The Customer Journey dashboard tracks the progress of an event. For example, you can build a journey to see how many interaction types resulted in a target outcome of customer payoff. or how many interactions were ended because customers hung up the call.
Building a Customer Journey
- Go to the Analytics tab and click Customer Journey.
The Analyze New Journey tab appears. - In the Journey Dates section, select a date range by using one of the following options:
- From the Date Range field, select a date range from the calendar.
- From the Journey Length slider, specify the number of days for the journey.
- Click Next.
The Journey Start Conditions section appears. From the Starting Services(s) field, select one or more services for which you want to build a journey.
Leave the field blank to include all the services.
From the Starting Campaign(s) field, select one or more campaigns for which you want to build a journey.
Leave the field blank to include all the campaigns.
- From the Starting Interaction Types option, select one or more interaction types for which you want to build a journey.
- Click Next.
The Journey End Conditions section appears. From the Target Outcomes(s) field, select a target outcome. Target outcomes display specific results. For example, no answer from a customer.
Leave the field blank to include all the target outcomes.
- To view the non-target outcomes, enable the Show Non-Target Outcomes toggle button.
- From the Ending Interaction Types option, select one or more interaction types for which you want to build a journey.
- Click Build Journey. The customer journey is prepared.
- Click the View Journey Map button to view the journey.
- (Optional). Click the View Top Paths tab to view the top paths of the journey.