This article only applies to your community if your Firstup contract includes this functionality. Please contact your Customer Success Manager with any questions about feature availability for your community.

Journey Insights provides powerful analytics to help you understand and optimize your employee journeys. This article details the two primary dashboards within Journey Insights: Journey Overview and Journey Step Analysis, explaining their sections and how to interpret the data they provide.

Journey Insights is not restricted to assigned topics and audiences. If you have access to it, all topics and audiences will be available to filter the reports by.

Note: Insights+ products, including Journey Insights, require each client user to be assigned a Tableau user license, where access is not preemptively granted. A user’s Tableau license is provisioned upon their first visit to an Insights+ product. As a result, first-time users may experience a wait time of up to 30 minutes while the background licensing process completes.

Journey Overview Dashboard

The Journey Overview dashboard provides a high-level view of your entire journey's performance, summarizing key metrics and trends.

Sections

Filters

Located at the top of the dashboard:

• Allows you to select a specific journey and a journey entry date range
• Journey entry date refers to the date users entered the journey
• Provides options for predefined date ranges (weekly, monthly, all time) and custom date selection
• Journey changes might not be reflected in the journey filter dropdown for up to an hour

KPI (Key Performance Indicators)

Displays key metrics for the selected journey:

Note: Total Communication Sent will increase depending on how many channels the single communication is sent through.

• Last Modified: Date the journey was last modified
• Journey Name
• Started: Number of users who entered the journey.
• Current: Number of users currently in the journey.
• Deactivated: Number of users deactivated during the journey.
• Completed: Number of users who completed the journey.
• Total Communications Sent: Total number of communications sent across all channels.
• Total Communications Sent (Unique Users): Number of unique users receiving communications.
• Total Communications Delivered: Total number of communications delivered across all channels.
• Total Communications Delivered (Unique Users): Number of communications successfully delivered.
• Open Rate (Unique Users): Percentage of unique users who opened communications.
• Interaction Rate (Unique Users): Percentage of unique users who interacted with content.

Journey Engagement Trends per Week/Month

Displays journey engagement over time:

• Shows the number of unique members sent, opened, and interacted with the communication
• Can be filtered by week or month
• Provides insights into engagement trends over time
• Users are counted as unique within the time frame selected

Journey Channel Performance

Breaks down performance by communication channel (email, push notifications, Notification Center):

• Shows the number of communications sent, delivered, and opened for each channel
• Allows you to compare channel performance
• Color-coded for easy channel identification

Step Overview:

Lists all steps in the journey in their order of appearance:

• Displays key metrics for each step, including entered, current, exited, communications sent, delivered, errors, and interaction rate.
• Provides a link to the Journey Step Analysis dashboard for each step, pre-filtered.
• Errors will most commonly be seen within the email channel.

Journey Step Analysis Dashboard

The Journey Step Analysis dashboard provides detailed insights into the performance of a specific step within a journey.

Sections

Filters

Located at the top of the dashboard:

• Allows you to select a journey, a specific step, and a journey entry date range.
• Crucially, the journey entry date is still based on when users entered the journey, not the step itself.

KPI (Key Performance Indicators)

Displays key metrics for the selected step:

• Started: Number of users who entered the step
• Skipped: Number of users omitted from the step because they couldn't be contacted (e.g. missing or invalid email address)
• Sent: The number of users sent a communication for this step
• Delivered: The number of users who had a communication successfully delivered to them
• Delivery Errors: The number of users that errored when being sent a communication
• Opened: The number of users who opened a delivered communication
• Open Rate: The percentage of users who opened a delivered communication
• Click to Open in Experience (only Email): The percentage of users who clicked a link that opened the content in the member experience

Step Engagement Trends per Week/Month

Displays step engagement trends over time:

• Shows the number of communications sent, opened, and interacted with for the selected step
• Can be filtered by week or month
• Data is specific to the cohort defined by the entry date filter

Interaction with Content

Provides a breakdown of unique interactions with content within the step:

• Displays interactions as a pie chart, including links, polls, acknowledgments, videos, and attachments
• Allows you to drill down into specific interaction types for more detailed information
• Video interaction will show partial views and downloaded vs not downloaded for attachments

User Activity

Displays individual user activity for the selected step:

• Shows delivery details and engagement metrics for each user
• Includes columns for email delivery status, push notification status, Notification Center status, acknowledgments, and poll completion. We
• Columns are sortable, and users can be searched
• Bounce and skipped errors will be shown here

Using Journey Insights Effectively

• Use the Journey Overview dashboard to identify overall journey performance and potential areas for improvement.
• Use the Journey Step Analysis dashboard to investigate specific steps and understand user behavior in detail.
• Pay attention to trends over time to identify patterns and optimize your journeys.
• Use the interaction with content data to understand which content is most engaging.
• Use the user activity table to troubleshoot individual user issues and understand user behavior.
• Remember that the entry date filter is based on journey entry, not step entry.

Video

For visual learners, check out our video walkthrough of Journey Insights.