Channel View
The Channel view provides the same information as the Touchpoint view, but rolled up across the six supported Channels. This allows business users to see how customers move between different Channels, for example, from web to mobile to call center.
Access the Channel View
To access the Channel view, select Channels from the Journey Visual drop-down menu.
Elements of the Channel View
The following is a list of the Channels visited by customers included in the query results. This can be any of the six supported Channels:
- Web
- Mobile
- Assisted
- Social
- Physical
- Outbound
Default Journey Visual
In the default journey visual, MXO displays all flows and volumes for customers included in the query results, across Channels, at the Activity Type level.
This allows your organization to understand customer behavior, identify bottlenecks or other issues that occur, and assess the overall effectiveness of MXO in optimizing the customer experience on the journey.
Flow and Volume Numbers
You can view detailed information about flow and volume numbers by hovering over each element of the display. Tooltips are available for all elements when focusing on an individual node.
Example - Flow
Example - Node
Node Selection
Selecting a node focuses the view on the flows and volumes related to that node. Tooltips, providing more detailed information, are available for all elements.
MXO also updates the Summary panel to show data relating only to the selected node.
BEFORE:
AFTER:
View Journey Data at the Activity Type level
By default, MXO displays journey data at the Lifecycle Stage level. For more detail, you can also view data at the Activity Type level.
- To view journey data at the Activity Type level either:
- click the name of the individual Lifecycle Stage for which you want to view activity types, or
- click the Expand all Lifecycle Stages icon to view all activity types.
Flow and Volume Numbers
You can view detailed information about flow and volume numbers by moving the mouse cursor over each component of the display. Tooltips, providing more detailed information, are available for all elements.
When viewing data at this level, tooltips display information relating to flow and volume numbers as a total per lifecycle stage.
Node Selection
Selecting a node focuses the view on the flows and volumes related to that node. Tooltips, providing more detailed information, are available for all elements.
MXO also updates the Summary panel to show data relating only to the selected node.
BEFORE
AFTER
