Charts in Journey Management

Los gráficos utilizan los datos de Journey Management para ofrecer análisis de tendencias en , ayudar en la resolución de problemas y proporcionar información sobre el comportamiento operativo y de los clientes. Puede crear gráficos para investigar, evaluar y revisar las métricas del viaje. Con la ayuda de los gráficos, puede analizar las tendencias a lo largo del tiempo, comparar puntos de datos, seguir el progreso o los cambios y comprender a sus clientes.

You can create charts with data from your previously constructed journey.

Charts help contact center managers, journey managers, customer experience managers, and analysts to:

• understand the customer journey over a period
• understand relationships or correlations between different event cards
• understand the impact on the holistic customer journey in the contact center
• optimize performance of the journey, when there was a change in performance

Filters in charts

Charts only retrieve the data of the journey value. If you choose to exclude certain attribute values, then the chart does not include them. Alternatively, if you choose to include only certain attribute values, then only the included values are present in the chart breakdown.

Genesys Cloud applies the same filters for the charts that you applied for the journey.

Create a chart for a journey

On the right side of the journey canvas, you can view the charts you create. Calculated charts display a visual thumbnail; charts that still need calculation display the Requires calculation message.

To access chart configuration, click the Charts icon in the upper right corner of the screen. Click a chart to see a detailed visual representation.

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Create a new chart

Click New chart. Genesys Cloud navigates you to the chart configuration screen. Your journey must be in Edit mode for you to edit the charts as well.

On the left side of the chart configuration screen, you can edit your chart; the right side shows the visual representation of the chart and your journey for reference. If you don’t want to see the journey, click Hide journey.

Ficha Configuración

Set the chart headings and label names in Settings.

Show me the Settings tab

1. Enter a name for the chart in the Chart title.
2. Enter the axis titles in X-axis title and Y-axis title.
3. Toggle Legend on or off.
4. If you define Y-axis data points under the Data tab, you can update their labels in Settings. Set the label names for the Series labels. You have the same number of Series labels as many Y-axis data points that you define under the Data tab.

Data tab

You can set the chart type and define chart data.

Show me the Data tab

Chart type

You can select from three chart types: Column, Bar, Line.

Chart data

Journey Management charts enable you to count event data by time and attribute values. You can show customers or events. Customers are the unique customers that fit the chart criteria. Events are the total number of interactions that fit the chart criteria.

• Time series include: day, week, month, or year.
• Attribute values include: default and organization-defined values.
  
  Examples for default values: direction, message types, disconnect reasons, transfer type.
  Examples for organization-defined values: QueueID, flowID, userID (agents), intents, botID, wrapupCode.

1. Set the X-axis data points under the Data tab.  
   • Default values for Time:
     

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     Time value	Default value
     Día	Last 28 days of data
     Semana	Last 12 weeks of data
     Mes	Last 13 months of data
     Year	Calendar year and previous calendar year of data

     
     
     Note: You can select up to 50 items to display, so you can increase any of the time values to 50.
   • Default values for Attribute: Genesys Cloud lists the top 50 labels. 
     
     Nota:

     • If you create a chart on event:attribute selection on the X-axis of an event, you can only set up the chart on that specific event, or on events that come after that specific event in the journey path. It is not possible to create a chart on events that have preceded that specific event, or are not on its path.

     • Not all attribute values have data. For more information, see Filters in charts.

2. Set the Y-axis data points: you can choose Customers or Events as the data type. Select the data type from the drop-down, then select the corresponding event.
   • If you define Y-axis data points, you can go back to Settings and update their labels. Select the label names for the Series labels. You have the same number of Series labels as many Y-axis data points that you have defined.
     

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3. Click Create chart. Genesys Cloud takes you back to the journey canvas.

You can choose to create another chart or run a calculation.

Calculate charts

1. Open the journey that you want to perform calculations for.
2. Click Calculate in the upper right corner.
3. Genesys Cloud runs a new calculation on the journey and all the associated charts.
   
   Nota: El cálculo puede tardar algún tiempo en completarse.

Understand chart results

To open a chart, click the Charts icon in the upper right corner of the journey canvas.

Click a chart to see a detailed visualization.

Post chart calculations

• If your journey is in Analyzer mode, click View Chart Details to see the chart configuration. You can’t edit your chart in this state.
• If your journey is in Edit mode, click Edit chart to open the chart editor.

Ejemplos de

Chart result errors

Charts can display the following errors:

• Invalid chart: An event was deleted from the journey.
• Requires calculation: You have not yet run a calculation on the journey. Calculate the journey so the chart can update.
• Update calculation: The previous calculation is not valid, because the journey was edited. To update the chart, run a calculation.
• No data: No data exists to support the ability to create the specified chart. Possible reasons are that the selected attribute has no data due to a filter, or the nature of the event itself.