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Configuring Dashboard Data for Journeys

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Qtip: You are now reading about a feature that is only available on certain licenses, and it may require you upgrade to a higher CX package. If you’d like to gain access to this feature, please reach out to your Customer Success Representative.
Attention: Before following the steps on this page, make sure that you’ve Defined your Journey.
Attention: The Manage Journeys and Use Journeys permissions must be enabled by your Brand Administrator in order to use this feature.

About Configuring Dashboard Data for Journeys

The configuration of your dashboard data is the second step in the journeys  setup. You can configure your journeys dashboard by using embedded data, adding static text to fields in your dashboard settings, or by recoding your dashboard fields.

When configuring your dashboard, you must set the stage dimensions and the outcomes of your data so that they’re consistent with what you initially defined on the Journeys page. The stage dimension will represent the journey stages, and the outcome or metric will correspond with the metric type you defined in your journey. Once these fieldsets are properly configured, you will be able to visualize your customer journey in the dashboard.

Attention: Currently, journeys support data sources that support a single journey stage or data sources that support all journey stages. If you would like to preview the journeys feature with more complex data structures, please reach out to your Customer Success Representative.

Creating Survey Journeys with Embedded Data

If you choose to use embedded data to configure your dashboard data, you’ll need to make sure that you have assigned journey stage embedded data to your survey respondents if you haven’t already. Journeys currently supports two ways of setting your stages with embedded data:

  1. A survey / data source that supports a single stage.
  2. A survey / data source that supports all stages within a journey.
Attention: The ability to map journeys to a broader set of surveys or data source structures is now in preview. Please reach out to your Customer Success Representative to gain access to this preview feature.

Using Separate Surveys for Each Journey Stage

In this case, you will have a survey (or surveys) that will only map to one journey stage each. This will often be used if you choose to have unique survey data that you’re analyzing separately, but you would still like to see your journey stages represented together in your journey data.

Example: An airline has one survey gathering experience data for a Check-In stage, and uses a different survey for the Boarding stage. In this case, let’s say that you have multiple sources for each journey stage. For example, your airline passengers could answer one of two surveys that gather X data for Boarding: one triggered at the boarding kiosk, and another that gets sent via SMS as a post-transaction survey.
  1. Navigate to an existing survey, or create a new project to capture the specific customer journey.
    Attention: This setup only works for newly recorded responses. If you would like to include previously collected responses in your journeys, see Using Static Text or Recoded Dashboard Fields in order to configure your data.
  2. Click Survey Flow.Survey Flow in the top left
  3. Click Add a New Element Here.Selecting Add a New Element and Embedded Data
  4. Select Embedded Data.
  5. Click Create New Field or Choose From Dropdown in order to edit the embedded data field.Creating a new embedded data field
  6. Name your embedded data field.Naming an embedded data field Stage; Stage is set to Subscribe
    Qtip: This field does not explicitly have to be named “Stage” in order for journeys data to map correctly. However, we recommend that you choose a name that you will be able to easily remember and identify.
  7. Set the value of the Stage field.
    Qtip: We recommend that you use the value that corresponds to the stage name you defined in the Journeys page for organizational purposes.
    Example: In this example, we’re mapping this survey to the Subscribe stage of the journey, so we have set up the subscription survey to set the value of the Stage embedded data as Subscribe.Subscribe Stage on the Journeys page
  8. Click Save Flow.
  9. Publish your survey.Publish Survey in top right

Using One Survey that Supports All Journey Stages

You can also set all of your journey stages using just one survey. With this method, you will be relying on the survey flow to create different paths within your survey, so that each respondent will be assigned to the correct stage. Creating different blocks, branch logic, and setting embedded data for each journey stage will allow you to visualize journey data using just one survey.

  1. Navigate to an existing survey, or create a new project to capture the specific customer journey.
    Attention: This setup only works for newly recorded responses. If you would like to include previously collected responses in your experience journeys, see Using Static Text to Configure Your Journeys Dashboard.
  2. Create a question or multiple questions that will route respondents to stage-specific questions.Creating a question that will determine which stage each respondent is in
  3. Add blocks for each corresponding journey stage.Different blocks created for each stage question
    Qtip: You can rename your blocks so that they are easily recognizable, for organizational purposes.
  4. Once your initial survey setup is in place, click Survey Flow.Survey Flow in the top left corner
  5. Under the block with your initial routing question, click Add Below.Adding a Branch below the first block of questions
  6. Select Branch.
  7. Click Add a Condition.Adding a condition on the branch logic
  8. Create your condition.Creating a condition in the branch logic
    Qtip: For more information on setting logic conditions, see Using Logic.
    Example: In the example below, we chose to create the condition based on whether the respondent selected “Just Browsing” in the question, “What part of the process were you a part of today?”Condition is based on whether the respondent selected “Just Browsing” in the question, “What part of the process were you a part of today?”
  9. Click OK.
  10. Move your first journey stage block so that it is nested under the branch logic you just created.Moving an element in the survey flow
  11. Click Add Below or Add a New Element Here under the journey stage block you just nested.Adding embedded data below the stage block just created
  12. Select Embedded Data.
  13. Click Create New Field or Choose From Dropdown in order to edit the embedded data field.Create new field in the embedded data element
  14. Name your embedded data element.Naming embedded data; in this example the embedded data field Stage is set to
    Qtip: This field does not explicitly have to be named “Stage” in order for journeys data to map correctly. However, we recommend that you choose a name that you will be able to easily remember and identify.
  15. Set the value of your embedded data field.
    Qtip: We recommend that you use the value that corresponds to the stage name you defined in the Journeys page for organization purposes.
    Example: In this example, we set the stage to Browse, since that is the name of the journey stage our BrowseBlock corresponds to.
  16. Repeat this workflow for all of the stages in your journey. Your completed setup should have branches for each stage in the survey flow.Finished branch conditions, blocks, and embedded data
  17. Click Save Flow.
  18. Publish your survey.Publish survey

Using Embedded Data to Configure Your Journeys Dashboard

This section will detail how to configure your dashboard for surveys that were created after you created your journey; in other words, any surveys where you will be collecting new responses for the customer journeys dashboard.

  1. Create a Dashboard to visualize your journey.
  2. Click Add Source and select your first journeys survey. For more information, see Mapping a Dashboard Data Source.Add Source in Dashboard Data settings; BrowseSurvey is selected as the source
    Attention: When configuring your dashboard data, make sure that you have selected the embedded data field that will correspond to the journey stage and the questions you will be using as your outcome data. The question should correspond to the metric type you selected when Defining Your Journey; for example, if you used a specific NPS question to track customer experience across the journey, you must select that question when you’re configuring your dashboard source.
    Example: In this example, the embedded data field corresponding to the journey stage is called Stage, and outcome data is represented by the CSAT question, Q1 – How satisfied were you with your experience browsing with us?Stage embedded data field selected in the Add Source Window CSAT question selected in the Add Source Window
  3. Click Add Source to add your additional journey surveys as sources.Adding additional sources using the Add Source dropdown in the top right
    Example: In this example, BrowseSurvey, SubscribeSurvey, PurchaseSurvey, and CustomerExperienceSurvey are selected as sources for the journeys dashboard.The Browse, Purchase, Subscribe, and CustomerService Surveys are chosen as the sources in this example
  4. Click Not Mapped to map the other data sources to your outcome questions.Selecting Not Mapped on the outcome data in order to select a question
  5. Select Number Set as the field type of your outcome field.Selecting Number Set for the outcome field type
    Qtip: You can rename your outcome field so that it is easily recognizable when you’re configuring your journey chart widget.Renaming the Outcome field
  6. Now that the outcome is configured, you can configure the journey stage data. Make sure that the field type is Text Set for your stage embedded data field.Stage field is set to the Text Set field type
    Attention: Make sure that your embedded data field is correctly identified in all of your sources.
    Qtip: You can rename your stage field so that it is easily recognizable when you’re configuring your journey chart widget.Renaming the Stage field
  7. Save your dashboard settings.Saving the dashboard data settings
  8. View your dashboard. See Journey Chart Widget (CX) to create your journey widget.

Using Static Text to Configure Your Journeys Dashboard

Attention: The static text feature requires a migration to Transformation Service. Please talk to your Customer Success Representative if you’re interested and would like to learn more.

You may also want to visualize feedback from older surveys in your journey. The following section will show you how to configure your existing surveys in order to view previous data represented in your journey.

  1. Create a dashboard or open an existing dashboard to visualize your journey.
  2. Click Add Source and select your first journeys survey. For more information, see Mapping a Dashboard Data Source.Add Source in the dashboard data settings with Airline Check-In Feedback Survey highlighted
    Attention: Make sure to select the question that represents your outcome data. The question should correspond to the metric type you selected when Defining Your Journey; for example, if you used a specific NPS question to track customer experience across the journey, you must select that question when you’re configuring your dashboard source.
    Example: In this example, outcome data is represented by the NPS question, Q1 – How likely are you to recommend the check-in experience with our airline? in the survey, so we will select that when configuring our dashboard.When configuring the source, the outocme question Q1 - How likely are you to recommend the check-in experience with our airline? is selected.
  3. Click Add Source to add your additional journey surveys as sources. In this example, the Airline Boarding, Check-In, Flight, and Post-Flight Feedback surveys are selected as sources for the journeys dashboard. Selecting additional sources from the Add Source dropdown in the top right
    Example: In this example, the Airline Check-In, Boarding, Flight, and Post-Flight Feedback surveys are selected as sources for the journeys dashboard.Airline Check-In, Boarding, Flight, and Post-Flight are selected as the sources for this dashboard
  4. Click Not Mapped to map the other data sources to your outcome questions.Not mapped is clicked so that the dropdown is opened; the metric / outcome question is selected
  5. Select Number Set as the field type of your outcome field.Number Set is selected as the field type for the outcome data
    Qtip: You can rename your outcome field so that it is easily recognizable when you’re configuring your journey chart widget.
    Renaming the field to Outcome
  6. Now that the outcome is configured, you can configure the journey stage data. Add a new field by clicking Add Field. In your dashboard, this field will represent the Stage dimension in your journey chart widget.Adding a new Text Set field called Stage
  7. Make sure that the field type is set to Text Set.
  8. Name your stage field.
    Example: In this example, the field name is Stage so that it will be easy to locate when configuring the journey chart widget.
  9. Click Not Mapped on your first data source.Clicking Not Mapped to configure the stage field with Static Text
  10. Select the Add Static Text option from the dropdown.
  11. In the window that appears, input the stage name.Adding the Check-In Stage name as static text
    Qtip: We recommend that you use the value that corresponds to the stage name you defined in the Journeys page for organizational purposes.
  12. Click Add.
  13. Once you’ve added all your stages as Static Text, Save your Dashboard Data settings.Saving the dashboard data settings
  14. View your dashboard. See Journey Chart Widget (CX) to create your journey widget.

Using Recoded Fields to Configure Your Journeys Dashboard

Recode Editor showing that you can configure data with recoded fields

You can also use Recoded Dashboard Fields (CX) to configure your journeys outcome data. First, you will need to set up your stage data either with the embedded data  or static text  workflow. Once your stage field is set up for all data sources, you can use the recode editor to configure your outcome fieldset.

After configuring your journey stages and outcomes, see Journey Chart Widget (CX) to create your journey widget.