Differences between Journey Management and journey flows

AI-generated summary

Genesys Cloud provides two complementary capabilities for customer journey analytics: Journey Flows and Journey Management. Journey Flows delivers an immediate view of individual flow behavior, displaying how interactions move across paths, milestones, and outcomes within a single flow using a Sankey visualization. Journey Management visualizes, measures, monitors, and optimizes customer experience (CX), external experience (EX), and business performance by analyzing customer behavior across multiple connected flows and channels, utilizing an interactive canvas view with event cards. Key technical differences distinguish these tools across several dimensions. Journey Flows analyzes single flow executions over a seven-day period with directional counts designed to identify patterns and common paths, while Journey Management tracks unique customers across flows for up to 400 days, enabling accurate measurement of drop-offs and outcomes. Journey Flows operates as a view-only capability within Architect with limited filtering options, whereas Journey Management functions as a configurable add-on capability allowing users to drag and drop events, build custom filters, and perform pre- and post-flow analysis. Use cases differentiate the tools' applications: Journey Flows optimizes individual flow performance and identifies friction points, while Journey Management measures metrics such as first contact resolution and self-service containment across channels. The capabilities are designed for complementary use, with Journey Flows serving as an initial diagnostic tool to understand flow behavior, followed by Journey Management for deeper analysis of customer progression through key journey steps and outcomes. Users can initiate analysis directly from published flows through the Journey Management feature by navigating to Menu > Journey Management, selecting Import Flow, and choosing a published flow to review in Sankey view. The analysis workflow allows users to select specific nodes for examination and add them to the journey, then execute Save and Calculate to generate results. Related resources include Journey Management documentation, journey flows , journey visualization creation procedures, Journey Action Maps view, and use case examples for simple journeys. The documentation includes a feedback mechanism for users to report issues such as inaccurate or incomplete information, outdated content, or navigation difficulties

Genesys Cloud provides two complementary capabilities for customer journey analysis: journey flows and . Together, they help you move from understanding how a flow behaves to analyzing how customers progress through journeys.

Journey flows provide an immediate view of a single flow, showing how interactions move across paths, milestones, and outcomes. For more information, see Journey flows overview.

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Journey Management visualizes, measures, monitors and simultaneously optimizes CX, EX, and business performance by focusing on the journeys your customers take as they seek to achieve a goal. Users can drag and drop events on to the canvas and plot the sequence of events across channels that measure how customers are progressing through a journey. For more information, see About Journey Management.

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Key differences

See the main differences between Journey Management and journey flows in the following table.

Characteristics	Journey flows	Journey Management
Enablement	Available in Architect.	Available as an additional capability, either integrated or as an add-on in Genesys Cloud.
Scope	Single flow.	Crossflow and cross-channel.
Focus	Flow execution paths.	Customer behavior.
Data used	Focuses on flow executions within a single flow. The same customer can be counted multiple times Highlights the most frequent paths	Focuses on customer behavior across many connected flows. Counts unique customers progressing through event cards Shows progression along the many paths that a journey can take
Counts	Counts are directional and not intended to be exact. Used to identify patterns and common paths. Visualization can be limited to the most frequent paths to ensure performance.	Counts are designed for analysis. Each customer is counted once per step. Supports accurate measurement of drop-offs and outcomes. Includes charts to visualize trends and measure relationships.
Time range	Seven days of data.	Starts with up to 90 days and can extend to 400 days.
Visualization	Sankey view of nodes and paths within a flow	Canvas view using event cards across a journey.
Interaction model	View-only; filtering limited to various exit reasons.	Interactive; users can build, filter, and analyze journeys.
Purpose	Understand how a flow behaves and identify common paths and friction points.	Analyze how customers move through journeys and measure outcomes across steps.

Use journey flows and Journey Management together

Journey Flows and Journey Management are designed to be used together. Start with Journey Flows, in Architect, to understand how a flow behaves and identify common paths. Then use Journey Management to analyze how customers progress through key steps and outcomes. You can also begin your analysis directly from a flow:

Click Menu > Journey Management.
Click Import Flow.
Select a published flow.
Review the flow in the Sankey view.
Select the nodes that you want to analyze.
Click Add to Journey.
Click Save and Calculate to view results.

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