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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.

View of the Journey Chart Widget in the dashboard

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 field corresponds with the Text Set Stage field

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 field with the Number Set Outcome field selected

Widget Customization

Journey

Journey Selection field with a dropdown showing the available journeys

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.

Selecting a Stage Dimension from the dropdown menu; Stage is selected

Stage Metric

You will need to define your Stage Metric as the outcome or metric of your journey. This will 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 selected from the dropdown menu; Outcome is selected as the stage metric

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

Metric Calculation

In the Metric Calculation dropdown menu, you can determine what amount of information is displayed in the labels on the colorful areas of the journey chart widget:

Metric Calculation with the dropdown opened; Average, Net Promoter Score, and Sum are the options

  • Average: Exhibit the average value for a selected field.
  • Net Promoter Score: Identify the Detractors, Passives, and Promoters from NPS questions.
  • Sum: Pull in the sum of all values for a selected field.

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 for the journey chart widget; values are defined at 0, 5, 8, and 10 with different color indicators.

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.

When I click a value filtering option

You will have the option to filter your dashboard page by clicking on the widget directly. Navigate to the Journey Chart Widget options, and click the dropdown under When I click a value to select either Do Nothing or Add a Page Filter. 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 Flight is selected on the widget, the other stages grey out, and the dashboard page is now filtered by the Flight stage data.Example of the journey chart widget being filtered by the flight data after clicking on the Flight stage
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.Selected the Stage Filter in the 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.

Filtering by a specific stage in the 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.

Stage Incorrectly Mapped or No field Mapped

Stage data is incorrectly mapped error message

  1. Check that your stage is defined in your dashboard data settings.
    Qtip: The Map missing fields link will help you navigate to the dashboard data sources mapper, where you can define the fieldsets for journey stage and outcome.
  2. Make sure that your stage dimension field type is set to Text Set.
  3. Check that the stages in your journey definition match the Stage Dimension fieldset values.

Outcome is Incorrectly Mapped or No Field Mapped

Outcome field is incorrectly mapped error message

  1. 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.
  2. 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.
  3. Make sure that your outcome or metric field type is set to Number Set.
  4. Check that the stage names in your journey definition match the Stage Dimension fieldset values.
Qtip: The Map missing fields link will help you navigate to the dashboard data sources mapper, where you can define the fieldsets for journey stage and outcome.