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Journey Chart Widget (CX)

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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: The Manage Journeys and Use Journeys permissions must be enabled by your Brand Administrator in order to use this feature.

About Journey Chart Widgets

The journey chart widget displays data in a single line, where each data point represents a moment in the customer journey that you defined in your Journeys page. This widget is useful if you would like to easily visualize your respondents’ experiences across multiple touchpoints.

Configuring Dashboard Data for Journeys in the dashboard data settings

Attention: Before you can use this feature, you need to make sure you’ve done the following:

  1. Enabled the Manage Journeys and Use Journeys permissions, or asked your brand administrator to enable them for you.
  2. Defined your journey on the Journeys page.
  3. Configured your dashboard with your journey data.

Without first completing the above steps, you will not be able to set up your journey chart widget properly.

Field Type Compatibility

The journey chart widget requires two field types: Text Set and Number Set.

The stage dimension must be set to the Text Set field type. This field will correspond to the journey stages you defined in your journey and the stage data you configured in your dashboard settings.Stage dimension in the journey chart widget

The metric or outcome must be configured as the Number Set field type. This field will correspond to the metric you defined in your journey and the outcomes / metric you configured in your dashboard settings.

Stage metric in the journey chart widget

Widget Customization

Journey

Journey section in the journey chart widget

In the Journey section, you’ll have the option to select any of the journeys you’ve defined on the Journeys page. This journey, as well as the journey stages you’ve set, must first be properly configured with the stages in your dashboard sources. Each journey stage will appear as a point in the line graph.

Stage Dimension

You will need to define your Stage Dimension as the stage Text Set metric you configured in your dashboard settings.

Stage dimension in the journey chart widget

Stage Metric

When setting up your journeys widget, you will need to define a metric. In the Metric dropdown menu, you can determine what type of information is displayed in the labels on the colorful areas of the journey chart widget:

  • Count: The number of responses for a selected field.
  • Average: The average value for a selected field.
  • Minimum: The minimum value for a selected field.
  • Maximum: The maximum value for a selected field.
  • Sum: The sum of all values for a selected field.
  • Net Promoter Score: Identify the Detractors, Passives, and Promoters from NPS questions.
  • Correlation: Select two journey fields to determine their correlation. The result will be given as a correlation coefficient, which is represented as a number from -1 to +. -1 is the strongest possible negative correlation, and +1 is the strongest possible positive correlation.
  • Top Box/Bottom Box: Top box is the percentage of respondents who fit into the highest ends of the scale. Bottom box is the percentage of respondents who fit into the lowest ends of the scale.

Dashboard metrics set to average

Example: In this example, the Metric is defined as the average of the Outcome field that was previously configured in the dashboard data settings.

Metric Field

Qtip: If you decide to use a metric other than count (which does not require additional specifications), you will be required to specify a field for the metric.

The metric field should correspond to the CSAT, Customer Effort Score, or NPS question that you initially defined in your journey and configured in your dashboard settings.

Stage metric in the journey chart widget

Metric Formatting

After your metric and field have been configured, you can customize additional metric options in the Options menu.

Customizing metric options in the journey chart widget

The following are the available metric formats:

  • Number: Display your selected field as a numeric value.
  • Percent: Display your selected field as a percentage.
  • Currency: Display your selected field as a currency value. The currency symbol will default to $, but you can also type in your own symbol.

With each metric option you can specify the number of decimal places, between zero and three.

Value Range

Qtip: When setting your value ranges, if you would like to indicate decimals for cutoff points, please be sure to use a dot (.) instead of comma (,) when typing your entry.

Enter values in the Min and Max boxes found in the Value Ranges section to determine the values associated with your journey. In addition to the minimum and maximum values, you can set up to nine intermediate values. For each value, set the color that you would like each stage to be when the metric is less than or equal to that value.

Value range in the journey chart widget

Journey Stage Filters

Let’s say you’ve loaded your journey stage dimension and outcomes into your journey chart, and you want to be able to filter this data for easier viewing. There are two ways to accomplish this in your dashboard.

Option to filter based on the selection of an element in the widget

You will have the option to filter your dashboard page by clicking on the widget directly. Navigate to the Journey Chart Widget options, and select whether you would like to apply a filter to the dashboard when you click a value in the Journey Chart Widget. If you choose to add a page filter, the filter that will be created will correspond to the stage you selected. To remove the filter, simply click the selected stage again.

Example: We’ve chosen to add a page filter after clicking a value in the journey chart. If Purchase is selected on the widget, the other stages grey out, and the dashboard page is now filtered by the Purchase stage data.Filtered based on a selected journey stage in the journey chart widget
Qtip: For more information, see Adding Widget Filters.

You can also filter by journey stage at the page level. When adding a page filter, select Stage.Selecting to filter based on a stage from the dashboard page filters

Once you’ve selected Stage, you’ll be presented with additional options in the Stage filter dropdown. Click the option under the Stage heading, and you will have the ability to select a specific journey stage to filter by.

Selecting a specific stage from the dashboard page filters

Qtip: For more information, see Adding Page Filters.

Troubleshooting

Below is a list of common error messages you may see in the journey chart widget and how to resolve them.

Stages Do Not Have Data

No data for stages error message

  1. Make sure that your stage dimension field type is set to Text Set.
  2. Create a fieldset that maps to the right journey outcome question.
Example: If you are collecting feedback across your journey stages with a CSAT question, make sure that you’ve correctly configured this as your outcome in the dashboard data settings.

An Unexpected Error Has Occurred

Unexpected error has occurred error message

  1. Check that your stage is defined in your dashboard data settings.
  2. Make sure that your outcome or metric field type is set to Number Set.
  3. Ensure that the Vertical Metric in the journey chart widget settings is mapped to the right fieldset. This will be the outcome or metric you configured in your dashboard settings.