FROM EACH FIRST & TO EACH LAST

Using FROM EACH FIRST & TO EACH LAST filters splits the full customer path into separate journeys beginning with each first occurrence of the starting interaction context and finishing with each last occurrence of the ending interaction context you specify in your query.

Example

TB - from each first to each last query

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 first instance of source node on the customer path. 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 first instance of the source node before the last instance of the previous target node. Mark this as the start of the journey.
	Repeat steps 5 and 6 to the end of the customer path.

TB - from each first to each last example

Results

In this example, you end up with two customer journeys based on the specified filter criteria.

Suggested Scenarios

Use Case 1

Initial Question

I want to identify how effective agents are in conveying product information to customers that eventually lead to customers purchasing those products.

Query


Filter	Query Parameters
FROM EACH FIRST	Channel = Assisted Activity Type = Product Info
TO EACH LAST	Activity Type = Purchase

discover journeys from each first interaction(channel="Assisted" activity="Product Info") to interaction(activity="Purchase")

Analysis

Shows each journey beginning with the first time an agent spoke to a customer about a particular product and ending with the final purchase of that product, prior to the next assisted call where product information is discussed.
Highlights how effective the agent was at providing product information and whether or not the customer needed to do any additional research prior to purchase. That additional research may provide more details about what needs to be included in future product information discussions.

Use Case 2

Initial Question

I want to understand what customer behavior occurs between each time a customer first engages in the Knowledge stage of a journey and each time they last reach the Purchase stage on that same journey.

Query


Filter	Query Parameters
FROM EACH FIRST	Stage = Knowledge
TO EACH LAST	Stage = Purchase

discover journeys from each first interaction(stage="Knowledge") to each last interaction(stage="Purchase")

Analysis

Helps you to understand key topics that are of interest to customers and eventually help them to reach the point where they consider purchasing a product or service from your brand.