Learn what's new in Acoustic Journey Analytics.

July 2020

Admins can now add Journey Analytics users

Admins can now add Journey Analytics users by going to users.goacoustic.com! Before you create a user, get the user's first and last name, email address, and role (admin or user). Next, go to user management at users.goacoustic.com and use the information to add the user. After you add users, you must let them know a few things before they can start using Journey:

• users log into Journey at cloud.goacoustic.com/launch. 
• users must use IBMid to log into Journey and not the Acoustic ID that was generated when you created the user. Users can register for IBMid at Create an IBMid​. When registering for IBMid, users should use the same email address as their Acoustic ID. 

New users will receive an email from Acoustic that asks them to activate their Acoustic ID. If a user wants to use user management or open support tickets, they must activate the account. Later this summer, users will stop using IBMid to log into Journey and will start using Acoustic ID. 

To add other Analytics users:

• Manage Digital Analytics users from user management in Journey Analytics. For details, check out Adding users.   
• Manage Exchange users by contacting Exchange support. For details, check out How to contact Support.
• Add Tealeaf users by adding the user at  users.goacoustic.com and then going to Tealeaf from Journey and adding the user in Tealeaf. When adding the user, make sure to use the same credentials (user's first and last name, email address, and role) in Journey and Tealeaf. For information about adding users in Tealeaf, checkout Tealeaf administrator: Manage your users. 

April 2020

Changes coming to user management

As part of Acoustic's transformation towards a fresh new UI and a more streamlined user experience, User management is moving from Journey to a central location within Acoustic. Soon, you'll be able to manage all your Acoustic users in one place - stay tuned and check back here for the exact date when these changes will be available. 

In the meanwhile, you will need to contact Acoustic Support to add, edit, and delete your Journey Analytics, Experience Analytics (Tealeaf), and Exchange users. When you contact Support, you'll need to provide your org name, org ID, first name, last name, email address, role (admin or regular), and an Acoustic ID. For information about creating an Acoustic ID and contacting Support, go here.

Digital Analytics users will continue to manage users from User Management in Journey Analytics and/or Digital Analytics user management.

February 2020

Welcome to the new Acoustic Help Center

Our new help center has a fresh look and is ready for you to explore. More updates and articles will be rolling out soon- - so stay tuned! 

January 2020

View completed journey stages reports in the Journey stages report manager

You can now view completed journey stages reports that are generated with the current configuration and past configurations. To view completed reports, open the Journey stages report manager by clicking Journey stages > Manage. The All tab shows all completed reports for the current configuration and past configurations, and the Current tab shows all completed reports for the current configuration. To see details about a report's duration period (and other configuration details), click the report info icon. To view a journey stages report, click the Report ID.

In earlier releases, you could see only the current day report. In this release, you can see past reports, including the most interesting reports when the duration is met.

Reconfigure the journey stages report after the report duration period expires

Starting in this release, if you want a new journey stages report after the report duration period expires, you must reconfigure the report. For example, you might reconfigure the baseline or target metrics for the journey stages reports.

In earlier releases, the journey stages report continued processing after the duration period expired.

October 2019

The IBM Watson Customer Experience Analytics name is changing to Acoustic Analytics

Journey analytics, which was also called IBM Watson Customer Experience Analytics, is changing to Acoustic Journey Analytics. Additional name changes include IBM Digital Analytics to Acoustic Digital Analytics, IBM Tealeaf on Cloud to Acoustic Experience Analytics (Tealeaf), and IBM Universal Behavior Exchange to Acoustic Exchange.

We are updating the UI to reflect the name changes

In the Analytics navigation menu, you'll see Experience Analytics, Digital Analytics, and Exchange. Additionally, we renamed the Reports menu to Journey Analytics.

We even changed the loading IBM bee to an Acoustic blue spinner!

We made additional UI changes

Here are some more UI changes:

• In response to client feedback, we removed the Web and Mobile dashboards and are redesigning them for better style and usability. You'll see the improvements soon in a future release. In the meanwhile, you can access the same data by using Digital Analytics and Acoustic Experience Analytics (Tealeaf).
• The Most traveled metric is temporarily removed from the Channel summary report. The paths in the Channel summary report are now sorted by unique customers in descending order. Also, when you create Journey reports, the Unique customers metric is the default for top journeys.

Holiday Readiness Program 2019

Bring it on, holidays! Be prepared for the upcoming holiday season with Acoustic’s new 2019 Holiday Readiness Program. Download our product-specific guidelines for recommendations to optimize peak program activity. To learn more and access our Holiday Readiness webinars, check out this blog post.

Our Support and Services team is available to help make your peak season successful. If you should need any assistance, please let us know how we can help.

For information on contacting Support and related processes, and links to sign up for outage notifications, check out our Acoustic Support Handbook.

Set time zones to be the same for your organization across the Acoustic Journey Analytics, Acoustic Digital Analytics, and Acoustic Experience Analytics (Tealeaf) applications

You can configure time zones in Acoustic Journey Analytics and thus ensure consistent time zone reporting across your Acoustic Journey Analytics, Acoustic Digital Analytics, and Acoustic Experience Analytics (Tealeaf) applications. Neither the Digital Analytics application nor the Tealeaf application is set to GMT by default. Journey Analytics shows time zone information in the Administration page, which you can access by clicking Settings > Administration.

To configure time zones, contact Support.

We changed the name of the Mindset changed event icon to Stage migration

In the previous release, journey stages replaced mindsets. In this release, we are renaming the Mindset changed event to Stage migration, the Original mindset attribute to Original stage, and the New mindset attribute Ito New stage.

Exclude specific journeys from journey reports

Now, when you specify starting and ending touchpoints as part of creating a journey report, you can exclude journeys from reports by excluding events that the journeys contain.

For example, you might find that a journey report with an Add to Cart start touchpoint and a Cart Abandon end touchpoint is including users who made purchases in earlier sessions. In this case, you can exclude the Cart Purchase event to set up a journey report with the Cart Abandonment AND do NOT include the Cart Purchase rule.

In a different example, you might define a journey report that targets cart abandoners who do NOT purchase in-store or online. In earlier releases, you set up this scenario by creating a report with a Cart Abandon start touchpoint, reviewing the report, and then saving audiences for journeys where no offline purchase occurred. Starting in this release, you can create a report with a Cart Abandon and NOT In-store Purchase rule.

Report building panel now shows report descriptions

For example, if you add a description when creating a journey report, you can view the description later in the Journey report manager and in the Description field of the report building panel. You cannot edit the description.

Switch client IDs in the flexible reports - in beta!

Users can now utilize multiple Digital Analytics client IDs when creating flexible reports. Simply select Flexible reporting in the navigation menu, click Switch Client ID, and then select a client ID. If you're in the Create window for flexible reporting, you can select Menu > Switch Client ID.

Now you're ready to drag and drop dimensions, metrics, and segments and see results on the fly! If you don't have access to flexible reports but want access, open a support ticket and request to participate in the beta.

August 2019

Mindsets are gone, but not forgotten - Introducing journey stages

Journey stages are replacing mindsets. Like mindsets, journey stages let you track customer engagement throughout your brand's lifecycle, but journey stages let you do more! With journey stages, you set target goals for stages that track how well your marketing campaigns are performing and moving customers through the customer lifecycle. Additionally, you can configure the journey stage report by using the Acoustic Analytics UI.

If you are an existing customer with customized mindsets, the journey stage report simply replaces your mindsets report. You'll find Journey stages in the Overview dashboard.

If you are not already using mindsets but want to start using journey stages now, go to Journey stages > Create, configure journey stages or keep the default settings, and then click Save. The report runs after you save the report configuration. Data is available in the Overview dashboard after 2 days.

We changed the name of the Goal event icon to Stage migration!

In our previous release, we added the Goal event icon for tracking transitions between mindset categories (now called journey stages categories). In this release, we are changing the name of the icon from Goal to Stage migration.

July 2019

We've redesigned the navigation bar

Starting in this release, the IBM Watson Customer Experience Analytics navigation bar showcases a more streamlined Reports menu and sharper labeling on other menus. Now, when you expand the Reports menu, you can go directly to Journeys, and customers with access to the Flexible reporting preview feature can go directly to Flexible reporting. To access the Usage summary menu, Organization settings menu, or Tealeaf customer experience menu, click Usage, Administration, or Tealeaf under Settings.

May 2019

Navigation changes are coming soon

We are updating the IBM Watson Customer Experience Analytics navigation bar with a more streamlined Reports menu and sharper labeling on other menus. Now, when you expand the Reports menu, you can go directly to Journeys, and customers with access to the Flexible reporting preview feature can go directly to Flexible reporting. To access the Usage summary menu, Organization settings menu, or Tealeaf customer experience menu, click Usage, Administration, or Tealeaf. Expect to see these changes soon!

IBM Watson Customer Experience Analytics displays the total number of paths, total number of unique customers, overall average revenue, and overall average duration for Top Path reports

Top Path reports now display the total number of paths, total number of unique customers, overall average revenue, and overall average duration. The summary row that contains this information is at the top of the corresponding columns in the report.

NoteOverall average revenue and overall average duration show averages, not totals. Overall average revenue is calculated by taking the sum of the total revenue for each journey that is divided by the total paths traveled. The overall average duration is the sum of the total revenue for each journey that is divided by total paths traveled.

IBM Watson Customer Experience Analytics now lets you customize event icons in individual journeys

You can select icons from the IBM Watson Customer Experience Analytics library of icons. For more details, contact IBM support.

Introducing top path trends

Starting in this release, organizations with top path enabled also see top path trends in the Overview dashboard. Top path trends show how your journey paths change over time. You can use this data to detect interesting anomalies with your customers. To enable top paths and top path trends for your organization, contact IBM Support.

April 2019

Configurable number of top paths

You now have a choice of how many top paths to display in journey reports. The new default number of top paths is twenty, but you can customize this to be any number between five and fifty. Work with IBM Support to make this change.

Expanded configuration options for mindsets

IBM Watson Customer Experience Analytics now offers you the option to further customize how mindsets categories are decided. In addition to choosing what events map to each category, you can specify a date range for each category. Mindset categories have traditionally featured OR logic between events, but now you can specify AND relationships for events in a mindset category. Contact IBM Support to learn more and make these customizations.

Transitions between mindset categories now tracked as events

IBM Watson Customer Experience Analytics now tracks when a user moves from one mindset category to another. You can use these events as touchpoints in journey reports.

February 2019

Updates to configuration

If your organization already has data, you’re all set! However, if you still need to configure your organization, now it’s easier than ever. The configuration process is updated to make it simple for you to get up and running with IBM Watson Customer Experience Analytics. Note we still recommend that you work with IBM Support during the configuration process.

Expanded view metric calculation changes

From a journey report, drill into the expanded view to see new calculations to metrics. Now you can see the percentage of journeys within that channel that contain a certain event, as well as the average number of times an event was completed per channel.

Note these new metrics are available only for newly created reports. Previously created reports retain the old calculations and do not display average events per channel.

Export your user list

You can now export a list of your users as a CSV file. The file includes information about each user's role and permissions for IBM Watson Customer Experience Analytics, Tealeaf on Cloud, and Digital Analytics, as well as the date of the last login.

November 2018

New design and login URL

By the end of November, all logins at the old IBM Watson Customer Experience Analytics URL will be directed to https://www.ibm.com/customer-engagement/marketing/launch. From this new link, you can easily access other IBM Marketing products that you might already use like Watson Campaign Automation and Watson Content Hub.

If you accessed the new URL during the preview period, you might notice a few changes. We updated the look of the navigation and added some other new features.

When you log in for the first time, you are asked to input a verification code that is sent to your email. If you don’t receive a code, make sure to check your junk folder. On your first login, make sure to set up your account by choosing a data center. If you usually log in at cxa.ibmcloud.com, select the US option. If you usually log in at de.cxa.ibmcloud.com, choose the EU option. After your data loads, take the guided tour to learn about the new features and navigation.

Note if you have multiple organizations, you can switch organizations in the header navigation next to the product name. Each time you log in, IBM Watson Customer Experience Analytics opens to the last-selected organization.

Designate a single source for event types

In some cases, events in IBM Watson Customer Experience Analytics can be associated with more than one publisher. Now you can specify one publisher for each event that you use in IBM Watson Customer Experience Analytics. To view events that have multiple publishers, go to Settings > Data sources. Select a source for each event to avoid duplications in the future.

Filter on and save audiences in individual journeys

Now you can filter on audiences in your individual journeys and save them as new audiences. Choose an existing audience from the filter menu, and only the users in both the set of individual journeys and the selected audiences are displayed. Then, you can save the filtered set of individual journeys as a new audience.

Currently, you can save only individual journeys that are accessed from a journey report as a new audience. Individual journeys accessed from mindsets or the audience manager cannot be saved at this time.

User management enhancements

You can now delete users from IBM Watson Customer Experience Analytics from user management. You can also view the last recorded time that each user logged in to IBM Watson Customer Experience Analytics. Now only IBM Watson Customer Experience Analytics admins are able to update users and roles.

Enhanced support for partnered offerings

If your organization's UBX account is configured to receive event data from partnered offerings, you can now see data for sessionized events like cart abandonment and conversion abandonment in IBM Watson Customer Experience Analytics.

Session replay through Tealeaf® now includes sessions that are captured by partnered offerings like Adobe Analytics, Google Analytics, and IBM Digital Analytics.

Icons for individual journey events

Visualizing individual journeys just got easier! Icons have been added to individual journey visualizations so you can easily differentiate between events and channels. We added icons for an initial set of events, but look for more icons in the future.

September 2018

Enhanced navigation experience

Try out our new navigation experience! Seamlessly move between all your Watson Customer Engagement tools using the new ribbon. You can also pin your favorite pages for easy access.

For now, you will still be directed to the existing interface, but you can get a preview of the new look here: https://www.ibm.com/customer-engagement/marketing/launch.

Updates to user management

Add a Digital Analytics user and assign them a role from Watson Customer Experience Analytics user management. You can also now give users Admin privileges. Make a user an admin if they should be able to view and add users to Watson Customer Experience Analytics.

See the source of flexible report data

Now you can see the Digital Analytics client ID providing the data for every flexible report. Note that you cannot change this value.

Replace top paths with a different report

Top path reports have been removed from the left navigation and Overview dashboard for most organizations. If your organization has cart purchase events, top path reports remain available to you. If your organization does not have cart purchase events, you can replace the top path report with a custom report that runs nightly and displays on the Overview dashboard and in the left navigation. You can work with IBM Support to make this change for your organization.

August 2018

Manage users without leaving IBM Watson Customer Experience Analytics.

Starting in this release, administrators can manage their company's users directly from the Watson Customer Experience Analytics application! Simply go to the Manage users under Admin where you can add new users or edit existing account information. And, planned for an upcoming release, Watson Customer Experience Analytics will provide administrators with a way to create IBM Digital Analytics users.

Visualize each customer's journey.

You can now view a breakdown of every user journey for events in mindsets and journey reports. With individual journey visualization, you can see how different sessions, channels and events come together to drive a single user outcome. Click individual events to get more details and customize the display options for the journey.

Drill down into more events.

You can now drill down into a session list for events that originate from Google Analytics and Adobe Analytics, in addition to IBM Tealeaf on Cloud.

June 2018

Increased access to flexible reports

We've expanded access to preview flexible reports to all IBM Watson Customer Experience Analytics customers in our US data center that have enabled IBM Digital Analytics data. During the preview period, data is only available for one of your IBM Digital Analytics client IDs and historical data is limited to a few months’ worth of data.

Flexible reports are currently available only as a limited release, preview feature. Contact your customer representative to learn more.

Preview user management

We are upgrading the way that you add and manage your organization’s users. For now, you can see a list of your users and roles without leaving IBM Watson Customer Experience Analytics. Look for more to come in future releases!

Give us your feedback on IBM Watson Customer Experience Analytics

Have any feedback or feature requests for IBM Watson Customer Experience Analytics? Let us know on the new Aha! Watson Marketing Ideas site. First, check out the existing entries. You can vote on an idea that you like, or comment on others' suggestions. If you don't see your idea, click Add a new idea to create your own submission. We take all your ideas into account when we choose what features to work on.

May 2018

Improved reporting of website traffic by device. The Traffic by Device widget on the Web dashboard now better reflects the device data that is sent by Digital Analytics under its web channel. The data is grouped by Desktop, Mobile Phone, Tablet, or Other.

Get answers from Watson. Need a quick answer to a question? Just ask Watson! Access Watson Assistant from the menu bar, type in your question (or use voice). You will also find access to other helpful resources at the bottom of the Watson Assistant menu.

View additional information about a dimension, metric, or segment in Flexible reports. When creating a flexible report, you can now see additional details about a dimension, metric, or segment from the information tooltip associated with each dimension/metric/segment. If the element does not have a description or criteria, "No description" will display.

Increased management of personal data in Flexible reports. Personal data is flagged within flexible reports and limits the users able to view this information. An admin can determine which users can view personal data by submitting a support ticket. You can also request deletion of your personal data within Flexible reports, simply open a support ticket with your Registration ID/email address and dates.

Flexible reports are currently available only as a limited release, preview feature for some IBM Digital Analytics in Watson Customer Experience Analytics users. Contact your customer representative to get early access to this feature to provide feedback and help us improve this feature.

March 2018

Restricted access to personal data. Access to personal data in Watson Customer Experience Analytics can be restricted based on user roles, in compliance with the European Union's General Data Protection Regulation (GDPR). For more information, see IBM Watson Customer Engagement website.

February 2018

Get metrics updates in real time. The real-time report shows changes to important metrics in real-time. See how your sales, buying sessions, average order value, and product views are trending throughout the day. You can filter sales and product views by product name, product ID, or category. Data is updated automatically every 5 minutes, and you can refresh at any time. Hourly totals are shown for the previous 24 hours.

The real-time report feature is currently available only as a limited release. Check with your customer representative for availability.

Support for multiple currencies. Your reports can now show monetary values in your organization's chosen currency. Contact your support representative to update your WCXA account to show the correct currency in your reports.

Flexible reporting provides a new way to create and use ad hoc reports. It is designed to increase the speed of creating custom reports and allow the flexibility of making immediate changes to the report easier than having to make a new or edit a previous ad hoc report using the standard method. Additionally, flexible reporting gives way to deeper analysis by having multiple dimensions breakout within your populated data and segments that filter your data with specific criteria.

NoteFlexible reports are currently available only as a limited release, preview feature for some IBM Digital Analytics in Watson Customer Experience Analytics users. Contact your customer representative to get early access to this feature to provide feedback and help us improve this feature.