Differences between Journey Management and Journey Flows

Genesys Cloud has two powerful capabilities for customer journey analytics: Journey Flows and Journey Management , which both provide data visualization in Genesys Cloud.

  • Journey Flows is an instant view of an individual flow and measures the flow of interactions across branches, milestones, and outcomes of a single journey. For more information, see Journey flows overview.
  • Journey Management visualizes, measure, monitor and simultaneously optimize CX, EX and business performance by focusing on the journeys your customers take as they seek to achieve a goal. Users can drag and drop events on to the canvas and plot the sequence of events across channels that measure how customers are progressing through a journey. For more information, see About Journey Management.

Key differences

See the main differences between Journey Management and journey flows in the following table.

Characteristics Journey flows Journey Management
Enablement Available in Architect.

Available as a product add-on in any Genesys Cloud license.
Data used
  • Any individual call flow or bot flow journey built in Architect.
  • Granular detail on milestones and outcomes within a journey.
  • Provides data for all flows, and can filter the journey to include and exclude specific flows.
  • Includes voice and digital channels, as well as agent and agentless events in a journey.
  • Offers a high-level bot flow event data including start, turn, and end that can be filtered by attributes such as intents, outcomes, disconnect reasons.
Time range Seven days of data. Starts with 30 days of data and accumulates to a max of 400 days of data to analyze.
Configuration
  • Offers instant view into paths taken.
  • Users cannot make any changes to the report. It is View Only, so journey flows do not have any filtering capabilities.
  • A blank canvas where events in a journey are mapped and designed by users in a connected sequence.
  • Filters can be used on events, for example, to select 1 or more flow journeys to evaluate or attribute filtering; for example, specific queues or wrap up codes.
  • Time constraints between events.
Data update Updates from the previous night and batch. Updates from the previous night and batch.
Pre- and post-flow activity Journey flows cannot visualize customer journey data across multiple flows. Users can create a journey that shows the pre- and post-flow outcome experience; for example, bot to web messenger, voice start to voice bot flow to agent.
Use cases Measure and monitor flow performance step by step and identify points within a flow for optimization. Users can measure monitor and benchmark first contact resolution, self-service containment, routing efficiency (agent to agent transfers), and improved analyst throughput.
Channel behavior Analysis can be assessed in three different ways:
  • Single channel; for example, inbound calls.
  • Multichannel; for example, an inbound call with call flow or all voice interactions.
  • Multi-session journey; for example, multiple inbound calls from the same customer, or an inbound call that is followed by an email.