Journey Analytics provides the following dashboards that you can use to track important metrics and monitor customer data across channels:
When you log in to Acoustic™ Journey Analytics, your Overview dashboard shows highlights of recent customer activity in three key areas: top-line metrics, customer journey stages, and the top path to cart purchase.
Acoustic continues to work on improving our solutions to provide actionable metrics and insights across all our offerings. Stay tuned for new and improved metric and trend reporting to drive your business and your users' engagement with your brand. For more information about the Overview dashboard, see these topics:
- What are the metrics on the Overview dashboard?
- Journey stages
- Digging deeper into journey stages
- What is the top path to purchase?
- Drilling into journey paths
- Top path trends
What are the metrics on the Overview dashboard?
Top line metrics are the performance metrics and trends in customer activity during the last seven days. The number that is shown for each metric is the average over the seven-day range. Each data point on the trend line represents one day in the date range. Click a data point to see the totals for that day.
- Revenue: Daily revenue generated by customers for the last 7 days. Revenue is calculated from revenue-generating events, such as cart purchases.
- Retention: Visitors per day who performed an action associated with one of the following events in the last 7 days:
- Email Click
- Email Opt Out
- Conversion Abandonment
- Browse Abandonment
- Browse Abandonment Item
- Cart Abandonment
- Cart Abandonment Item
- Cart Purchase
- Cart Purchase Item
- Product View
- Searched Site
- Entry Page
- Web Element
- Video Played
- Video Paused
- Video Completed
- Form Error
- Read Review
- Product Page Action
- Facebook Post
- Facebook Comment
- Facebook Liked Post
- Facebook Liked Page
- Twitter Shared
- Twitter Retweeted
- Twitter Tweeted
- Twitter Mentioned
- Twitter Replied
- Twitter Followed
- Twitter Favorited
- Instagram Comment
- Instagram Liked Post
- Viewed a coupon
- Claimed a coupon
- Redeemed a coupon
- Instagram Followed
- Connected to social channel
- Disconnected from social channel
- Mobile Wallet View
- Mobile Wallet item installed
- Mobile Wallet removed item
- SMS Opt In
- SMS Opt Out
- Talked to Agent
- Self Service
- Automation Trigger
- Customer Case
- Opened Case
- Cancelled Case
- Updated Case
- Live Chat
- New Lead
- SMS Interaction
- Multi-step SMS Interaction
- Abandonment: Number of abandoned carts per day for the last 7 days.
- Visitors: Number of unique visitors per day for the last 7 days.
Metrics totals are updated daily.
The Journey stages report shows progress through the customer lifecycle and helps you understand why customers are continuing along the lifecycle path. Data for journey stages is available in the Overview dashboard two days after you configure journey stages.
Digging deeper into journey stages
Expand the Journey stages report in the Overview dashboard to see progress towards stage targets and data about customer migrations across stages. You can use the expanded view to determine whether your marketing campaigns are meeting your company's goals at each stage and moving customers though the lifecycle.
- Progress towards stage targets
The Progress towards stage targets bar graph shows baseline and target thresholds for each stage and the actual number of customers in each stage. If the actual number of customers in a stage is above the stage's baseline, the blue progress indicator shows the percent increase over the baseline. If the actual number of customers in a stage is below the stage's baseline, the red regress indicator shows the percent decrease below the baseline. For example, if the aware stage baseline is set to 100,000 customers, the target is set to 101,000, and there are 104,000 customers in the aware stage, the dark blue progress bar for the aware stage shows 104K 400% or (104,000-100,000)/(101,000-100,000).
Stage baselines and targets are defined when you configure stages by clicking Journey stages > Create.
- Stage migrations
Stage migrations shows the number of customers in each stage that are migrating to higher stages and regressing to lower stages during the report period. To get more details about a specific stage migration, click to fill the stage dot and expand the stage migration view.
In the expanded stage migration view, an "octopus" shows the number of customers that are migrating from the selected stage to every other stage. For example, if the "octopus" is showing the migration for the considering stage, one arm of the octopus shows the number of customers regressing to the aware stage, and three arms show the number of customers progressing to the deciding, succeeding, and loyal stages. For the selected stage, you can create a forward-migrating audience, create a backward-migrating audience, or see individual journeys by clicking Create a forward-migrating audience, Create a backward-migrating audience, or See individual journeys.
For a specific migration from the selected stage to another stage, you can create an audience or see individual journeys. To perform one of these actions, click to fill the stage migration dot on the corresponding arm of the octopus and then click Create an audience or See individual journeys.
What is the top path to purchase?
The top path to purchase is a sequence of channels that your customers used to reach the end point of a cart purchase.
Your customers travel many different paths in their journeys. Which path is the "top" path? By default, the top path on the dashboard is the one that was most traveled by customers leading to a cart purchase.
For example, customers who traveled this path may have started with the email channel, then used social media, then visited the website, and finally made a cart purchase.
Note: The Top path to purchase report has been removed from the Overview dashboard. However, you can work with Support to configure your own top path report for your organization. Just open a ticket with Acoustic Support and include your desired end touchpoint for the new report. Acoustic Support will then update your organization to include the new report on the Overview dashboard.
Drilling into journey paths
To see more of your customers' journey paths, expand the top path report. You can also drill into each path in a channel to see which interactions customers are completing.
Top path trends
Top path trends show how your top journey paths change over time. By viewing top paths over time, you can detect interesting anomalies and discover changes in customer behavior.
By default, Top path trends shows the 7-day trend for top paths based on the most traveled customer journeys. Acoustic Journey Analytics determines top paths by calculating the average number of customer journeys each day and designating any paths with a higher than average number of customer journeys on a specific day as a top path for the day.
To hide or show a trend in the chart, click the corresponding color-coded icon.
You can drill down on a top path on a specific day to view associated journey paths and individual journeys. To drill down, click a line point in the chart. A tooltip for the top path opens where you can navigate to associated journey paths or individual journeys.
Top path trends can be configured to show trends for top paths based on average revenue, duration of journey, and number of unique customers. To configure top path trends, expand Top path trends in the Overview dashboard and then select the Average revenue, Duration, or Unique customer metric.
We are listening to you - our customers - and working to streamline our solutions with better style and usability. For this reason, we are temporary removing the Web dashboard. In the meanwhile, you can access similar data by using Acoustic Digital Analytics. For instructions about accessing data in Digital Analytics, refer to the following sections.
- Key performance indicators
- Sales (average order value)
- Visitor purchase funnel
- Visitor metrics in Web dashboard and Journey stages
Key performance indicators
The key performance indicators on the Web dashboard give you a quick view of website performance in four important areas: sales, sessions, conversions, and average order value. The dashboard provides highlights of website activity for the last seven days, not including today.
To access KPI data in Digital Analytics:
- Sales: To view sales, go to the Top Line Metrics report and select the Online: Sales metric. To view yesterday's total sales, select yesterday. To view the 7-day trend, select Last week and Trend by: Day.
- Sessions: To view sessions, go to the Top Line Metrics report and select the Sessions metric. To view yesterday's total sessions, select yesterday. To view the 7-day trend, select Last week and Trend by: Day.
- Conversion: To view conversions, go to the Top Line Metrics report and select the Orders/Session metric. To view yesterday's total conversions, select yesterday. To view the 7-day trend, select Last week and Trend by: Day.
- Average order value: To view the average order value, go to the Top Line Metrics report and select the Online: Average Order Value metric. To view the average order value for yesterday, select yesterday. To view the 7-day trend, select Last week and Trend by: Day.
Sales (average order value)
The Sales section shows the average order value for all products that were purchased over the last seven days. In Digital Analytics, you can calculate this value by taking 7 days of the Online: Average Order Value metric in the Top Line Metrics report and finding the average.
The Engagement section of the Web dashboard shows the top entry and exit pages and the top on-site search terms. All three of these metrics are aggregates for the previous seven days.
To access Engagement data in Digital Analytics:
- Top entry page: To find the top entry page, go to the Behavior: Entry Pages report in Digital Analytics.
- Top exit page: To find the top exit page, go to the Behavior: Exit Pages report in Digital Analytics.
- Top on-site search term: To find the top on-site search term, go to the Behavior: On-site Search report in Digital Analytics.
The Traffic section of the Web dashboard shows you the percentages of website traffic by browser and by device type.
To access Traffic data in Digital Analytics:
- Traffic by Browser: To see the total number of sessions for each browser, go to the Device & Technical: Browsers - Hierarchy report in Digital Analytics and select the Sessions metric. To see the percentage of the total sessions for each of the browsers that your visitors used most frequently, go to Device & Technical: Browsers - Hierarchy report in Digital Analytics and select the Percent of Sessions metric.
- Traffic by Device: To see the total number of sessions, go to the Device & Technical: Mobile Devices - Hierarchy report in Digital Analytics and select the Sessions metric. To see the percentage of the total sessions for each of the devices that your visitors used most frequently, go to the Device & Technical: Mobile Devices - Hierarchy report in Digital Analytics and select the Percent of Sessions metric.
Visitor purchase funnel
The Visitor purchase funnel on the Web dashboard shows data from the Digital Analytics Visitor purchase funnel report. Purchase data is based on the cartAdd event.
To access this data in Digital Analytics, go to the E-Commerce: Visitor Purchase Funnel report.
The funnel shows the number of visitors and the percentage of the total visitors who completed each of five steps:
- Visit: Number of visitors who viewed at least one page (pageviewEntryPage).
- Viewed Product: Number of visitors who viewed at least one product page.
- Carted item: Number of visitors who added at least one item to their cart, whether they purchased or not.
- Purchase item: Number of visitors who purchased at least one item.
- Repeat purchase: Number of visitors who made two or more cart purchases.
Visitor metrics in Web dashboard and Journey stages
You may notice a difference between the total of the Visit metric in the Visitor purchase funnel in Digital Analytics and the total of the Entry Page views in the aware journey stage in Acoustic Journey Analytics. The Visit total in the Visitor purchase funnel is the total number of Entry Page views during the time period. The Entry Page views in the aware journey stage includes only the number of users who remained in the aware journey stage and did not move to any other journey stage (considering, deciding, succeeding, or loyal). Therefore, the Visit total in the Visitor purchase funnel is always greater than or equal to the number of Entry Page views in the aware journey stage.
Mobile app dashboard
We are listening to you - our customers - and working to streamline our solutions with better style and usability. For this reason, we are temporarily removing the Mobile dashboard. In the meanwhile, you can access similar data by using Acoustic Experience Analytics (Tealeaf). For instructions about accessing this data, contact Support.
For information about the data that was available in the Mobile dashboard, refer to the following sections.
- Key performance indicators
- App launches by region
- App launches by app versions
- Top device models
The Acoustic Analytics Mobile app dashboard provided highlights of recent mobile application activity. It displayed data for one app at a time.
The Mobile app dashboard metrics were calculated from data captured by Acoustic Experience Analytics (Tealeaf) (specifically, the appSessionOpen and appSessionClose events). Engagement data included the prior 7 days, not including the current day. All other mobile app dashboard metrics included the current day and the previous 6 days.
Key performance indicators
The key performance indicators provided a quick view of mobile app performance in four important areas: unique users, app launches, screens per session, and session duration.
- Unique app users: The total number of unique users who used the app. Data is updated every 5 minutes.
- App launches: The total number of times the app was launched. Data is updated every 5 minutes. You can access similar data in Tealeaf by using out-of-box events for these metrics.
- Screens per session: The average number of screens viewed in each session. Data is updated every 5 minutes. You can access similar data in Tealeaf by using out-of-box events for these metrics.
- Session duration: The average amount of time that users interacted with the app in each session. Data is updated every 5 minutes. You can access similar data in Tealeaf by using out-of-box events for these metrics.
App launches by region
This widget showed total app launches for six world regions for the current day and the prior 6 days (updated every 5 minutes). You can access similar data in Tealeaf by using the Geo report.
This widget showed app launches by unique users, divided into four groups based on how often they launched the app during the last seven days: launched daily, launched 4 to 6 days per week, launched 2 to 3 days per week, or launched only one day per week. In each group, totals were shown for all users, iOS users, and Android users. The totals were for the last 7 days and did not include the current day.
App launches by app versions
This widget showed the total number of app launches for each version of iOS and Android devices for today and the prior 6 days (updated every 5 minutes), and the total number of launches during this period for all versions of each device type.
Top device models
This widget showed the top five mobile device models that your customers used to launch the app on the current day and during the prior 6 days (updated every 5 minutes). It also showed the number of launches your customers performed using each device model.