FROM & TO EACH LAST
Using FROM and TO EACH LAST filters together, returns a single journey ending with the very last instance of the TO interaction context you specify in your query and beginning with the instance of the FROM interaction context that is closest to the final target node.
Example
Splitting Process
| Step | Description |
|---|---|
| Tag each interaction on the Web channel as a source node. | |
| Tag each interaction on the Assisted channel as a target node. | |
| Find the last instance of the target node, before a source node. Mark this as the end of the journey. | |
| Move backwards in the customer journey to find the closest source node. Mark this as the start of the journey. | |
| Find the next last instance of the target node before a source node. Mark this as the end of the journey. | |
| Move backwards in the customer journey to find the closest source node. Mark this as the start of the journey. | |
| Repeat steps 5 and 6 to the end of the full customer path. |
Examples
In this example, you end up with a three customer journeys based on the specified filter criteria.
Suggested Scenarios
Use Case 1
Initial Questions
I want to find customers who required repeated assistance when installing the mobile app.
Query
| Filter | Query Parameters |
|---|---|
| FROM | Channel = Assisted Activity Type = App install help |
| TO EACH LAST | Channel = Mobile Activity Type = Install mobile app |
discover journeys from interaction(channel="Assisted" activity="App install help") to each last interaction(channel="Mobile" activity="Install mobile app")Suggested Best Practice
- Combine this with a second HAVING count of journeys > 1 query to ensure the results only include customers requiring assistance multiple times and trying to install the app on multiple occasions.
Use Case 2
Initial Question
I want to identify customers who prefer to talk to an agent, in person, after using our chat app.
Query
| Filter | Query Parameters |
|---|---|
| FROM | Touchpoint = Chat |
| TO EACH LAST | Touchpoint = Call Center |
discover journeys from interaction(touchpoint="Chat") to last interaction(touchpoint="Call Center")Analysis
- Returns journeys starting with a chat session and ending with the final call to an agent, prior to the next chat session.
- Provides a very good idea of which chat activities end up requiring assistance from a call center agent, in person.
Suggested Best Practice
- Combine this with a second WHERE Count of interactions AT Channel = Call Center > 1 to return journeys only for those customers calling multiple times between chat sessions.
