Use case for a simple journey
- Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3 or Genesys Cloud CX 3 Digital license
- Journey Management Creator, Editor or Viewer role
This article presents a sample use case for how to work with journey management. The use case shows a journey from which analysts can understand how many customers can perform self-service within a specific flow.
- Log in to your Genesys Cloud account and click the Journey Management menu. Genesys Cloud navigates you to the Journey Management screen.
- Create a new journey.
- To enter Edit mode and modify a journey, click Edit.
- Start to add events to your journey.
- Drag and drop a Voice > Voice Start event, which signifies an event when the customer joins a voice call.
- Next, add an IVR/IVR VA (Voice Assistant) > IVR Start event and for example, rename it Make a payment. Apply a filter for flowID and select the specific flow. This event signifies the customer’s intent to make a payment during their journey.
- In this next step, add two end events.
- Add a regular IVR/IVR VA > IVR End, which signifies the end of the voice call, no matter how the voice call ends. Add a conversation connection: in this way, you know that the interaction started and ended in the same IVR call flow.
- As the other end, add Voice > Agent Start, which signifies a voice conversation if the customer connected to an agent. Add a conversation connection: in this way, you know that the interaction with the agent started from the beginning IVR call flow.
Note: Make sure you add the Agent Start event respectively to the channel. Voice, Email, Chat, and SMS/Text all have the Agent Start event, but you need the Agent Start, which corresponds to your channel – in this example case, Voice > Agent Start.
- Add a conversation connection to the Voice Start: in this way, you can know that the Make a payment flow originated from the same IVR call flow.
- Click Save to save the journey.
- Click Calculate to calculate the respective numbers for each event.
Determine the ratio of self-serving customers
- To calculate the self-service rate, divide the Agent start event number by the IVR Start – Make a Payment event number and multiply it with 100 to get the percentage. This percentage number is the ratio of customers who were not able to self-service and Genesys Cloud connected them to an agent.
- To get the actual ratio of customers who were able to use self-service, subtract this percentage from 100%. For example, if the ratio of customers who connect to an agent is 30%, the ratio of customers who were able to use self-service is 70%.