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Configuring Dashboard Data for Journeys

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About Configuring Dashboard Data for Journeys

When configuring your dashboard, you must map both milestones (also known as “stages”) and the outcomes of your data. Your milestones should match what you created for your journeys (whether you’re using the Journeys page or Customer Experience program journeys).

In the example we follow on this page, the “Stage” field will contain each of the milestones of the journey. You should also consider what outcome metric you want to use for your outcome data. Outcome data refers to whatever impact you’re measuring over the course of your customer’s journey. For example, this may be NPS, satisfaction, or any other performance metric.

Once you’ve set up your dashboard data, you can visualize your customer journey in the dashboard.

Types of Dashboards

Journey data can be mapped into a few different types of dashboard. These include:

Qtip: The next section explains how to map your data. While the links are primarily to CX Dashboards support pages, the steps are similar across all compatible dashboard type. For details more tailored to EX, see Employee Experience Journeys.

Mapping Ongoing Journey Data to Dashboards

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.

Mapping Historical Journey Data to Dashboards

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.

Qtip: These steps can only be performed in a CX dashboard. For EX dashboards, you must instead manually backfill the journey outcome and stage fields by editing the relevant survey responses.
  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.

Recoding Outcome Metrics

Recode Editor showing that you can configure data with recoded fields

You can recode your outcome data in your dashboard. Recoding data determines what each value represents numerically, such as saying “Extremely dissatisfied” is equal to “1” and “Extremely satisfied” is equal to “5.”

First, you will need to set up your milestone data in the dashboard. Once your stage / milestone 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 to create your journey widget.