Feature coming soon

  • Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital or Genesys Cloud CX 1 Digital Add-on II license
  • Journey Management Creator or Editor role

    Use Journey Management to measure, monitor, and maximize customer experiences. Journey Management lets you analyze customer journeys across channels.

    Journey Management uses single customer view to stitch conversations across inbound voice, call backs, outbound voice, email, SMS, web message, web chat, social messaging together with the one External Contact ID with these associated identifiers; phone number, email address, social ID, cookie ID enabling cross channel analysis. For more information see Single customer View.

    Note: To visualize specific paths that your customers take, see Journey Flows overview.

    The constant monitoring of journey performance allows you to identify which journeys, or moments within a journey, need improvement. 

    1. Log in to your Genesys Cloud account and click the Journey Management menu. Genesys Cloud navigates you to the Journey Management screen.
    2. To create a new journey, perform one of the following steps:
      • On the Home screen, under Start a new journey, click Start journey.
        Start a new journey section
      • Click View all at Recent journeys. Genesys Cloud navigates you to the list of your journeys. Then, click New journey.
    3. Enter a title for your new journey and then click Create journey. Genesys Cloud then navigates you to the journey editor screen.

    Journey editor overview

    The journey editor screen lets you create your preferred journey. You can drag and drop events to the canvas and edit event filters and connectors between the events.

    Canvas options in the upper right corner let you undo () and redo () your actions. Canvas options in the lower left corner let you zoom in (), zoom out () from and recenter () the canvas whenever you want to.

    Edit mode and Analyze mode

    The journey editor is in Analyze mode by default; in this mode, the Add events button on the left side of the screen is unavailable. This view includes two available buttons in the upper right corner: Edit and Calculate.

    To enter Edit mode and modify a journey, click Edit. Make sure you Save the journey regularly as you work.

    • Edit mode and Analyze mode helps you differentiate between the editorial and the calculation process.
    • If you make and save edits in a journey, Genesys Cloud deletes any previous data calculations and you must recalculate the journey.
    • Journey Management creators and editors who have the Journey > Views > Edit permission can edit any journeys, not just the journeys they created. Genesys Cloud does not lock journeys.

    Add events to the journey

    1. To start the journey editor, from the Home screen, create a new or select an existing journey.
    2. To enter Edit mode and modify a journey, click Edit.
    3. Select the event that starts the journey and then drag and drop it to the canvas. Genesys Cloud snaps the event to the canvas.
    4. Arrange the next events according to your needs. You can rename events, edit event filters, modify connector settings, and drag and drop events to new connectors at any time.
    5. To rename an event, click More in the upper right corner of the event and then select Rename event. Enter the name and to save the new name, select the check box icon.

    The image shows an example of how you can drag an event that connects to an already established event. You can drag and drop a new event on any of the already established events or connectors. 

    Click the image to enlarge.
    Drag and drop a new event into a journey

    List of events

    This table summarizes the available events. For more information about explanations, see Analytics Detail Events on the Developer Center.

    Note: The examples in the screenshots in this article provided for for bot flows and are available if you have set up the corresponding architect flows.
    Event source Event
    • Voice Start
    • Voice End
    • Agent Start
    • Agent End
    • Wrap Up
    • Voicemail Start
    • Voicemail End
    • After Call Work
    • Callback Start
    • Callback End
    • Calls All Start
    • Calls All End
    • Bot Start
    • Bot End
    • Bot Turn
    • ACD Start
    • ACD End
    • Voice Campaign
    • Chat Start
    • Chat End
    • Agent Start
    • Agent End
    • Wrap Up
    • Bot Start
    • Bot End
    • Bot Turn
    IVR/VA (Voice Assistant)
    • IVR Start
    • IVR End
    • IVR Bot Start
    • IVR Bot End
    • SMS Start
    • SMS End
    • Agent Start
    • Agent End
    • Wrap Up
    • Bot Start
    • Bot End
    • Bot Turn
    • SMS Campaign
    Social & web messaging
    • Open Message Start
    • Open Message End
    • Agent Start
    • Agent End
    • Wrap Up
    • Bot Start
    • Bot End
    • Bot Turn
    • Email Start
    • Email End
    • Agent Start
    • Agent End
    • Wrap Up
    • Bot Start
    • Bot End
    • Bot Turn
    • Email Campaign

    Manage event attribute filters

    You can include or exclude attributes, so that Genesys Cloud counts only events with your specific attributes in your journey.

    What is an event attribute?

    An event attribute is the metadata related to an event. This data describes the nature of the event, and gives further context. Genesys Cloud groups event attributes into a set of pre-defined categories, based on the information that they hold. You can use event attributes to filter events in a journey visualization. 

    Set attribute filters for an event

    1. Click More in the upper right corner of the event and select Add filter. Genesys Cloud opens the attributes filter editor.
    2. Set whether you want to exclude or include the filters.
    3. In the Attribute drop-down, select the attribute. You can also search for an exact value in the search field. 
    4. Applied filters at the top of the pane list your selected filters. To remove a filter from Applied filters, click the x next to its name, or click Clear filters to remove every filter.
    5. When you finish attribute selection, click Apply filters.

    Manage event connectors

    Connectors establish the relationships between the events of the journey. 

    • To create a connection, click More in the upper right corner of the event and then select Add connection. A dotted line indicates the direction of the new connector. To finish the visual display, attach the connector to your preferred event.
    • To edit a connection, click an established connection. In the Connector settings pane, you can determine the time constraints for the connection.

      • You can set a secondary join for the connection. By default, Genesys Cloud joins every event based on the Customer. You can also set a secondary join on Conversation. For more information about a sample use case, see Use case for a simple journey.
        Note: Agent is only available as a secondary join when at least one of the connected events is agent-related; for example, Agent Start or Agent End.
      • Click Save.
      • If you changed a connection, an icon on the connection line indicates the change.

    Calculate events

    1. When you finished building the journey, save all changes, and then click Exit editing to return to Analyze mode.
    2. To calculate event possibilities, click Calculate in the upper right corner. Genesys Cloud then runs journey queries.
    Note: The calculation can take some time to complete.

    When the calculation is ready, Genesys Cloud applies the calculated numbers to the respective journeys. The journey editor displays the volume of customers moving between events with a thicker connection line. 

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

    Example for a visualized journey

    This image shows a completed, visualized journey with different event types and finished calculations.

    You can duplicate journeys and refresh calculations according to your needs.

    Tip: Build high level journeys, copy a journey, then refine the copied journey with filtering by including or excluding attributes; for example, queue, bot flow, disconnected even names, wrap up name. You can also refine a journey if you add connector settings which can finetune the time between events, and in this way, remove outliers in the data.

    Click the image to enlarge.

    A completed, visualized journey


    • You can create up to 500 journeys per organization.
    • You can add up to 50 event types to a journey.
    • The maximum number of calculations (journey queries) per day and per organization is five.
    • The maximum number of connections per event is 20.

    For more information, see the following articles: