FROM FIRST & TO
Using FROM FIRST and TO filters together, returns a single journey beginning with the very first instance of the FROM interaction context and ending with the first instance of the TO interaction context you specify in your query.
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. | |
Start from the beginning of the full customer path and find the first instance of the source node. Mark this as the beginning of the journey. | |
Find the first instance of the target node after the node marked as the start of the journey and mark that as the end of the journey. |
Usage Notes
- Using FROM FIRST & TO filters, together, only ever returns a single journey.
Results
In this example, you end up with one customer journey based on the specified filter criteria.
Suggested Scenarios
Use Case 1
Initial Question
I want to know which interactions contribute to customers transitioning to products of a lower value than the product associated with the Action delivered.
Query
Filter | Query Parameters |
---|---|
FROM FIRST | Action Proposition = Gold Cards |
TO | Proposition = Silver Cards |
discover journeys from first action(proposition="Gold Card") to interaction(proposition="Silver Card")
Analysis
- Journey starts with the first interaction where a customer receives an Action associated with Gold Cards and ends with a subsequent interaction associated with Silver cards.
- This means that the journey may contain other interactions where a customer receives an Action associated with Gold cards.
Use Case 2
Initial Question
I want to identify customers who required assistance when using the Mobile app for the first time.
Query
Filter | Query Parameters |
---|---|
FROM FIRST | Channel = Mobile |
TO | Channel = Assisted Activity Type = Mobile App Help |
discover journeys from interaction(channel="Mobile") to interaction(channel="Assisted" activity="Mobile App Help")
Analysis
- Provides an understanding of customer interactions on the Mobile app, prior to them contacting the Assisted channel.
- Transitions to other channels may also provide insights into the tasks they were unable to perform on the mobile device, before switching to those channels.
- Viewing the journey visuals to see the types of activity customers attempted on the mobile channel, before transitioning, may also be useful.