Touchpoint View
By default, when you open Journey Visualization, MXO populates the view with query data at the Touchpoint level. The Touchpoint view is a detailed view showing customer volumes and transitions between nodes for individual Touchpoints. This allows business users to see how customers move between Touchpoints during the customer journey.
Elements of the Touchpoint View
A list of Touchpoints visited by customers included in the query results. Touchpoints are grouped according to 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 individual Touchpoints, at the Lifecycle Stage 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
