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The Journey Insights tab provides detailed analysis of journey performance, completion patterns, and status breakdowns across your customer journeys. This view focuses on journey-level metrics to help you understand how individual journeys perform.

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Key metrics

The top of the Journey Insights view displays four performance indicators:
  • Journey sessions: Shows the total number of journey sessions, both in progress and completed.
  • Journeys ended: Shows the total number of journeys that have ended, regardless of the journey status, for example, complete, error, or timeout.
  • Journeys ended successfully: Shows the number of journeys that were completed with a complete status. This excludes other statuses for completed journeys, such as error or timeout.
  • Journey success rate: Shows the percentage of journeys that ended successfully out of all journeys that have concluded. This represents the proportion of journeys that were completed without errors, drop-offs, or timeouts.

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Finished journey insights breakdown

This table provides a detailed analysis of completed journeys with status categorisation and time-based comparisons, allowing you to identify the reasons behind each journey’s outcome. The table displays journey performance data with the following columns:
  • Journey name: Name of all the completed journeys.
  • Status: Status of all completed journeys. Example:
    • Completed
    • Error
    • Pending
    • Timeout
  • Last step: Last step before journey completion
  • Variant name: Module variants that make up the journey before it reaches an outcome
This column is only populated when the last step in the journey is a module.
  • Decision/outcome: Final outcome of a completed journey. For example, Decision: Accept
  • The dates column represents the total number of times a decision was made in a timeframe
  • Total: Total number of completed journeys
To view detailed breakdowns, click the expand (+) icons next to the status categories. This opens up a new column that shows you the Last step, Variant name, and Decision/outcome columns. You can further expand into these columns by clicking on the expand icons next to them.

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In progress journey insights breakdown

This table tracks journeys that are currently active but still in progress and yet to reach completion.

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Journey sessions

The journey sessions chart displays session volume trends over time.

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Monthly change in journey status

This section is a bar chart that compares journey status across different months. This chart allows you to see the total counts of journey statuses and how they are split across journeys. Status categories tracked include:
  • Complete: Journeys completed
  • Error: Journeys that experienced system errors, module malfunctions, or processing issues
  • Pending: Journeys that are in progress and still running.
  • Timeout: Journeys that weren’t completed due to timeouts.
You can click into any of the lines of the chart to:
  • Drill down to a Week
  • Drill up to Quarter

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Completed rate by journey name

This section displays completion rates for individual journey types using a horizontal bar chart. For example, a 100% completion rate indicates that a journey was completed successfully without any errors or timeouts. However, a journey with a 60% completion rate may indicate potential problems that need investigation. To learn more about investigating journey decisions, refer to Investigation.