Optimize customer journeys proactively

Get a clear view of how customers progress through your flow directly within Architect.

With a heat map representation, you can quickly identify areas with high customer engagement, as darker colors indicate denser interactions.

Hover over the highlighted Architect actions or flow components to display the exact number of times customers interacted with each of these actions or components.

Analyze the heat map and note where the darkest interaction colors appear to pinpoint the most frequently used Architect actions and other flow components within the flow. If certain actions or components are heavily interacted with, simplify or refine these components to ensure a smoother experience, and reduce any potential friction at key points of customer interaction. High interaction counts can also indicate that customers need extra guidance or support. Add clearer instructions to address customer needs proactively.

Use the heat map to spot areas with unexpectedly high interaction counts, which could indicate bottlenecks where customers struggle or require multiple attempts. For instance, if an Architect action or menu has significantly higher interaction counts than surrounding actions, it could suggest confusion or difficulty completing that step. Investigate ways to simplify or clarify this Architect action to improve flow efficiency.

Identify flow components with low interaction counts to assess whether customers overlook these components or the components are ineffective in guiding customers. Make these components more prominent or evaluate whether they are necessary to refine the journey and ensure that each step contributes value and supports customer progression.

With the ability to see exact interaction counts on hover, you can prioritize optimizations on specific flow components that receive the highest customer engagement. For example, if an initial step shows a high interaction count but subsequent steps drop off, you can refine this first step to ensure it better prepares customers for the next stages. You also help customers to maintain engagement throughout the flow.

The heat map data allows you to discern trends in customer movement. If customers repeatedly engage with specific Architect flow components in certain ways (for example, they repeatedly return to a particular step), redesign this part of the flow and add more guidance to support a smoother journey.

Track how interaction frequencies change over time to measure the impact of optimizations. If a particular action’s interaction count drops significantly after refinement, it can indicate that the improvement successfully removed a barrier, guiding customers more effectively through the flow.

1. From the Architect home page, click or hover over the Flows menu and select the desired flow type.
2. Click the flow that you want to analyze.
3. Use the Flow Insights toggle to display the interaction heat map for the flow.
   Note: There must be interaction data from the past seven days for the heat map to appear.
4.  Look for flow components with high frequency (interaction count) levels and check if customers are dropping off in subsequent steps. In the following example, customers make it to the Digital Menu action in a digital bot flow, but fail to progress further:
5. Now, examine the Digital Menu action to review and determine why progress is stalling and identify any necessary actions to remove the fricton points.

Get a dynamic visual representation of how users navigate through and engage with various flow segments in their customer journey.

Explore granular and high-level insights into customer behavior by drilling down into steps that customers take throughout their journey or zooming out to view broader patterns. Reveal key pathways within an Architect flow that represents a segment of the customer’s experience.

Select from various flow outcomes to generate distinct visualizations to reveal the paths customers took to reach each outcome. Outcomes include scenarios such as path abandonment, escalation to an agent, disconnection, or intent recognition failure. These paths illustrate both successful or happy routes and failure routes within the customer journey, and provide insights into a range of customer experiences.

View all flow milestones that customers reach on each journey path. Hover over specific milestones or outcomes to see the frequency counts of customer interactions. Get quick access to data on how often customers interact with particular steps to help you assess flow performance and customer engagement along the journey.

Analyze visualizations of customer paths that lead to the abandonment outcome to identify specific milestones where a high percentage of customers drop off. If, for example, there is a high frequency of abandonments after a specific milestone, you can investigate potential friction points, such as unclear instructions, lengthy processes, or technical issues, and make adjustments to improve customer retention through this segment of the journey.

Analyze paths that end in an escalation to an agent to determine at what stages and why customers felt the need for live assistance. With these insights, you can identify opportunities to enhance self-service options, for example, by adding more guidance at specific milestones, improving automated responses, or refining knowledge articles. Such adjustments can reduce escalations and ensure that more customers achieve successful outcomes without additional support.

Focus on the happy paths where customers reach successful outcomes without any issue to identify efficient pathways. Understand the milestones that are common to these paths to simplify the customer journeys by removing or consolidating some steps to make it easier for more customers to reach successful outcomes quickly and with less effort.

Review paths that end in a disconnect or recognition failure including each step that leads up to these outcomes to detect and resolve root causes, such as limitations in recognizing customer intent or confusing interface elements. Proactively address these issues to reduce the failure rate to improve customer satisfaction and completion rates.

Use the frequency metrics at each milestone to identify high-traffic areas within the flow and prioritize optimizations for these points. Focus on these key milestones to ensure that changes impact the greatest number of customers, which can contribute to smoother, faster journeys and higher satisfaction scores across the board.

Zoom out to view broader patterns of customer movement through the Architect flow to detect common journey patterns, such as sequences of milestones reached by specific customer segments. You can use such patterns to inform personalized experiences, such as tailored prompts, shortcut options, or predictive guidance that aligns with likely next steps, and create a more intuitive and engaging customer journey.

With the frequency metrics that Architect shows on hovering over milestones or outcomes, you can make informed, data-driven decisions about where to invest optimization efforts. For instance, if a particular milestone sees heavy interaction before a drop-off, you could allocate resources to improve that specific point, and drive a targeted approach to customer journey optimization.

Assume that you are a contact center admin or analyst who wants to assess the effectiveness of a bot. Your goal is to compare the number of customers who achieve resolution through the bot versus a human agent (ACD). To accomplish this task, use Journey Flows functionalities.

1. From the Architect home page, click or hover over the Flows menu and select the desired flow type.
2. Click the flow that you want to analyze.
3. Click Journey Flows in the Insights and Optimizations menu. The Journey Flows visualization opens. The visualization shows the distribution of customers along the various flow milestones and outcomes as well as the various flow exit reasons. The visualization also demonstrates how the customer journey progressed at each flow stage:

   Muéstrame

   
4. Next, because you want to know how many customers went to the Payment Initialized milestone, hover over the milestone to display the frequency count:
   
5. Now, to examine why 11 per cent of customers who completed the Payment Initialized milestone asked to speak to a human agent and seven per cent of customers disconnected the call, use Flow Insights to generate a heatmap of the Digital Menu options in your Initial Settings menu or use Replay Mode to check execution instances of your flow.
6. Next, examine sessions that were Abandoned.
   

 

Replay past executions of your Architect flows to pinpoint low engagement and conversion issues based on insights from Flow Insights and Journey Flows.

Test flow logic adjustments to boost engagement with key components of your Architect flow, reduce drop-offs for key flow milestones, and increase the number of customers who reach desired flow outcomes.

After you identify a specific flow component with low customer engagement in Flow Insights, use Replay Mode to examine how customers interact with that flow component. Replay the steps that customers take to identify potential issues, such as confusing wording, slow response times, or missing information, that could be causing customers to disengage. Make targeted adjustments to boost engagement rates with the flow component.

If Journey Flows shows a high drop-off rate at a specific flow milestone, replay interactions that lead to that flow milestone to see where customers are dropping off and why. For example, if customers are exiting after a specific menu choice or step, Replay Mode can reveal issues like unclear options or unmet expectations. Adjust the milestone to minimize drop-offs and retain customers in the journey.

After you change the Architect flow’s logic, for example, you simplify steps or clarify messaging, use Replay Mode to observe if these modifications positively impact customer behavior. Compare new execution instances with previous execution instances and then confirm whether engagement rates have also improved in Flow Insights and if Journey Flows shows fewer drop-offs and more customers reaching key outcomes.

For flow components that lead to successful outcomes, replay the customer interactions to understand better why these flow components work well. This insight can guide optimizations for other parts of the flow, and create more success paths that drive customers to desired outcomes more reliably.

After you make improvements to the Architect flow’s logic to reduce drop-offs or increase milestone completion, replay both pre- and post-adjustment interactions. Such comparison allows you to verify if the adjustments led to a more intuitive flow. Verify the increased engagement in Flow Insights and the improved milestone progression in Journey Flows.

For flows with multiple pathways (such as different menu options or self-service routes), use Replay Mode to track how customers navigate these choices. If certain paths show significantly lower engagement or higher drop-offs, pinpoint where customers encounter issues and make modifications to balance path effectiveness across the flow.

If execution instances reveal frequent escalations to agents at a particular point of an Architect flow, analyze these moments to identify gaps in the self-service flow that could be causing customer frustration. Add prompts, clarify options, or improve flow responses to create a smoother self-service experience that reduces the need for agent intervention and improves journey health.

1. From the Architect home page, click or hover over the Flows menu and select a flow type for which historical execution data is available.
2. Open the flow that you previously executed to debug and troubleshoot.
3. Haga clic en Historial de ejecución. Se abre el cuadro de diálogo Historial de ejecución de flujos.
4. En Resultados, Architect enumera las instancias de ejecución anteriores del flujo que ha abierto y proporciona el nombre, la versión y el tipo de flujo, así como la fecha y hora de inicio y fin de las instancias de flujo.
5. Haga clic en una instancia de flujo para abrirla en el modo de reproducción. Para obtener más información, consulte Utilizar el modo de repetición para solucionar problemas de un flujo de Architect.

6. Use the replay controls to step through the flow to replay the sequence of actions that lead to the specific flow component that you want to analyze. 
7. If the required level of execution data is available, review communication exchanges and inspect variable values as well to pinpoint the issue with the flow component.

In the following digital bot flow example, customers enter their order number to check the status of their order, but the bot fails to recognize the number.

1. The flow designer used an Ask for Slot action to verify the order number and used a slot of the type builtin:any to store the customer’s input.
2. After the bot receives the input, the flow moves on to a Decision action that uses the expression If(FindFirst(Flow.OrderNumbersDatabase, ToJSON(Task.CheckNumber))==-1, false, true) to determine whether the array of existing order numbers stored in the Flow.OrderNumbersDatabase variable contains the order number the customer entered (Task.CheckThisNumber).

Flow Insight’s heat map analysis shows that the Decision action always takes the unhappy path:

Architect’s Replay mode provides the key to understanding why this happens. The bot uses a pattern in the format ###-### to display the order number for customers, where each # represents a digit (0–9) and - is a dash separator. The grouped format is a familiar pattern for customers that reduces the likelihood of errors compared to a long string of digits, and makes it easier to read and remember the number.

The recognition issue occurs because the bot provides the order number in the###-### format, but the bot expects a string of digits without dashes as user input (see the order numbers in the Flow.OrderNumbersDatabase variable). This mismatch in the flow design leads to recognition failure.

                                         

Replay mode revealed that the bot must handle dashes in customer input. To address the recognition issue, use a regex slot type with the pattern ^\d{6}$|^\d{3}-\d{3}$ to validate the input format and remove any dashes before you check the order number against the order database.

Get a customizable view of the entire end-to-end customer journey across all Genesys Cloud channels to help you understand customer interactions from initial contact to resolution.

Extend your analysis of customer journeys beyond single-channel Architect flows, with up to 365 days of data available to track customer interactions across multiple channels and visualize long-term engagement patterns.

View and assess specific journeys, such as customer transitions from bot interactions to agent support, across multiple channels, to understand customer needs and improve journey outcomes.

Filter for key events, such as repeat calls within the past 24 hours, or add channels like SMS to the journey canvas, enabling a tailored view of the customer experience to drive better engagement.

Visualize journey performance trends over time with charts and perform quick comparisons across time periods to identify shifts in metrics, such as self-service rates or escalations, for proactive issue resolution.

Analyze customer progression across journey stages to pinpoint high-attrition points to identify and reduce friction between channels for a smoother, more effective customer experience.

Visualize journeys across multiple channels to track customer interactions that span different touchpoints. For example, interactions that start with web messaging and move to a call. If customers frequently switch channels mid-journey, it could indicate that certain channels are failing to meet their needs. You can then focus on enhancing the initial channel’s functionality to reduce unnecessary channel-switching, which reduces customer effort and improves satisfaction.

Examine customer journeys that start with a bot in a web messaging window and transition to an agent to identify points where customers experience gaps or delays in service. For example, if customers frequently contact an agent after struggling with the bot, you could refine the bot’s capabilities or adjust the transfer process to ensure a smoother transition.

Explore how often customers move from a self-servicing interaction to an agent across different channels, such as from a web messaging interaction to a voice call. Visualize these transfers to identify if certain interactions commonly lead to escalations, suggesting areas where the customer experience might need improvements to enable more effective self-service. You can also use this analysis to make sure you transfer customers more smoothly and with the relevant context already captured to reduce the need for customers to repeat information or agents to repeat customer calls.

You can evaluate the success rates of self-service interactions across various channels, such as digital bots across various messaging channels. By comparing the journey paths of customers who self-serviced successfully against those who required agent intervention, you can identify which self-service flows are most effective on each channel. For example, if SMS has a lower self-service completion rate than web messaging, you might suggest enhancements to the SMS flow, provide clearer prompts, or offer more resources for common issues.

Examine which channels customers use at different points in their journey to identify trends that suggest customer preferences. For example, if customers tend to start with IVR but switch to messaging for follow-up, consider proactive messaging options after IVR interactions to better align with customer behavior and preferences to improve the journey experience.

Visualize trends in journey performance over time with bar, line, or column charts. Compare metrics across time periods to identify changes in journey effectiveness, such as a drop in self-service rates or an increase in agent escalations. Monitor these trends to detect and address emerging issues proactively and ensure that the journey remains efficient and effective.

Use funnel analysis to assess customer progression through various stages of their journey across channels to identify high-attrition points. For example, if many customers engage with an IVR system but fail to progress to a messaging channel for self-service, investigate potential friction points in the transition. Improve the transition between channels to maintain engagement and support successful journey progression.

Adding multiple channels like SMS or email to the journey canvas to evaluate how these channels fit within the larger customer journey. If certain channels show low usage or effectiveness, consider ways to integrate or promote these options better to create a more comprehensive and responsive multichannel experience for customers.

Supongamos que usted es un analista de centros de contacto que evalúa la eficacia de los bots diseñados para aplicaciones de medios sociales. Su objetivo es comparar el número de clientes que logran resolución a través de bots frente a agentes humanos (ACD). Para ello, utilice las funciones de Journey Analyzer.

1. Inicie sesión en su cuenta de Genesys Cloud y haga clic en el menú Journey Management . Se abre la pantalla Gestión de viajes .
2. Crear un nuevo viaje.
3. Para entrar en el modo Editar y modificar un trayecto, haga clic en Editar.
4. Para crear su primer evento en el viaje, expanda el grupo de eventos Social & App Messaging y luego seleccione y arrastre Web Message Start al lienzo.
5. A continuación, como desea saber cuántos clientes fueron a Bot Start después de Web Message, arrastre y suelte Bot Start al lienzo y, a continuación, deje que se conecte a Web Message Start.
   1. Para limitar el evento al nombre del bot, incluya el nombre del bot como un filtro de atributo de evento .
      
      Consejo: Puedes encontrar el nombre del bot en Architect. Journey Management admite eventos bot nativos o de terceros, pero los bots nativos proporcionan datos más detallados del trayecto.
6. Ahora, para examinar las sesiones de bot completadas, arrastre Bot End al lienzo y, a continuación, deje que se conecte a Bot Start.
   1. Because you are interested in the same bot that you examined in Step 5, include the bot's identifier as an event attribute filter at this event.
      
      Consejo: Si utiliza un bot nativo de Genesys, para limitar su análisis a una intención y otros atributos de interacción que puedan ser relevantes, añada Bot Turn entre el inicio y el final.
   2. Para ver las sesiones de bot completadas, incluya el filtro botsessionOutcome y, a continuación, seleccione el atributo complete.
      
   3. Haga clic en Aplicar filtro.
   4. Como en este evento se examinan las sesiones bot completadas y no las sesiones que pasaron a ACD (distribución automática de llamadas), añada un filtro BotResult en la sección Exclude con TransfertoACD como valor.
      
      
   5. Haga clic en Aplicar filtro.
7. A continuación, examine las sesiones que pasaron a ACD. Abra el grupo de eventos Voice y arrastre al lienzoel evento ACD Start. Que se conecte a Bot Start, de modo que sea paralelo a Bot End.
   
   
8. En este evento, seleccione queueID como Atributo, y luego añada un filtro para la Cola de pago. 
    
   
9. Hacer clic Ahorrar.

Calcular y editar el recorrido de la muestra

1. Haga clic en Calcular para generar trayectos. Aparece una notificación sobre el recuento de cálculos.
2. Para continuar, pulse Proceda. El cálculo tarda unos minutos en ejecutarse. El tiempo de carga depende del volumen de datos a procesar, por lo que los conjuntos de datos más grandes tardan más en calcularse. Para ver los resultados, actualice la página.
3. Una vez finalizado el cálculo, desea conocer el número de llamadas resueltas por los agentes. Para editar el viaje, haga clic en Editar.
4. Arrastre el evento Agent Start, y deje que se conecte al evento ACD Start.
   1. Añada un filtro para la cola de pagos . La cola de pagos tiene dos códigos de liquidación: Éxito y Fracaso.
      • Realice un seguimiento de la resolución del agente con un código de resumen de éxito. Desde el grupo de eventos Voice, arrastre un evento Wrap Up al lienzo y deje que se conecte con el evento Agent Start . Seleccione el atributo wrapupCode e incluya el identificador del código de envoltura Success como filtro.
        
        Nota: Yuede obtener la lista de ID de código de envoltura utilizados en su entorno con el punto final de la API de envoltura a través de API Explorer, que está disponible en el sitio de desarrolladores de Genesys Cloud.
      • Para indicar que se trata del código de envoltura Éxito, rename el evento Envoltura.
5. Hacer clic Ahorrar.
6. Para actualizar el trayecto, pulse Calcular. Para ver los recuentos actualizados, actualice la página.

Ver el análisis del embudo en el viaje de muestra

Con la ayuda del análisis del embudo , puede comprender cómo se mueven sus clientes a lo largo del trayecto hasta alcanzar sus objetivos y, a continuación, determinar las tasas de éxito de cada una de sus trayectorias.

Un trayecto debe tener cálculos para el análisis del embudo.

1. Abra el trayecto existente que desea analizar. 
2. En el modo de edición , haga clic en Mostrar conversión. Journey Analyzer calcula las métricas de conversión.
3. To examine the attributed metrics, click the + icon again in the upper right corner of the event. To hide the conversion metrics of an event, click the - icon in the upper right corner.
4. Para determinar el recorrido que siguieron sus clientes, examine las métricas Clientes, Tasa de conversión, Abandonaron fuera y Avanzaron en los respectivos eventos.
   
   Ejemplo: El análisis del embudo en el evento Bot Start muestra que 650 clientes abandonaron el viaje en este punto, y 1052 clientes Avanzaron hasta Bot end, por lo que Bot end tiene una tasa de conversión del 61,7%. Esto significa que el 61,7% de sus clientes procedió a llegar a la Bot final sesión.