Journey Action Maps Summary view
Prerequisites
The following permissions:
- Journey > Action Map > View
- Analytics > Journey > Aggregate > View
- Journey > Outcome > View
- Journey > Segment > View
- Journey > Action Map > Add (to duplicate an action map)
- Journey > Action Map > Delete (to delete an action map)
- Journey > Action Map > Edit (to activate or deactivate an action map)
The Journey Action Maps Summary view displays metrics about the effectiveness of your action maps. For example, the number of times an action map qualified to be offered to a visitor. Learn how visitors interacted with a specific action map and if the outcome of the action map was achieved. For more information about Genesys Predictive Engagement action maps, see About action maps.
To view action map metrics, click Performance > Workspace > Journey > Journey Action Map Performance. Customize the view with filters and column controls.
To save the view with your filter and column settings, click Save .
To export the data in the view, click Export .
This view does not automatically update. To see the latest metrics, click Refresh .
To create an action map, which uses different types of actions to enhance and extend a visitor’s journey, from the Journey Action Maps view, click Create action map.
Customize the view
Customize the Journey Action Maps Summary view to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of action map metrics. Your customizations remain in effect even if you leave and return to the view. You can also save your filter and column settings as a saved view to switch quickly between different data of interest in the same view.
To filter by action map name, type the first few letters of the name in the Filter by Action Maps field and then select the item from the list.
- The custom date range option in this view has a maximum length of 93 days.
- The date range filter applies to when visitor activity starts. Current visitor activity that started before the date range isn’t included in the action map metrics.
Use the date filter to customize analytics views.
Use presets to filter metrics by date, or configure a custom date range.
To use a preset to filter metrics, complete the following steps:
- Click the date to display the date filter.
- Under KEY DATE select Transcript Start or Conversation Start.
- In the Presets list, select a preset date option.
Date presets
| Presets | Description |
|---|---|
| Current interval |
Shows data for the current 30-minute time period. Note: Because Detail views include Interval in the data grid, the Current interval preset is not displayed for these views. |
|
Transcript Start |
Sorts the search results according to when the transcript begins. |
|
Conversation Start |
Sorts the search results according to when the conversation begins. |
| Today | Shows data for the time period that includes the current interval. |
| Yesterday | Shows data for the previous day. |
| This week | Shows data for a Sunday through Saturday time period. |
| Last week | Shows data for the previous week, Sunday through Saturday. |
| Previous 7 days | Shows data for the previous seven days. |
| This month | Shows data for the current month, with no extra days. |
| This month by week | Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday. |
| Last month | Shows data for the previous calendar month with no extra days. |
| Previous 30 days | Shows data for the previous 30 days. |
| Previous 3 months | Shows data for the previous 3 months. |
| Interval |
Shows data for a 30-minute time period. Note: Because Detail views include Interval in the data grid, the Interval preset is not displayed for these views. |
| Day | Shows data for a single 24-hour day. |
| Week | Shows data for a Sunday through Saturday time period. |
| Month | Shows data for the exact month with no extra days. If the current month is selected, you will see the data up to the current date. |
| Month by Week | Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday. |
To use a custom date range to filter metrics, complete the following steps:
- Click the date to display the date filter.
- Select a start date and an end date on the calendar, and click the filter arrow
.
To view data for a different time period using the same date presets, click the arrows on either side of the date display. 
For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.
To show or hide topic columns, click and then search or scroll to select the columns you want to view.
To rearrange topic columns, click a column header and drag it.
To reset a view to default column settings, click Reset view to defaults 
.
You can select up to 20 topic columns.
For more information about the metrics shown in the columns, see the Available Columns section in this article.
For more information about the metrics shown in the columns, see Available Columns below.
To filter by action map types, click Filters. Use the Action Map Type filter to display data, by action type, for your action maps. Filter by action map types Architect Flow, Content Offer, Integration Action, Web Messaging Offer, and Webchat. For more information about action map types, see Create an action map.
To filter by journey outcome or segment, type the first few letters of the name in the Journey Outcome or Segment field and then select the item from the list.
Available columns
Your customizations determine which columns the view shows.
| Column | Description |
|---|---|
| Name | Action map name. |
| Type | Type of web action associated to the action map, such as web chat or content offer. |
| Qualified | Number of times that the action map qualified to offer a web action to visitors. |
| Offered |
Number of times that the action map offered a web action to visitors. |
| Offered % |
Percent of qualified action maps that offered a web action (Offered/Qualified). |
| Blocked |
Number of blocked actions. Click the blocked count to view blocker constraint details for an individual action map. |
| Accepted | Number of times that visitors accepted the action map's web action. |
| Accepted % | Percent of web actions that visitors accepted (Accepted/Offered). |
| Engaged | Number of times that agents engaged with a web chat or web messaging. Note: This data is currently not available for web messenger. |
| Engaged % |
Percent of web chat or web messaging engagements that visitors accepted (Engaged/Accepted). |
| Rejected | Number of times that visitors rejected the action map's web action. |
| Rejected % | Percent of web actions that visitors rejected (Rejected/Offered). |
| Outcomes | Number of outcomes that have achievements because of the action map. Note: This data is currently not available for web messenger. |
| Outcomes Achieved | Number of times that the outcome associated to the action map was achieved. Note: This data is currently not available for web messenger. |
| Active |
Indicates whether the action map is active and ready to trigger on your website. |
| Updated |
Date the action map was last modified. |
|
Outcome value |
The outcome value achieved by each action map. |
Extra columns for export
The export file contains extra columns.
| Column | Description |
|---|---|
| Interval Start | The start of the time period selected for the export. |
| Interval End | The end of the time period selected for the export. |
| Interval Complete | True if the export was run after Interval End, and false otherwise. |
| Filters | Any filters applied to the export. |
| Aggregate or Detail | Aggregate is the primary row. Related Detailed subtable rows are below the Aggregate row. |
| Outcome ID | The ID for the journey outcome. |
| Action Map ID | The ID for the journey action map. |
| Segment ID | The ID for the journey segment. |
