CloudEvents attribute naming convention (id, source, specversion, type, datacontenttype, data) with CJDS-specific identity and identitytype attributes added.inferred
    JDS Customer Journey Widget README, version 10.0.0 · README section 'Publishing a custom event', sample JSON payload · Checked 2026-09-30
  30. 30
    Each event in the Customer Journey Widget has an associated icon; for Webex Contact Center events the icon reflects the interaction type, and organisations that publish third-party events can customise the icons.
    Customer Journey Widget Version 10 for Webex Contact Center · section 'Add custom icons' · Checked 2026-09-30
  31. 31
    The Webex Contact Center Flow Designer help article read in this run does not describe a dedicated CJDS activity, so using CJDS data for routing inside a Webex Contact Center flow probably means calling the Journey APIs from a generic HTTP request step.inferred
    Build and manage flows with Flow Designer · whole article as rendered by WebFetch (no mention of CJDS, JDS, journey, progressive profile or profile view) · Checked 2026-09-30
  32. 32
    The Write to CJDS method of the Webex Connect node accepts the identity types email, phone, customerId, socialId and temporaryId.
    Customer Journey Data · method 'Write to CJDS', input 'Identity Type' · Checked 2026-09-30
  33. 33
    The CiscoDevNet widget README states that CJDS is generally available and is offered as part of the Webex Contact Center Flex 3 Standard Agent licence.
    JDS Customer Journey Widget README, version 10.0.0 · README intro / onboarding prerequisites · Checked 2026-09-30
  34. 34
    The profile template used by the Customer Journey Widget can be customised to include additional contextual data beyond the default fields.
    Customer Journey Widget Version 10 for Webex Contact Center · section 'Overview', Progressive Customer Profile bullet · Checked 2026-09-30
  35. 35
    The progressive profile aligns different phone numbers and email addresses of one customer under a single profile.
    Understand the Customer Journey widget · article body, progressive profile paragraph · Checked 2026-09-30
  36. 36
    The terms 'project' (or 'journey project') and 'workspace' in Cisco's CJDS material appear to refer to the same scoping object within an organisation.inferred
    Customer Journey Data · method input tables: input labelled 'Workspace/Project' · Checked 2026-09-30
  37. 37
    The Webex help article states that organisations whose Webex Contact Center was set up before 31 October 2025 have CJDS provisioned automatically, and that organisations set up after 1 November 2025 must request provisioning.disputed
    Customer Journey Widget Version 10 for Webex Contact Center · section 'Overview', provisioning note · Checked 2026-09-30
  38. 38
    The CiscoDevNet widget README states that organisations whose Webex Contact Center was set up before 28 February 2025 need take no action because CJDS tenants are linked automatically, and that organisations set up after 1 March 2025 must request provisioning.disputed
    JDS Customer Journey Widget README, version 10.0.0 · README section on onboarding / getting started · Checked 2026-09-30
  39. 39
    Organisations that are not automatically provisioned request CJDS provisioning by completing a form, and Cisco states a Customer Journey tenant will be provisioned within 72 hours of receiving the request.
    Customer Journey Widget Version 10 for Webex Contact Center · section 'Overview', provisioning note · Checked 2026-09-30
  40. 40
    According to the widget README, real-time event updates in the Customer Journey Widget require Cisco to enable the feature flag wxcc-cjds-event-stream-toggle-visibility for the organisation.
    JDS Customer Journey Widget README, version 10.0.0 · README section on real-time events · Checked 2026-09-30
  41. 41
    A custom event can carry an optional uiData object inside data with title, iconType, subTitle and filterTags, which controls how the event is presented in the Customer Journey Widget.
    JDS Customer Journey Widget README, version 10.0.0 · README section 'Publishing a custom event', uiData description and sample payload · Checked 2026-09-30
  42. 42
    Widget version 9.0.0 dropped SAS tokens in favour of the Agent Desktop's Common Identity access token, and its README states that older widget versions no longer work because version 9 uses a new set of APIs.
    JDS Customer Journey Widget README, version 9.0.0 · README section on version 9.0.0 changes · Checked 2026-09-30
  43. 43
    The widget version 9.0.0 README gives https://api-jds.prod-useast1.ciscowxdap.com as the production base URL for the JDS APIs.
    JDS Customer Journey Widget README, version 9.0.0 · README property 'base-url' description · Checked 2026-09-30
  44. 44
    In widget version 9.0.0 the project-id property sets the scope within the selected organisation and is obtained from the admin portal's project details.
    JDS Customer Journey Widget README, version 9.0.0 · README property 'project-id' description · Checked 2026-09-30
  45. 45
    A WebexOne 2025 developer lab taught participants to inject events into CJDS manually and to adjust flow routing using CJDS data.
    WebexOne 2025 Developer Recap: Building the Future of Collaboration · Developer Lab 4 description · Checked 2026-09-30
  46. 46
    The widget README lists production widget builds for the regions produs1, prodeu1, prodeu2, prodsg1, prodanz1, prodjp1, prodin1 and prodca1.
    JDS Customer Journey Widget README, version 10.0.0 · README list of CDN URLs by region · Checked 2026-09-30
  47. 47
    The Webex Contact Center Customer Journey Widget draws its data from the Customer Journey Data Service (CJDS) to present a view of the customer's journey to the agent.
    Customer Journey Widget Version 10 for Webex Contact Center · section 'Overview' · Checked 2026-09-30
  48. 48
    The Customer Journey widget appears for an agent only if the administrator has configured it, and only when the agent accepts an incoming customer request.
    Understand the Customer Journey widget · article body, availability paragraph · Checked 2026-09-30
  49. 49
    Cisco states that the Customer Journey Widget is available to all Flex 3 Webex Contact Center customers.
    Customer Journey Widget Version 10 for Webex Contact Center · section 'Overview', availability note · Checked 2026-09-30
  50. 50
    The Customer Journey widget shows how often the customer has contacted or been contacted across all channels in a given period, and channel history details that include wrap-up codes, queue names and agent IDs.
    Understand the Customer Journey widget · article body, list of what the widget shows · Checked 2026-09-30
  51. 51
    The README's setup procedure for widget version 10 has the administrator upload the supplied JDSDesktopLayout10.json under Contact Center > Desktop Layouts in Control Hub and assign it to an agent team.
    JDS Customer Journey Widget README, version 10.0.0 · README setup steps · Checked 2026-09-30
  52. 52
    By default the CJDS widget receives the Webex Contact Center events that occur within the Agent Desktop; third-party events have to be published separately as custom events.
    Customer Journey Widget Version 10 for Webex Contact Center · section 'Publish third-party custom events' · Checked 2026-09-30
  53. 53
    The Customer Journey Widget version 10 is configured in the desktop layout with the properties bearerToken, organizationId, interactionData and dataCenter, which are taken from the Agent Desktop.
    JDS Customer Journey Widget README, version 10.0.0 · README properties table · Checked 2026-09-30
  54. 54
    The Customer Journey Widget version 10 accepts a time-frame attribute with the values All, 24-Hours, 7-Days and 30-Days, and a limit attribute for the number of timeline events displayed that defaults to 20.
    JDS Customer Journey Widget README, version 10.0.0 · README attributes table: 'time-frame', 'limit' · Checked 2026-09-30
  55. 55
    The widget README names task:new and task:ended as Webex Contact Center event types recorded in CJDS.
    JDS Customer Journey Widget README, version 10.0.0 · README section on Webex Contact Center events / event types · Checked 2026-09-30

Documents

tier 2 current vendor documentation

Build and manage flows with Flow Designer

Cisco Systems, Inc. (Webex Help Center) · 2026-09-03 · accessed 2026-09-05

tier 2 current vendor documentation

Customer Journey Data

Cisco Webex Connect documentation · accessed 2026-09-30

tier 2 current vendor documentation

Customer Journey Widget Version 10 for Webex Contact Center

Cisco Webex Help Center · 2026-04-15 · accessed 2026-09-30

tier 2 current vendor documentation

Navigating Webex Contact Center API Authentication with Ease

Cisco Webex for Developers · 2024-03-20 · accessed 2026-09-30

tier 2 current vendor documentation

Understand the Customer Journey widget

Cisco Webex Help Center · 2025-04-15 · accessed 2026-09-30

tier 2 current vendor documentation

What's new for administrators in Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-09-03 · accessed 2026-09-05

tier 3 vendor-maintained repositories

JDS Customer Journey Widget README, version 10.0.0

CiscoDevNet (GitHub) · accessed 2026-09-30

tier 3 vendor-maintained repositories

JDS Customer Journey Widget README, version 9.0.0

CiscoDevNet (GitHub) · accessed 2026-09-30

tier 4 archived vendor documentation

How Customer Journey Data Services Powers Connected Customer Experiences

Webex Blog (Cisco) · 2025-11-18 · accessed 2026-09-30

tier 4 archived vendor documentation

Webex for Developers Newsletter - August 2024

Webex for Developers blog (Cisco) · 2024-08-26 · accessed 2026-09-30

tier 4 archived vendor documentation

WebexOne 2025 Developer Recap: Building the Future of Collaboration

Webex for Developers blog (Cisco) · 2025-10-30 · accessed 2026-09-30

Cite this page

APA

WarmTransfer. (2026, September 30). Webex Customer Journey Data Services. WarmTransfer. https://warmtransfer.net/knowledge/webex-cjds

BibTeX

@misc{warmtransfer-webex-cjds,
  title  = {Webex Customer Journey Data Services},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/webex-cjds},
  note   = {Verified 2026-09-30}
}