Events and their attributes are used to create the journey analysis. Events are used to define the sequence you want to measure while attributes enable you to control the event details you want to include/exclude. Once you have defined the sequence, you can also specify how you want to measure the transition from event to event. Those properties can be controlled by clicking on the connector between the events. That will allow you to specify what you can use as a join between two events. Note that the values for attributes used as a join are not available for filtering or charting. They are identifiers only. The list of what is available depends on the events. For more information on available attributes, see Attributes in Journey Management.

The following events are available on Genesys Cloud Journey Management:

• Analytics detail events – To track events during a conversation between customer and agents, associated agent tasks, and related flows.
• Virtual agent events – To track events during conversations between customer and virtual agents.
• Knowledge events – To track events during the access of a knowledge base by an agent, bot, or a system for further information.
• Web events – To track a customers behaviour during their presence in a tracked website.
• Survey events – To capture which survey was administered, when the survey was completed, the survey score, the survey type (NPS or CSAT).
• Agentic virtual agent turn events – To view the details of an agentic virtual agent turn, including tool calls, tool results, guardrail violations, and session statistics.
• External events – To ingest events that originate or are tracked in systems outside Genesys Cloud into Journey Management to analyze customer journey patterns.