About Journey Management

Genesys Cloud's Journey Management platform enables organizations to analyze, measure, monitor, and orchestrate customer journeys across multiple channels to optimize experiences and improve business outcomes. The platform provides comprehensive visualization tools, event management capabilities, and analytics features for tracking customer interactions including virtual agent, knowledge base, web, and survey interactions. Core functionalities include journey visualization creation with distinct Edit and Analyze modes, event attribute filtering, connector management, funnel analysis, journey event calculations, and customizable charting options. The platform supports multiple event types including analytics detail events, virtual agent events, knowledge events, web events, external events, and survey events, along with event joins and attribute management capabilities. Users access Journey Management through specific licensing and role assignments, with availability varying by license type. Pricing details are available in the Add-ons section and Fair Use allocation guidelines within the Genesys Cloud pricing hub. Implementation includes role assignment procedures, screen navigation guidance, and licensing considerations. Analytics functionality encompasses journey event calculations, funnel analysis, and chart creation with customizable visualization options for comprehensive customer journey tracking. The platform differentiates itself from Journey Flows by offering more advanced journey orchestration and analysis capabilities, supporting event joins, attribute management, and integration with Orchestrator Education courses for enhanced learning. The documentation provides comprehensive guidance on Journey Management implementation, from basic use cases to advanced analytical capabilities, with defined billing scenarios and access to community support for additional assistance.