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

1. Go to the Analytics tab and click Customer Journey.
   The Analyze New Journey tab appears.
2. 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.
3. Click Next.
   The Journey Start Conditions section appears.

4. 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.

5. 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.

6. From the Starting Interaction Types option, select one or more interaction types for which you want to build a journey.
7. Click Next.
   The Journey End Conditions section appears.

8. 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.

9. To view the non-target outcomes, enable the Show Non-Target Outcomes toggle button.
10. From the Ending Interaction Types option, select one or more interaction types for which you want to build a journey.
11. Click Build Journey. The customer journey is prepared.
12. Click the View Journey Map button to view the journey.
13. (Optional). Click the View Top Paths tab to view the top paths of the journey.