Manage external events in Journey Management

AI-generated summary

Genesys Cloud's Journey Management External events panel serves as a centralized interface for managing external event types used in journey analysis, providing authorized users with comprehensive tools to activate events, review ingested data, monitor status, and customize event presentation. The panel displays critical information for each event, including original and customized display names, position in the event list, onboarding date, last received data date, total event count, and current operational status. Event statuses within the system include New (available but not yet activated), Active (activated and available for analysis), Updated (schema changes detected requiring review), Inactive (no longer receiving data or disabled at source), and Error (problems affecting availability or query integrity). Organization-level notifications alert users to significant status changes, such as new event availability or schema updates, with notifications remaining visible for seven days. Access to the External events panel is available through Menu > Journey Management > Open event admin on the Home screen. All Journey Management users can view the event admin panel, though only users with Journey > External Events > Edit permission can activate events for use in the system. The platform handles event lifecycle management through several key scenarios, including updating existing event schemas, deactivating events, and managing error conditions resulting from schema changes. Users can activate new external events through the Journey Management interface, with detailed instructions available in the activation documentation. Related resources covering journey visualization creation, external event configuration, event attributes, and general Journey Management functionality are provided, and support is available through community forums for users requiring additional assistance.

PrerequisitesClick to expand

The External events panel provides a centralized view of external event types that are available for Journey Management. The panel helps ensure that only relevant external events are made available to analysts while providing visibility into the health and availability of those events. For more information about external event onboarding, ingestion requirements, and how external events are used in journey analysis, see External events in Journey Management.

This panel enables Journey Management users to perform these tasks:

Activate events for use in Journey Management. The ability to activate events is available only to users that have the necessary permissions. For more information about required permissions, see Activate external events in Journey Management.
Review ingested external events.
Monitor event status and schema changes.
View activation errors.
Customize event display names and the order in which events appear in Journey Management.

To access the External events panel:

Click Menu > Journey Management.
On the Home screen, under Manage your external events, click Open event admin.
The event admin panel displays the following information against each event:

- Event name – The name of the event as defined at the time of ingestion to Genesys Cloud.
- Display name – The name of the event defined during activation; the event appears with this name on the Journey Management event list.
- Position in the event list – The order in which the events appear on the dedicated External event on the Journey Management event list.
- Date added – The date on which the event was onboarded to Journey Management.
- Last received event date – The last date on which the event received event data.
- Event count – The total number of events that are available for analysis.
- Event status – Status indicators display the current usage status of the event and help you identify events that require attention.
  - New – The event is available but has not yet been activated for Journey Management.
  - Active – The event is activated and available for analysis.
  - Updated – The event schema has changed and must be reviewed.
  - Inactive – The event is no longer receiving data or was disabled at the source.
  - Error – A problem is detected that can affect event availability or query integrity.

Notifications on event status change

The External Events panel highlights event status that helps you determine if any action is required. Notifications are generated at the organization level rather than for individual users. The highlight remains visible for seven days. The external events icon is highlighted in the following scenarios:

A new event becomes available. For more information about activating a new event, see Activate external events in Journey Management.
An existing event schema is updated.
An event becomes inactive.
A schema change causes an error condition.

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