We had a lot of questions that came in before the event. Here is a quick summary of the member Questions and PM Answers:
Question -
My question may not be one for the team as it does kind of go into commercial territory. But it's my understanding Journey Management is mimic licensing. For larger contact centres, talking in the 1000s or tens of 1000s of agents that's not an insignificant monthly cost. Are there any discussions around changing that model to make it a bit more palatable and therefore make the adoption path easier?
Answer from Charles -
This answer covers the pricing and licensing questions raised by a few of you.
- Genesys Cloud Journey Management is an add-on available to all GC licenses 1-3 and included in GC4 (from Jerold & Cesar)
- Yes. Journey Management is a mimic SKU meaning it must match the number of users you license (from Vaun)
- Journey Management's fair use policy is anchored in event volumes
- For large volumes, please connect with your account team on how best to ensure Journey Management meets your business case expectations (from Vaun)
For more information on billing and billing scenarios, please reference: https://help.mypurecloud.com/articles/billing-scenarios-for-genesys-cloud-journey-management/
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Question -
In real scenarios, It's always tricky to get a full picture when the data isn't neat; often due to inconsistent or missing customer identifiers. So, any way to use Journey management in identifying resolutions across fragmented sessions and channels?
A hint of may be what works well for resolving identities and stitching journeys together !
Answer from Jane -
Thanks for the question! Identify resolution is at the source and relies on our Single Customer View feature https://help.mypurecloud.com/articles/single-customer-view-overview/. To ensure that we have a single identifier for all the channels, it's the External Contacts that help us do that. https://help.mypurecloud.com/articles/about-external-contacts/ These supporting features make sure that the data that gets to Journey Management is already stitched and that we are working with data that is complete. There are some things that can be done at the flow level to set the identifiers through participant data actions but using External Contacts will enable the single customer view to do what it does really well -- which is stich the various channels such that we can track behavior/interactions for a single customer cleanly.
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Questions -
- Are the funnels or charts exportable in PDF or XLS formats?
- Can metrics, such as the average duration taken for a specific milestone or outcome, be inserted to the stories?
- This feature would be very useful for clients who uses Voice Flows primarily. Is it available in CX1? Which licenses will it be featured?
Answer from Charles -
Thanks for your questions!
- Funnels and charts can be exported as JSON and then converted to whatever format you need
- You can filter events by numeric values within the Event Card. So, if you wanted to see the number of customers at the end of an IVR session who had journeys less than, equal to, greater than etc. some average, the card will filter those customers based on that criteria. Of course, Genesys Cloud provides all sorts of metrics like average duration in Performance workspace to help you
- Yes! JM is available to CX1 customers as an add-on.
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Questions -
1. Are these features included in the basic service or do I need to purchase some type of license or additional service?
2. If I want data older than 90 days, is it possible to manage it? The question is why some clients request more time.
3. What storytelling tools are mentioned in Your Data, Your Story?
Answer from Charles -
- Journey Management is an add-on to all license types of Genesys Cloud
- Our initial backfill of data is 90 days and then we continue to fill "the bucket" until we have 400 days worth of data. Then we drop a day from the beginning and add "yesterday" (its a shifting right window). More active management of this data sets is currently part of the roadmap where we want to enable customers to see more metadata reporting on that data.
- We do support a variety of tools to extract insights, notably Journey Charts and Journey Funnels. Charts allow to plot time-based, event based, and customer counts. For example, for "customer start" event, a chart will tell you how many customers started by channel they showed up in. Funnels allow you easily see drop offs from step to step by count or percentage. Together these tools help you articulate the journey stories of your customers because the data is generated by the interactions those customers take on the Genesys Cloud platform (and, in the future, interactions occurring immediately preceding or post an contact center interaction). That's why its Your Data (generated from your customers' real-life interactions), Your Story (the journey analysis tools to make those experience come to life so that you can improve those experiences).
Answer from Jane
To add a bit more color to our storytelling capabilities. When designing your analysis, you can add descriptive titles to the events so they are easy to read and understand. Filters on the events and connectors let you control what you show and with charts you can customize titles for the chart itself, the axes. All of this means that a viewer that is interacting with the analysis can understand the purpose of the analysis. And as Charles said -- funnels really bring this to life.
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Questions -
1-do you need to have the customer loaded as an external contact to see this view
2-what license is required for this
3- how do we see this on genesys cloud and do we need to do any configuration to get this up and running
Answer from Jane
I'll answer your first question: 1-do you need to have the customer loaded as an external contact to see this view
You may be thinking of the agent view and how it shows those customers that are stitched to the agent with external contact serving as a way of unifying all those different experiences. Journey Management looks across all customers and their interactions and you do not need to have a customer loaded. Having External Contacts does help ensure that your cross-channel interactions are stitched at the source which means when you get to Journey Management, you are able to see how many unique customers (based on the external contact identifier) interacted through web messenger and then also interacted through an IVR flow that also called into a specific queue. It is all about making sure that data can be identified and stitched at the source before it is analyzed. The data ingest happens automatically so it's really making sure that you've considered that upstream (at the time you built the flows).
Answer from Charles -
Thanks for your questions! Jane has you covered on question #1.
#2 Journey Management is an add-on to any GC level (1, 2, and 3) and included in GC4. It is a mimic SKU, meaning you license the same number of agents for JM that you have licensed for GC. The agent license for JM has a fair use policy based on the number of events (20k for named license). More details can be found above in the link I posed to Vaun's question!
#3 Once you have either a) acquired the add-on or b) started the trial from AppFoundry, Journey Management will be provisioned to your org and you can navigate to it from the "Journey Management" button on the top nav. More details (including permissions) available here: https://help.mypurecloud.com/articles/access-and-get-to-know-the-journey-management-screen/
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Matt Lawson
Genesys - Employees
Online Community Manager
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Original Message:
Sent: 07-30-2025 12:29
From: Matt Lawson
Subject: Closed - Journey Management AMA
Hey All,
The Journey Management AMA is now LIVE. PMs Jane Hendricks and Charles Quincy will be keeping an eye on this thread and the discussion boards to answer your questions in the community (no video or audio, just replies to discussions).
Have a question? Drop your questions below or email us GenesysCommunity@Genesys.com and we'll make sure the PMs get an answer to you during the event.
If you previously submitted a question, we will @mention you here and make sure you get an answer.
Get Caught Up with Journey Management -
The Q&A Show had Charles and Ian Felder on to get an Introduction to Journey Management.
For this AMA the Journey Management team collaborated on the five features you should be aware of to level up your CX game. After watching the video, you will probably have questions for the team and we will have answers!
Join us for the Journey Management AMA in the Genesys Cloud - Main community.
When: Wednesday, July 30th, from 12:30-2:30pm EST.
Just a reminder that this is a community AMA, all answers will be posted in the forum. No video or webinar to join. Just post your answer and we'll supply a great written response.
#Reporting/Analytics
#Roadmap/NewFeatures
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Matt Lawson
Genesys - Employees
Online Community Manager
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