Overview dashboard

When you log in to Acoustic Journey Analytics, your Overview dashboard shows highlights of recent customer activity in three key areas: top-line metrics, customer journey stages, and the top path to cart purchase.

Note: Users of both Journey Analytics and Acoustic Digital Analytics might see differences in data that is shown in the Overview dashboard for the Revenue, Retention, Visitors, and Abandonment metrics and data that is shown in Digital Analytics. It is important to understand that Journey Analytics is an Exchange event reporting tool and does not use the same business logic as Digital Analytics. Digital Analytics sends data to Exchange, Exchange sends this data to Journey Analytics, and then Journey Analytics reports the data. After sending data to Exchange, Digital Analytics continues processing data before showing the data in Digital Analytics reports. For this reason, the data shown in Digital Analytics and Journey Analytics does not always match.

Acoustic continues to work on improving our solutions to provide actionable metrics and insights across all our offerings. Stay tuned for new and improved metric and trend reporting to drive your business and your users' engagement with your brand.

What are the metrics on the Overview dashboard?

Top line metrics are the performance metrics and trends in customer activity during the last seven days. The number that is shown for each metric is the average over the seven-day range. Each data point on the trend line represents one day in the date range. Click a data point to see the totals for that day.

  • Revenue: Daily revenue generated by customers for the last 7 days. Revenue is calculated from revenue-generating events, such as cart purchases.
  • Retention: Visitors per day who performed an action associated with one of the following events in the last 7 days:
    • Email Click
    • Email Opt Out
    • Conversion Abandonment
    • Browse Abandonment
    • Browse Abandonment Item
    • Cart Abandonment
    • Cart Abandonment Item
    • Cart Purchase
    • Cart Purchase Item
    • Conversion
    • Product View
    • Searched Site
    • Entry Page
    • Web Element
    • Video Played
    • Video Paused
    • Video Completed
    • Form Error
    • Read Review
    • Product Page Action
    • Facebook Post
    • Facebook Comment
    • Facebook Liked Post
    • Facebook Liked Page
    • Twitter Shared
    • Twitter Retweeted
    • Twitter Tweeted
    • Twitter Mentioned
    • Twitter Replied
    • Twitter Followed
    • Twitter Favorited
    • Instagram Comment
    • Instagram Liked Post
    • Viewed a coupon
    • Claimed a coupon
    • Redeemed a coupon
    • Instagram Followed
    • Connected to social channel
    • Disconnected from social channel
    • Mobile Wallet View
    • Mobile Wallet item installed
    • Mobile Wallet removed item
    • SMS Opt In
    • SMS Opt Out
    • Talked to Agent
    • Self Service
    • Automation Trigger
    • Customer Case
    • Opened Case
    • Cancelled Case
    • Updated Case
    • Live Chat
    • Lead
    • New Lead
    • SMS Interaction
    • Multi-step SMS Interaction
  • Abandonment: Number of abandoned carts per day for the last 7 days.
  • Visitors: Number of unique visitors per day for the last 7 days.

Metrics totals are updated daily.

Journey stages

The Journey stages report shows progress through the customer lifecycle and helps you understand why customers are continuing along the lifecycle path. Data for journey stages is available in the Overview dashboard two days after you configure journey stages.

Note: If you are an existing customer with customized mindsets, the Journey stages report replaces your Mindsets report.
The Journey stages report bar graph shows the total number of customers in each stage and the number of customers that were added or removed in each stage yesterday. The dark blue bar indicates an increase, and red indicates a decrease. To see the number of customers added (or removed) yesterday, hover over the dark blue or red bar.

Digging deeper into journey stages

Expand the Journey stages report in the Overview dashboard to see progress towards stage targets and data about customer migrations across stages. You can use the expanded view to determine whether your marketing campaigns are meeting your company's goals at each stage and moving customers though the lifecycle.

To see migration details for a stage, to create an audience for a stage, or to see individual journeys for a stage, click the stage's three-dot menu and then click the corresponding menu option.
Note: Users are included in individual journeys when at least one event meets the criteria specified by the event attribute filter. For this reason, when you view events for a user in individual journeys, you see all events for the user including events that might not match the specified filter criteria.
Progress towards stage targets

The Progress towards stage targets bar graph shows baseline and target thresholds for each stage and the actual number of customers in each stage. If the actual number of customers in a stage is above the stage's baseline, the blue progress indicator shows the percent increase over the baseline. If the actual number of customers in a stage is below the stage's baseline, the red regress indicator shows the percent decrease below the baseline. For example, if the aware stage baseline is set to 100,000 customers, the target is set to 101,000, and there are 104,000 customers in the aware stage, the dark blue progress bar for the aware stage shows 104K 400% or (104,000-100,000)/(101,000-100,000).

Stage baselines and targets are defined when you configure stages by clicking Journey stages > Create.

Stage migrations

Stage migrations shows the number of customers in each stage that are migrating to higher stages and regressing to lower stages during the report period. To get more details about a specific stage migration, click to fill the stage dot and expand the stage migration view.

In the expanded stage migration view, an "octopus" shows the number of customers that are migrating from the selected stage to every other stage. For example, if the "octopus" is showing the migration for the considering stage, one arm of the octopus shows the number of customers regressing to the aware stage, and three arms show the number of customers progressing to the deciding, succeeding, and loyal stages. For the selected stage, you can create a forward-migrating audience, create a backward-migrating audience, or see individual journeys by clicking Create a forward-migrating audience, Create a backward-migrating audience, or See individual journeys.

For a specific migration from the selected stage to another stage, you can create an audience or see individual journeys. To perform one of these actions, click to fill the stage migration dot on the corresponding arm of the octopus and then click Create an audience or See individual journeys.

What is the top path to purchase?

The top path to purchase is a sequence of channels that your customers used to reach the end point of a cart purchase.

Your customers travel many different paths in their journeys. Which path is the "top" path? By default, the top path on the dashboard is the one that was most traveled by customers leading to a cart purchase.

For example, customers who traveled this path may have started with the email channel, then used social media, then visited the website, and finally made a cart purchase.

Note: The Top path to purchase report has been removed from the Overview dashboard. However, you can work with Support to configure your own top path report for your organization. Just open a ticket with IBM Support and include your desired end touchpoint for the new report. IBM Support will then update your organization to include the new report on the Overview dashboard.

Drilling into journey paths

To see more of your customers' journey paths, expand the top path report. You can also drill into each path in a channel to see which interactions customers are completing.

Top path trends

Top path trends show how your top journey paths change over time. By viewing top paths over time, you can detect interesting anomalies and discover changes in customer behavior.

If top path is enabled for your organization, top path trends displays below top path in the Overview dashboard. To enable top paths and top path trends for your organization, contact IBM Support.

By default, Top path trends shows the 7-day trend for top paths based on the most traveled customer journeys. Acoustic Journey Analytics determines top paths by calculating the average number of customer journeys each day and designating any paths with a higher than average number of customer journeys on a specific day as a top path for the day.

To hide or show a trend in the chart, click the corresponding color-coded icon.

You can drill down on a top path on a specific day to view associated journey paths and individual journeys. To drill down, click a line point in the chart. A tooltip for the top path opens where you can navigate to associated journey paths or individual journeys.

Top path trends can be configured to show trends for top paths based on average revenue, duration of journey, and number of unique customers. To configure top path trends, expand Top path trends in the Overview dashboard and then select the Average revenue, Duration, or Unique customer metric.