Genesys Cloud - Main

Is there any customer journey reporting? We want to determine how many times the customer calls in a 7 day period, trying to get a resolution rate. I do see the customer Journey in the interaction and I would like to pull  report that shows all interactions within a specific time frame and how many times those customers called essentially. Maybe customer journey isn't the right area for this and could be another alternative. I do not want to search by ANI or anything like that.

#Reporting/Analytics

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Wendi Witzel
Supervisoe
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Hello Wendi,

I don't think that we have a way to filter down the insights in Customer Journey down to the past 7 days, though that sounds like a great feature to submit to the Product Ideas Lab.

To Access the Product Ideas Lab and add your idea:

1. Sign in to the Genesys Knowledge Network.
2. On the Product Ideas Lab section, click Browse and Submit Ideas.
3. From the Product Ideas Lab, click Add a Product Idea.

If you're interested in accessing a customer's journey, I've included the following excerpt from this Resource Center article:

The Customer Journeys tab displays a customer's contextual journey history and provides a holistic view of the interactions between the customer and the organization. The tab shows the customer data for the last 60 days. Supervisors with the appropriate access can see up-to-date stitched channel interactions of the External Contact.

1. Click Performance > Workspace > Contact Center > Interactions.
2. To view the customer journey, click an interaction.
3. Click the Customer Journeys tab.

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Jason Kleitz
Online Community Manager/Moderator
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HI Wendi! We have a new capability for this (Journey Management: https://help.mypurecloud.com/articles/about-journey-management/). It is an add-on but it works with all the interaction data that Genesys Cloud generates and has a long time horizon (up to 400 days) that you can analyze at the customer level. You can create a journey analysis that will show you how customers progress through a journey. A journey is made up of events that define interactions (Start Flow, End Flow) with filters that you can control (Queue, Flow Id, Media Type, Duration, and more). You can see how this is done via this video: https://www.genesys.com/resources/customer-journey-analytics -- though we have made some product changes that strengthen this considerably since this video was created. It's a very powerful analytical tool that is built right into Genesys Cloud (so no external data prep -- it's all automated).

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Jane Hendricks
Director, Product Management
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