Calculate journey events

  • Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4 license
  • Journey Management Add-On
  • Journey Management Creator, Editor or Viewer role

    When you are finished with building the journey, you can choose to create charts of interest, or run a calculation and then decide what charts to build based on the journey results.

    1. Save all changes you made in the journey, and then click Exit editing to return to Analyze mode.
    2. To calculate event possibilities, click Calculate in the upper right corner. Genesys Cloud processes a journey query. After the query is complete, the results are populated onto the journey.

    Notes:
    • The calculation can take some time to complete.
    • You can create up to 10 charts per journey.

    When the calculation is ready, Genesys Cloud applies the calculated numbers to the respective journeys. The thickness of the connection lines represents the volume of customers moving forward between two connected events.

    Genesys Cloud displays the date range and the date of the last calculation in the lower right corner of the screen.