Genesys Cloud's Journey Segments view provides comprehensive metrics on visitor segments and engagement effectiveness, displaying outcomes achieved through session and customer segments using action maps. Access to this view requires specific permissions including segment viewing, analytics aggregation, action map viewing, outcome viewing, and segment creation, deletion, and editing capabilities.
The view enables users to identify and analyze visitor groups based on shared characteristics through segment creation functionality. Users can customize the display using filter and column controls to show specific segment metrics, with filtering options available by journey segment name through partial text matching and by date ranges up to 93 days maximum. The date range filter applies to when visitor activity begins, excluding current activity initiated before the specified range from segment metrics.
Customization features include preset date options such as Today, Yesterday, This Week, Last Week, Previous 7 Days, This Month, Last Month, Previous 30 Days, This Month by Week, Previous 3 Months, Day, Week, Month, and Month by Week, as well as custom date ranges up to 6 weeks configured through calendar selection. A Time Zone dropdown menu allows users to view data in different time zones and save reports with selected settings. Users can show, hide, and rearrange columns through the Edit Columns icon, with options to sort alphabetically and group by categories. Column management supports keyboard-accessible reordering using the grid icon, Spacebar, and arrow keys, with support for up to 20 columns and a "Reset view to defaults" option.
Export files contain additional metadata including interval start and end times, interval completion status, applied filters, aggregation levels, outcome IDs, action map IDs, and segment IDs. Table functionality includes enhanced accessibility features such as keyboard navigation, screen reader support, and focus management. Column width can be adjusted by hovering over column header boundaries and dragging to resize, while horizontal scrolling enables navigation when table views exceed available screen width. Users can save customized filter and column settings as saved views for quick access to different datasets, and manual refresh functionality is available. Note that Genesys Cloud will deprecate the Journey Outcomes feature in Genesys Predictive Engagement
Feature deprecation: Genesys Cloud will deprecate the Journey Outcomes feature in Genesys Predictive Engagement (GPE). For more information, see Deprecation: Journey Outcomes.
The following permissions:
Journey > Segment – View
Analytics > Journey > Aggregate – View
Journey > Action Map – View
Journey > Outcome – View
Journey > Segment – Add (to to create or copy a segment)
Journey > Segment – Delete (to delete a segment)
Journey > Segment – Edit (to activate or deactivate a segment)
The Journey Segments Summary view displays metrics on specific segments of visitors and how well you are engaging them. For example, the number of outcomes that were achieved by session segments and customer segments using an action map. For more information about Genesys Predictive Engagement segments, see About segments.
Available columns
To view the available columns, see Journey Segments Summary view section in the View available columns in performance views by category article.
This view does not automatically update. To see the latest metrics, click Refresh.
To create a segment, to identify segments of visitors based on their shared characteristics, from the Journey Segments view, click Create segment.
Customize the view
Customize the Journey Segments Summary view to show only certain data. For example, you can choose to show only certain columns to see certain types of segment 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 journey segment, type the first few letters of the journey segment in the Filter by Segment field and then select from the list.
Note:
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 is not included in the segment metrics.
To customize analytics views, use the date filter.
To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to 6 weeks.
To use a preset to filter metrics, complete the following steps:
To display the date filter, click the date.
In the Presets list, select a preset date option.
Date presets
Presets
Description
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.
Last month
Shows data for the previous calendar month with no extra days.
Previous 30 days
Shows data for the previous 30 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.
Previous 3 months
Shows data for the previous 3 months. For example, Nov 1, 2022 – Jan 31, 2023.
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 can 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.
Click Apply.
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 view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.
Tables are updated to provide a more accessible and user-friendly experience through enhanced keyboard navigation, screen reader support, focus management, and improved accessibility compliance. These enhancements help users interact with table content more effectively. You can also resize columns and scroll horizontally, making it easier to view and work with large datasets.
To show or hide columns:
At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane appears.
Click the Manage columns tab.
(Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z.
(Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
(Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle.
Search or scroll to select the columns you want to view.
Note: You can also use keyboard navigation to choose the columns.
Click Save. The selected columns appear on the screen.
Note: The column selections appear only after saving the changes and do not apply to the table immediately.
To reorder the columns within the column picker:
At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane (column picker) appears.
Click the Reorder columns tab.
Click the grid icon of a column, and then drag and drop to reorder it within the column picker.
Notes:
You can also use keyboard shortcuts to reorder the columns. To reorder the columns using the keyboard, perform the following:
Click to select the grid icon of the column to be reordered, and on the keyboard, press the Spacebar.
To position the column, use the Up or Down arrow keys.
Press the Spacebar. The chosen column is reordered.
To improve keyboard accessibility and provide a more consistent user experience, column reordering is no longer performed by dragging column headers directly in the table. To reorder columns, use the Reorder Columns tab.
To reset a view to default column settings, click Reset view to defaults .
You can select up to 20 columns.
To better accommodate your screen size and reporting needs, you can customize the table layout in the view.
Resize columns
To resize the width of a column:
Hover over the boundary between two column headers.
When the resize cursor appears, click and drag the column border left or right.
Release the mouse button when the column reaches the desired width.
Resizing columns can help you view longer values, such as conversation IDs, user names, or other data, without truncation.
Scroll horizontally
If the view contains more columns than can fit within the available screen width, a horizontal scroll bar appears at the bottom of the table.
To view more columns:
Use the horizontal scroll bar at the bottom of the table.
Scroll left or right to access columns that are not currently visible.
Horizontal scrolling lets you view all available data while maintaining your selected column widths.
Note: Column resizing and horizontal scrolling affect only the display of the current view and do not change the underlying data.
For more information about the metrics shown in the columns, see Available Columns below.
To filter by journey outcome or action map, type the first few letters of the journey outcome or action map name and then select from the list.