Audience Insights
Use the audience insights functionality to gain an in-depth view of the statistics for a given audience.
Access the Audience Insights Page
You can view audience statistics only for discover journeys or discovery nth query types.
If you have already selected another option for the query, such as opening the Journeys page, you can also switch to the Audience Insights page by using the View selector located in the upper right corner of the page you accessed.
Navigate the Audience Insights Page
The audience insights page provides you with an overview of the resulting statistics data derived from your engagement query.
Insights are split into the following sections:
Query Summary
The query summary section provides you with the following information:
| Field | Description |
|---|---|
| Journey Query | Journey query that returned these results. |
| Earliest Date | Earliest date on which customers included in the query results started a journey. |
| Latest Date | Latest date on which customers included in the query results finished a journey. |
| Journey Experience Score | Measurement of how engaged customers are throughout their journey, with a scale ranging from -100 to 100. The lower the score, the less engaged customers are. The score is calculated as follows: ((Number of active customers - Number of drop-off customers) / Total customers) *100. |
General Statistics
The General Statistics section provides you with the following information:
| Field | Description |
|---|---|
| Average Journey Duration | Average period of time customers spent on the journey (expressed in days, hours and minutes). |
| Number of Customers | Number of unique customers in the journey. |
| Number of Journeys | Number of journeys across all customers. |
| Total Events | Total number of interactions for customers included in the query results. |
| Active Customers | Percentage of customers in an active state. |
| Inactive Customers | Percentage of customers in an inactive state. |
| Dropoffs | Percentage of customers that dropped out of the journey. |
| Recognition | Percentage of recognized customers on the journey. |
Experience Statistics
| Field | Description |
|---|---|
| Satisfaction (Average Satisfaction Score) | Average feedback score provided across the journey. |
| DXS (Digital Experience Score) | Average DXS score across the digital touchpoints of the journey. |
| ES (Engagement Score) | Average Engagement Score across the digital touchpoints of the journey. |
| FS (Frustration Score) | Average Frustration Score across the digital touchpoints of the journey. |
| NS (Navigation Score) | Average Navigation Score across the digital touchpoints of the journey. |
| TS (Technical Score) | Average Technical Score across the digital touchpoints of the journey. |
| FXS (Form Experience Score) | Average Form Experience Score across the digital touchpoints of the journey. |
Flow Summaries
| Field | Description |
|---|---|
| Most Entries (dark green card) | Activity and touchpoint that had the most journey entries. |
| Most Active (light green card) | Activity and touchpoint that had the most active customers. |
| Most Inactive (yellow card) | Activity and touchpoint that had the most inactive customers. |
| Most Dropoffs (red card) | Activity and touchpoint that had the most drop-offs. |
Averages
The Averages section provides you with insights about a key set of components included in the query results. Those insights comprise a set of figures for each component, as follows:
- Overall average.
- Minimum count.
- Maximum count.
| Field | Description |
|---|---|
| Touchpoints | Number of touchpoints visited by customers on their journeys. |
| Nodes | Number of nodes customers passed through on their journeys. |
| Channel Transitions | Number of times customers changed channels during their journeys. Split between 0, 1 to 3, and >3 transitions. |
| Interactions | Number of interactions completed by customers during their journeys. |
| Channels | Number of channels visited by customers on their journeys. |
| Propositions | Number of products/services viewed by customers during their journeys. |
| Average Journey Duration | Period of time customers spent on their journeys. |
Activity Breakdown
| Field | Description |
|---|---|
| Activity By Channel | Breakdown of activity volume on each channel (assisted, mobile, outbound, physical and web). |
| Activity By Touchpoint | Breakdown of activity volume on each touchpoint. |
| Activity By Lifecycle Stage | Breakdown of activity volume on each lifecycle stage. |
View Historical Audience Analytics
As well as viewing current query results for an audience, you can also view results for previous runs of the same query.
On the Dynamic Audiences page, click Processing History for the audience whose historical results you want to view.
If you have already selected another option for the query, such as opening the Journeys page, you can also switch to the Processing History page by using the View selector located in the upper right corner of the page you accessed.
Navigate the Processing History Page
The Processing History page provides you with details about all historical runs of the query for a selected audience. You can view the following information:
| Field | Description |
|---|---|
| Requested on | Date on which the query was generated. |
| Requested by | Name of the person that generated the query. |
| Processed on | Date on which the query was last processed. Note: An icon to the left of the processing date indicates the status of the query. |
| Status | Status of each version of the query. One of:
|
| Query Changed | Whether or not the query was modified before it was processed. |
| Journeys | Count of journeys returned in the query results. |
| Profiles | Count of customers returned in the query results and the percentage change over the last time the query was run. This is your audience. |
