Customer 360

Complete view of a single customer — all their sessions, key actions, frustration events, purchases, and engagement history in one place.

When to Use

• "Show me everything about customer user@example.com"
• "What's the history of user 84721? Support escalated their ticket."
• "Sales wants to know if Acme Corp has been evaluating our product — check their sessions."
• "This enterprise customer is threatening to churn — what's their experience been?"
• "Onboard a new CSM — give them the full picture of this account."

Mental Model

A Customer 360 is a structured snapshot of one user across all dimensions available in Fullstory:

• Identity: Who they are (email, plan, role, account)
• Engagement: How often they use the product, what features
• Success: Did they achieve their goals (conversions, completions)?
• Friction: What frustrated them (errors, rage clicks, dead clicks)?
• Trajectory: Getting better or worse over time?

Use free fullstory:discover_groups and fullstory:get_opportunity_stats for live signals. Discovery accepts one scope at a time (page_id, domain, app_name, segment_id, or funnel_id); use a segment for device/user filters and the live schema for time ranges. Use computed metrics for exact custom windows.

Workflow

Step 1: Look up the customer

Start with whatever identifier you have:

fullstory:get_user_profile(userIdentifier="user@example.com")
→ returns user_id, display_name, email, plan, role, first_seen, last_seen, total_sessions

If the lookup returns nothing, try alternative identifiers or ask the user for a more specific one.

Step 2: Get session history

fullstory:get_sessions(user_id, time_range="last_90_days", limit=50)

If many sessions, sample strategically:

• First 5 sessions (onboarding experience)
• Last 5 sessions (current state)
• Any sessions with errors or high frustration signals

Step 3: Identify key events

Use session-context agent to scan each sampled session for:

• Conversions: purchases, signups, upgrades
• Friction: errors, rage clicks, dead clicks, form abandonment
• Feature usage: which features did they use? power user or casual?
• Support indicators: visited help pages, searched docs, contacted support

Step 4: Check for frustration patterns

fullstory:discover_groups → filter to this specific user's sessions
→ have they been experiencing recurring frustrations?

Or build a user-specific metric:

fullstory:build_metric(
  query="rage clicks and dead clicks by user 84721",
  output_type="single_number"
)

Step 5: Assess engagement trajectory

Compare early sessions vs recent sessions:

• Growing: More sessions, deeper feature usage, exploring advanced features
• Stable: Consistent usage, same patterns
• Declining: Fewer sessions, shallower engagement, visiting cancellation/pricing pages
• Churned: No sessions in 30+ days despite previous engagement

Step 6: Assemble the 360

## Customer 360 — user@example.com (User ID: 84721)

### Profile
- Plan: Enterprise | Role: Admin | Account: Acme Corp (50 seats)
- Customer since: March 2024 (17 months)
- Total sessions: 342 | Last active: Aug 3, 2026

### Engagement
- Last 30 days: 12 sessions (stable — matches their 6-month average)
- Primary features: Dashboard, Reports, User Management
- Power user: uses advanced filters, exports data weekly

### Success Events
- Last purchase: Jul 28 (order #4821, $1,200)
- 3 purchases in last 90 days ($3,800 total)
- No failed purchase attempts

### Friction Events
- 2 errors in last 90 days (both on /reports — likely a known bug, see JIRA-4521)
- 1 rage click event on "Export CSV" button (Jul 15 — button was slow to respond)
- No form abandonment, no dead clicks

### Trajectory: Stable ✅
Consistent enterprise user. No churn risk. One known bug affected them (JIRA-4521, fix in progress).

### Support Context
- Support ticket #2841 (Jul 15): "Export button not working" — resolved, caused by the JIRA-4521 bug
- No open tickets

### Recommended Actions
- Follow up when JIRA-4521 is deployed — this user was affected
- Good candidate for case study (long-term enterprise, high engagement)

Guidelines

• The 360 is a synthesis, not a data dump. Curate — highlight what matters, skip the boring sessions.
• For enterprise/B2B customers, include account-level context if available (total seats, other users on the account).
• If the user has 100+ sessions, don't read them all. Sample: first 5, last 5, and any with errors.
• The trajectory assessment (growing/stable/declining/churned) is the most actionable insight for CS and sales.
• Privacy: don't expose PII in the output unless the user explicitly asked for it. Use masked identifiers in the report.
• If the customer has zero sessions, say so and suggest checking: "They may be using a different email, or they're a prospect who hasn't used the product yet."