Charts in Journey Management

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Genesys Cloud's Journey Management provides comprehensive visualization and analysis capabilities through customizable charts that track customer interactions and operational metrics across contact center operations. The system supports up to 10 charts per journey using Column, Bar, and Line chart types, with CX 1-4 licensing and specific role permissions (Journey Management Creator, Editor, or Viewer) required for access. Charts analyze unique customer counts and total interaction events across multiple time series options—day (last 28 days), week (last 12 weeks), month (last 13 months), or year intervals—supporting up to 50 data points and 50 displayable items. Users create charts by clicking "New chart" from the Charts icon, which navigates to a configuration screen with editing options on the left and visual preview on the right. The Settings tab allows customization of chart titles, X-axis and Y-axis labels, legends, and series label names, while the Data tab enables selection of chart types with Genesys Cloud recommending bar charts for categorical data and line charts for complex datasets exceeding two variables and 30 values. Chart data functionality supports counting event data by time and attribute values, displaying either unique customers or total event interactions through default attributes (direction, message types, disconnect reasons, transfer type) and organization-defined values (QueueID, flowID, userID, intents, botID, wrapupCode). Implementation requires journeys in Edit mode with at least one event present, and charts calculate using the entire journey dataset with automatic real-time updates. Users access charts via the Charts icon in the upper right corner of the journey canvas, with the ability to run calculations by clicking Calculate, though processing may require time. In Analyzer mode, users can view chart details but cannot edit; in Edit mode, users can modify charts using the Edit chart function. Charts automatically duplicate when journeys are duplicated and apply the same filters as the journey, retrieving only journey-specific data. Key applications include bot interaction analysis, agent performance tracking, wrap-up code analysis, and queue monitoring, enabling contact center managers, journey managers, and analysts to understand customer behavior, identify correlations between events, and optimize journey performance. Common chart errors include Invalid Chart (when events are deleted), Requires Calculation (when calculations haven't been run), Update Calculation (when journeys are edited after calculation), and No Data (when selected attributes contain no data). Best practices recommend converting bar or column charts with more than 2 variables and 50 values to line charts for improved readability.