Create a new journey visualization with Journey Management - Genesys Cloud Resource Center
Create a new journey visualization with Journey Management
AI-generated summary
Genesys Cloud Journey Management enables users to create and visualize customer journey visualizations across multiple channels by stitching conversations together using a single customer view. The feature requires appropriate licensing (Genesys Cloud CX 1-4 with Journey Management add-on) and role-based permissions (Creator, Editor, or Viewer), and analyzes customer interactions across inbound voice, callbacks, outbound voice, email, SMS, web message, web chat, and social messaging channels using External Contact ID and associated identifiers for cross-channel analysis.
Users can create up to 500 journeys per organization through the Journey Management interface by selecting "Create Journey" or duplicating existing journeys. The journey editor provides drag-and-drop functionality for adding events and editing filters and connectors, with canvas controls for undo, redo, zoom, and recenter operations. The editor operates in two modes: Analyze mode (default view for data calculation) and Edit mode (for journey modification), with users required to recalculate journeys after saving edits. Data availability spans 90 days of rolling provisioned data up to 365 days for querying, with data loading from midnight UTC of the previous day.
The date range selector includes ten preset options (Default, Yesterday, This Week, Last Week, Previous 7 Days, This Month, This Month by Week, Last Month, Previous 30 Days, Previous 3 Months, This Quarter, and Last Quarter) and displays all interface dates and times in the viewer's browser time zone, though chart calculations use GMT and all data maintains UTC timestamps. Users can compare identical journeys across different time periods by duplicating journeys and adjusting date ranges.
Events can be added manually or through Import Flow using Architect flows, with users able to duplicate, rename, edit filters, modify connector settings, and rearrange events through drag-and-drop functionality. Connectors establish event relationships with configurable time constraints and secondary join parameters; by default, Genesys Cloud joins events by Customer, with optional secondary joins on Conversation or Agent. Attribute filters enable inclusion or exclusion of specific values such as wrap-up codes, agent names, and bot names through case-insensitive, sequence-sensitive partial matching.
Journey Management supports three match type options for filtering: "Match any" returns events containing at least one selected value (default); "Match all" returns events containing all selected values plus potentially additional values; and "Match only" returns events containing exactly the selected values with no additional values. Users can create trend charts from events, which generate time series visualizations with a default 28-day X axis, event name on the Y axis, and customer count as the default metric.
System limitations include a maximum of 500 journeys per organization, 50 event types per journey, 25 data exploration queries per organization daily, and concurrent queries limited to five with a maximum of 20 connections per event. Users with appropriate permissions can edit any journeys regardless of creation ownership, and journeys are not locked during editing. Deleted attributes become inaccessible for filtering within their calculation period, though attribute name changes preserve functionality if the underlying ID remains unchanged.
One of the following licences:
Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital with the Journey Management add on
Only users with the appropriate permissions can create, edit, and view journeys in Journey Management.
Use to measure, monitor, and maximize customer experiences. Journey Management lets you analyze customer journeys across channels.
Note: Ongoing innovation may cause your interface to appear differently.
Journey Management uses a single customer view to stitch conversations across inbound voice, callbacks, outbound voice, email, SMS, web message, web chat, and social messaging together with one External Contact ID and these associated identifiers: phone number, email address, social ID, and cookie ID, which enables cross channel analysis. For more information, see Single customer view.
The constant monitoring of journey performance allows you to identify which journeys, or moments within a journey, need improvement.
Log in to your Genesys Cloud account and from the menu, click Journey Management. Genesys Cloud navigates to the Journey Management screen.
Note: The Journey Management screen lists all of your existing journeys. Genesys Cloud lists your environment’s journeys by the characteristics Name, Created By, Date created, and Last modified. Use Search to filter journeys by Name and Created By.
To create a new journey, perform one of the following steps:
On the Home screen, under Start a new journey, click Create Journey. You can create up to 500 journeys per organization. Alternatively, you could duplicate an existing journey and edit it as required. The option to duplicate an existing journey is available only from the list view on the Journey Management page. Click More alongside an existing journey, and then click Duplicate.
Click View all at Recent journeys. Genesys Cloud navigates you to the list of your journeys. Then, click New journey.
Enter a title for your new journey and then click Create journey. Genesys Cloud then navigates you to the journey editor screen.
Journey editor overview
The journey editor view lets you create your preferred journey. You can drag and drop events to the canvas and edit event filters and connectors between the events.
Canvas options in the upper right corner let you undo () and redo () your actions. Canvas options in the lower left corner let you zoom in (), zoom out () from and recenter () the canvas whenever you want to.
Edit mode and Analyze mode
By default, the journey editor loads in Analyze mode; in this mode, the Add events button on the left side of the screen is unavailable. This view includes two available buttons in the upper right corner: Edit and Calculate.
To enter Edit mode and modify a journey, click Edit. Make sure that you savethe journey regularly as you work.
Notes:
Edit mode and Analyze mode helps you differentiate between the editorial and the calculation process.
If you make and save edits in a journey, Genesys Cloud deletes any previous data calculations and you must recalculate the journey.
Journey Management creators and editors who have the Journey > Views > Edit permission can edit any journeys, not just the journeys they create. Genesys Cloud does not lock journeys.
Date selector
You have 90 days of Genesys Cloud data available when they are provisioned rolling to 365 days of available data to query. Data is not available for the present day; it is loaded from midnight UTC the previous day.
You can find the date range selector at the top of the journey. The date range selector includes a time picker to specify both the date and time when filtering journey data. By default, the time is set to 12:00 AM in the viewer’s local time zone.
All dates and times shown in the Journey Analyzer interface are displayed according to the viewer’s browser time zone.
While the user interface displays dates and times in the local time zone, chart calculations continue to use GMT.
Timestamps indicating when data was captured are also converted and displayed in the viewer’s local time zone.
Notes:
You can only make date range selections in Edit mode.
The default date selection is the last 90 days of data unless changed.
All data in Journey Management has a UTC time stamp, and date ranges are all UTC defined.
You can compare two identical journeys, but in different time periods. For example, if you want to compare journey data from Q3 and Q4, you can duplicate the journey from the list view, change the date range, then run the calculation and compare the two different data sets.
Date selector presets
There are 10 preset date selectors available on the left side for convenience. The date selector presets are aligned with the presets in Analytics.
Preset
Description
Default
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 when 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 three months.
For example: November 1, 2024 – January 31, 2025.
This quarter
Shows data from the first day of the quarter to yesterday’s date respective to the current date.
Last quarter
Shows data from the first day of the last quarter to the last day of the last quarter.
For example: July 1, 2023 – September 30, 2023
Add events to the journey
To start the journey editor, from the Home screen, create a new journey or select an existing one. You can add events to the canvas manually or use Import Flowto start with an Architect flow.
To enter Edit mode and modify a journey, click Edit.
Select the event that starts the journey and then drag and drop it to the canvas. Genesys Cloud snaps the event to the canvas.
Arrange the next events according to your needs. You can duplicate events, rename events, edit event filters, modify connector settings, and drag and drop events to new connectors at any time.
To duplicate or rename an event, click More on the lower right corner of the event, and click one of the following options:
Duplicate Event – A duplicate event card with a temporary connector line appears. Drag and drop it to the desired location on the journey canvas. When you duplicate an event, all filters selected for the original event card are available in the new event card as well. The charts are not copied to the new event.
Rename Event – Enter the name, and then to save the new name, select the check box icon.
The image shows an example of how to drag an event that connects to an already established event. You can drag and drop a new event on any of the already established events or connectors.
Click the image to enlarge.
Import a flow
You can use an existing Architect flow instead of building a journey from scratch:
On the Journey canvas, select Import Flow.
Select a published flow and review the flow in the Journey Flows Sankey view.
Select the nodes you want to analyze.
Click Add to Journey.
Click Save and Calculate to view results.
Insert a new event between two existing events in the journey
To add a new event between two existing events:
From the menu, drag the event you want to insert over the connector between two existing events.
When Genesys Cloud highlights the connector and the corresponding events, you can drop the new event between the two existing events.
The journey dynamically adjusts to accommodate the new event card in the most space-efficient manner.
Notes:
If the preferred connector does not highlight, zoom in on the journey canvas. Depending on the available space and paths of the events, this action may push existing event cards to the right or to the left.
You can remove the event with the Undo button on the upper right of the journey canvas.
It is not possible to change the orders of events vertically.
If you drag a new event to a connector, Genesys Cloud resets the connector’s previous settings.
View event card details
After you add the events to the journey canvas and configure the required filters, you can view a summary of the event on the left panel. Click the event card to view the filter and the media details.
The following event details panel show the filters included (denoted with a + sign) and the Callback media type excluded (denoted with a – sign). Click the filters on the event details panel to set event filters.
Manage event connectors
Connectors establish the relationships between the events of the journey.
To create a connection, click More on the lower right corner of the event and then select Add connection. A dotted line indicates the direction of the new connector. To finish the visual display, attach the connector to your preferred event.
To edit a connection, click an established connection. In the Connector settings pane, you can determine the time constraints for the connection.
You can set a secondary join for the connection. By default, Genesys Cloud joins every event based on the Customer. You can also set a secondary join on Conversation. For more information about a sample use case, see Use case for a simple journey.
Note: Agent is only available as a secondary join when at least one of the connected events is agent-related; for example, Agent Start or Agent End.
Click Save.
If you changed a connection, an icon on the connection line indicates the change.
Click More on the lower right corner of the event and select Add filter. Genesys Cloud opens the Attributes Filter editor.
Set whether you want to exclude or include the filters.
Note: This step is not available for numeric and time filters.
In the Attribute list, select the attribute. The attribute filter displays the available wrap up, agent and bot names that you can choose from. Enter the filter name in the Search field for a specific result.
Note: The Search field is not case-sensitive, but it is sequence sensitive and allows a partial search.
Applied filters at the top of the pane list your selected filters. To remove a filter from Applied filters, click the x next to its name, or click Clear filters to remove every filter.
When you finish attribute selection, click Apply filters. The filter icon appears brighter, which indicates that the event contains filtered attributes.
Filter match types for multiple attribute values
Some attributes can contain multiple values for a single event. For example, an Agentic Virtual Agent Turn event records each tool that the virtual agent called during the turn. When you select multiple values for an attribute, use Match type to specify how Journey Management compares your selections with the event values.
Match any — Matches events that contain at least one selected value. This is the default.
Match all — Matches events that contain all selected values. The event can contain additional values.
Match only — Matches events that contain all selected values and no additional values.
For example, the following Agentic Virtual Agent Turn events contain these tool values:
Event
Tools called
Turn 1
Tool A, Tool B, Tool C
Turn 2
Tool A, Tool C
Turn 3
Tool B
Turn 4
Tool A, Tool B
If you filter the toolCall.toolName attribute for Tool A and Tool B:
Match any returns Turn 1, Turn 2, Turn 3, and Turn 4 because each contains Tool A, Tool B, or both.
Match all returns Turn 1 and Turn 4 because both contain Tool A and Tool B. Turn 1 also contains Tool C, which is allowed.
Match only returns Turn 4 because it contains Tool A and Tool B, with no other tools. Turn 1 is excluded because it also contains Tool C.
Note:
The order in which you select values does not affect the results. For example, selecting Tool A and Tool B returns the same results as selecting Tool B and Tool A.
A match type applies only to the selected values for a single attribute. You cannot use a match type to combine conditions across different attributes.
Notes:
You can choose any of the attribute values that are available when you create the journey.
If you delete an attribute (for example, a queue), but the calculation period includes a time when that attribute was available, you cannot access that respective attribute for filtering.
Attribute values are presented in alphabetical order.
If you change an attribute name, but not the ID, then the new attribute name is available from the list.
If you exclude an attribute, Genesys Cloud hides the excluded attribute’s sub attributes from the selectable list.
Create a trend chart from an event
Click More on the lower right corner of the event and then select Create a Trend Chart. Genesys Cloud opens the chart editor with pre-populated information from the event card. Genesys Cloud creates a time series chart, with an X axis that defaults to 28 days, a Y axis that displays the name of the event, and count type defaulting to customers.
Edit any chart data, as required.
Note: The default chart title is Day-<event title>. If you update the chart details, the title does not change.
Example for a visualized journey
This image shows a completed, visualized journey with different event types and finished calculations. You can duplicate journeys and refresh the calculations according to your needs.
Tip: Build high-level journeys, copy a journey, and then refine the copied journey with filters that include or exclude attributes; for example, queue, bot flow, disconnected even names, wrap up name. If you add connector settings, which can fine-tune the time between events, you can refine a journey remove outliers in the data.
Click the image to enlarge.
Limits
You can create up to 500 journeys per organization.
You can add up to 50 event types to a journey.
Note: If you insert new events between two existing events, and the event number increases above 50, Genesys Cloud cannot save the journey and displays an error.
Organizations can have up to 25 queries per day for exploring data and hypothesis testing. No more than five (5) concurrent queries are allowed.
The maximum number of connections per event is 20.