AI-generated summary
Genesys Cloud Journey Management enables organizations to export journey chart data as CSV files for advanced analysis in business intelligence tools while consolidating customer conversations across multiple channels including inbound voice, callbacks, outbound voice, email, SMS, web message, web chat, and social messaging through a unified customer profile. The platform links customer data by External Contact ID and associated identifiers such as phone number, email address, social ID, and cookie ID, with the journey editor operating in two modes: Edit mode for creating and modifying journeys using drag-and-drop functionality, and Analyze mode for read-only performance monitoring.
Users can configure events, apply attribute filters including wrap-up codes, agent names, bot names, queues, and disconnect events, and establish event connectors with time constraints and secondary joins to generate trend charts with customizable metrics. The dynamic date range selector offers ten preset options defaulting to the last 90 days of queryable data, expandable to 365 days, while the Journey Management screen organizes existing journeys by Name, Created By, Date Created, and Last Modified with search filtering capabilities. The platform supports journey duplication for comparative analysis across different time periods and integrates with Google Dialogflow for natural language processing, supporting conversational bots with machine learning capabilities for intent matching, entity extraction, and sentiment analysis.
Operational limits include 500 journeys per organization, 50 event types per journey, 20 connections per event, and 25 daily data exploration queries with a maximum of 5 concurrent queries. Access requires appropriate licensing through Genesys Cloud CX 1-4 with Journey Management add-on and role-based permissions designated as Creator, Editor, or Viewer. Exported CSV files include journey metadata, events with associated values, transition data between events, and chart metrics, with all timestamps and date ranges defined in UTC for consistency. The platform provides additional Journey Management capabilities including funnel analysis, charts, journey event calculations, and single customer view functionality, supported by comprehensive documentation covering information, role assignment procedures, use case examples, and screen navigation guidance