Journeys analytics
EARLY ACCESSJourneys analytics is the main place for tracking journey campaign performance at a glance and creating custom reports and dashboards. Monitor key metrics across journey campaigns and audience activity to optimize your communication strategy and improve campaign effectiveness.
Journeys analytics consists of two main categories:
- Predefined dashboards - Pre-configured dashboards with specialized metrics for journey campaign performance, audience behavior, and conversion tracking.
- Custom dashboards - Build tailored dashboards with custom metrics, filters, and visualizations to meet your specific reporting needs.
You can track journey performance, conversion rates, step completion, audience engagement, and overall journey effectiveness. Use these insights to identify bottlenecks, optimize customer journeys, and maximize campaign ROI.
Predefined dashboards
Predefined dashboards provide detailed insights into journey campaign performance with specialized metrics and visualizations. Access comprehensive reports to monitor key performance indicators, audience engagement, and channel effectiveness.
To access predefined dashboards, go to Insights and Analytics → Analytics → Journeys on the Infobip web interface.
At the top of the page, you can switch between the following tabs:
- Overview - Comprehensive view of journey performance, audience activity, and channel metrics
- IVR insights - Specialized metrics for IVR sessions, call volumes, and journey usability
Overview
The Overview dashboard provides a detailed view of all journey communication performance. It is tailored to present fundamental metrics so you can quickly identify how well your campaigns affect audience engagement.
By default, the report shows data for the last 30 days for all journeys and all channels.
Make sure to adjust your filters as required for specific journey campaigns to track joined metrics over specific campaigns and channels.
Journey highlights
Journey highlights give you the key metrics for your journeys.
| Metric | Description |
|---|---|
| Active journeys | Number of journeys that have been active within the selected period. Active journeys include journeys launched before the selected timeframe and finished during the timeframe, journeys launched and finished during the timeframe, or journeys launched during the timeframe and finished after the selected timeframe. |
| Active profiles | Number of total profiles that have entered journeys and interacted with communication channels within the selected time period. Activity is determined by a sent inbound message or performing at least one of the standard channel events (EmailOpened, MessageSeen, or LinkClicked). |
| Messages sent | Number of all sent messages based on the count of MessageSent events during the selected period. |
Audience activity overview
The audience activity overview lets you track active profiles and activity during the selected period.
| Metric | Description |
|---|---|
| Active profiles in journey by date | Track the trend of total active profiles in journeys over time. This is useful to see how your campaigns impact audience engagement during the selected period. |
| Active profiles by journey | Track your most successful journeys by seeing how many active profiles enter a journey during the selected period. |
| Popular days and time | Heatmap visualizing how activity is distributed over time. Scorecards show the day of the week and the time when active profiles are most active. Select a day/time square to drill into metrics for that time. This heatmap is useful for seeing the most popular day and time for user activity when planning new campaigns. Consider enabling send-time optimization (STO) to increase audience engagement automatically. |
Journey performance summary
Use the Journey performance summary to get a detailed overview of all journey campaigns in a convenient table view.
Track campaign reach, message delivery rates, opens, clicks, and click-through rate (CTR). You can sort records by field values and compare the performance of different journey campaigns.
Channel details overview
The channel details overview section provides channel-specific metrics for your journeys.
| Visualization | Description |
|---|---|
| Open rate and CTR by week | Table showing average metrics values across all channels in all journeys grouped weekly. |
| Performance by channel breakdown | Bar chart showing channel metrics to compare channel performance. For every channel used in your journeys, see the total number of sent, delivered, opened, and clicked messages. |
Filters
There are four filters on the dashboard:
- Date range
- Journey name
- Direction
- Call number
You can select specific journey campaigns to track joined metrics over specific campaigns and channels.
Export
You can export any widget to csv or Excel format.
To export a report on the predefined dashboard
- Select the button (…)
- Choose the file format.
Journey performance dashboard
The Journey performance dashboard provides specific campaign performance details. Once your journey is launched, you can track performance metrics for each message sent and audience engagement impacted by a specific channel.
Inside the journey, select the View journey performance box to see journey highlights and additional information related to your communication campaign.
Journey highlights
| Metric | Description |
|---|---|
| Profiles in journey | Number of unique users who have entered the journey. This helps you visualize the audience reach of your campaign within a time range. |
| Profiles exited | Number of people who exit the journey at an exit point. This metric helps you see all customer journeys that are complete and did not exit early. It provides insight into how effectively your journey is working and if your customers are reacting to your journey as expected. Example: Your journey reaches 7,000 customers but only 1,500 customers exit the journey. You may want to review your existing journey and optimize future journeys so that more people exit it as intended. |
| Active profiles | Number of people that entered a journey, received communication, and then performed an event such as message view, message opened, or link clicked. This metric allows measurement of audience activity and gives you the opportunity to view which channel or specific message had the most impact on the customer. |
| Messages sent | Sum of all messages sent within the journey for all channels. To view a breakdown by channels, see the Channel details found at the bottom of the journey performance dashboard. |
Channels performance
The channels performance widgets show channel metrics across all channels used in your journey.
Channels performance funnel
Depending on the channel, the funnel chart shows unique events breakdown by event type across all channels.
Channel details
The Channel details widget shows all channel metrics across all channels used in the journey - total and relative metrics.
| Metric | Description |
|---|---|
| Messages sent | Total sent messages. |
| Messages delivered | Total delivered messages. |
| Delivery rate | Delivery rate percentage. (Delivered / Sent × 100) |
| Opens (Seens) | Total opened or seen messages. This depends on the channel in the journey. Seen is for Push, WhatsApp, and Viber channels. |
| Unique opens (Seens) | Number of profiles that have opened or seen a message. |
| Open (Seen) rate | Open or seen rate percentage. (Total seen / Delivered × 100) |
| Clicks | Total click events. |
| Unique clicks | Number of profiles that performed a click. |
| CTR (Click-through rate) | Click-through rate percentage. (Clicks / Delivered × 100) |
| Unsubscribe rate | Rate of unsubscription percentage. (Number of unsubscribed users / Delivered × 100) |
| Traffic cost | Total cost of send traffic for the journey. |
Message elements details
Message elements details metrics are the same as in the channel details widget above, but include a breakdown by each messaging element.
| Column | Description |
|---|---|
| Messaging element | Display name of the message. |
| Element ID | Unique ID of the element. |
| Messages sent | Total sent messages. |
| Messages delivered | Total delivered messages. |
| Delivery rate | Delivery rate percentage. (Delivered / Sent × 100) |
| Opens (Seens) | Total opened or seen messages. Depends on the channel in the journey. Seen is for Push, WhatsApp, and Viber channels. |
| Unique opens (Seens) | Number of profiles that have opened or seen a message. |
| Open (Seen) rate | Open or seen rate percentage. (Total seen / Delivered × 100) |
| Clicks | Total click events. |
| Unique clicks | Number of profiles that performed a click. |
| CTR (Click-through rate) | Click-through rate percentage. (Clicks / Delivered × 100) |
| Unsubscribe rate | Rate of unsubscription percentage. (Number of unsubscribed users / Delivered × 100) |
Filters
The journey performance dashboard contains the following filters:
- Date range
- Channel name
- Version ID
When you open the journey dashboard, the current journey campaign ID is selected by default.
You can use the Version ID filter to filter metrics by specific journey version. By default, the dashboard displays the combined metrics for all versions.
Activity overview dashboard
The Activity overview dashboard provides a summary view of key performance indicators for the audience in Customer Profiles.
These KPIs include:
- Total number of profiles in Customer Profiles
- Number of new profiles added during a selected period
- Number of active profiles
The dashboard also allows you to compare these KPIs with the previous period.
For example, if you select 7 days in the time range filter, the dashboard will automatically compare metrics with the previous 7 days.
This information is intended to give you an overview of the audience and their activity within Customer Profiles.
IVR insights
If your journey contains an IVR session, you can view insights for the session. Use these insights to track key metrics such as IVR completion rate, transfers, and abandonment. You can then optimize the IVR call flows.
The dashboard contains the following sections:
Filters
You can use one or more of the following filters for the entire dashboard:
- Date range - Configure the time period for which you want the insights
- Journey name - Select one or more journeys
- Direction - Select Inbound, Outbound, or All
- Call number - Select one or more senders
IVR call volume
This section contains the following metrics for the selected time period:
| Metric | Description |
|---|---|
| Total calls | Total number of IVR calls. |
| Abandons | Number of calls that were hung up before the IVR session was completed. |
| IVR completed | Number of calls in which the end user query was resolved without agent intervention. |
| Transfers | Number of IVR calls that were transferred to either a live agent or an external phone number. |
| Dropped calls | Number of IVR calls that were disconnected during the IVR session because of technical reasons. Example: Operator error, application error, or insufficient funds. |
| Unanswered calls | Number of calls that were not answered by either the end user or an answering machine. |
| Answer rate | Percentage of the number of calls that were answered / total number of calls. |
You can also view a graph that shows the number of calls that were transferred to an agent and to an external phone number.
IVR calls over time
The graph in this section shows the number of calls made during each hour of a day. Select a section of the graph to see the number of calls made during that hour.
IVR performance
This section contains the following metrics for the selected time period. For some metrics, you can select the arrow against the metric to change between Average and Total values.
| Metric | Description |
|---|---|
| Completion rate | Percentage of calls in which the end user query was resolved without agent intervention / total number of calls. |
| Transfers rate | Percentage of calls that were transferred to either a live agent or an external phone number / total number of calls. |
| Abandon rate | Percentage of calls that were hung up before the IVR session was completed / total number of calls. |
| Average completion handling time | Average time duration of the IVR calls. |
| Total completion handling time | Total time duration of the IVR calls. |
| Average transfer time | Average time duration of the IVR calls before they were transferred to either an agent or an external phone number. |
| Total transfer time | Total time duration of the IVR calls before they were transferred to either an agent or an external phone number. |
| Average abandonment time | Average time before end users abandoned the IVR (hang up before reaching an agent or completing self-service). |
| Total abandonment time | Total time before end users abandoned the IVR (hang up before reaching an agent or completing self-service). |
| Average IVR time per call | Average duration of the IVR session within the journey. |
| IVR bounce rate | Percentage of calls where the end user hung up immediately after the first IVR prompt / total number of calls. |
| Calls drop rate | Percentage of IVR calls that were disconnected during the IVR session because of technical reasons / total number of calls. Example: Operator error, application error, or insufficient funds. |
You can also view a graph that shows the various reasons that the IVR session ended. Example: Calls were abandoned, dropped, or transferred.
IVR journey usability
The graph in this section shows the different elements that were used in the IVR calls.
Menu collect details
This section shows details about the Collect elements used in the IVR sessions.
Custom dashboards
Custom dashboards enable you to create customized visualizations of your campaign data. Quickly access the information most relevant to you and monitor the performance of your campaigns with tailored dashboards and flexible visualizations.
To access custom dashboards, go to Insights and Analytics → Analytics → Journeys → Custom dashboards on the Infobip web interface.
At the top of the page, you can switch between the following tabs:
- Custom dashboards - Create and manage personalized dashboards with KPIs and visualizations
- Visualizations - Build multi-layer analytics reports with customizable metrics and data slicing
Custom dashboards
The Custom dashboards feature allows you to create customized visualizations of your campaign data.
With custom dashboards, you can quickly access the information that's most relevant to you and monitor the performance of your campaigns. You can:
- Track changes to your campaign KPIs
- Compare current data across time periods
- Add, slice, and filter data
Custom dashboards can contain one or more of the following components:
| Component | Description |
|---|---|
| Visualizations | Multi-layer analytics that enable you to add and slice data based on multiple metrics. |
| Key performance indicators (KPIs) | Mono-layer analytics that display a single metric in numeric format. KPIs can be whole number, a decimal, or a percentage. |
| Attribute filter | Additional filters that you can add to the standard filtering options to filter reports by specific journey components. These filters are predefined. |
Custom dashboards can contain more than one item of the same type. For example, you can have multiple visualizations on a single custom dashboard.
The key to building a successful custom dashboard is to group elements together and create dashboards that contain KPIs and visualizations that fulfill a common purpose. For example, consider creating a dashboard for overall performance and then using the filters to drill into channels, dates, and campaigns.
You can do the following:
- View custom dashboards - By default, the latest custom dashboard that you created is displayed. To view other custom dashboards, select the dashboard from the Custom dashboards dropdown menu.
- Create custom dashboards - You can either use custom metrics to customize an existing standard report or create a new custom dashboard from scratch.
- Edit custom dashboards - Select a custom dashboard and then select Edit.
Create custom dashboard
To create a new custom dashboard:
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Go to Insights and Analytics → Analytics → Journeys → Custom dashboards.
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Select the dashboard selector dropdown, then Add dashboard.
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Give your dashboard a name.
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Select Create.
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Drag one or more of the following items to the dashboard editor. You can add more than one item of the same type. Example: multiple attributes. The editor provides guidance about where you can add each of these items.
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Visualization - Create a new visualization to display results by multiple data types. For more information, see Visualizations.
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Filter - Add the Filter element and then search for or choose an attribute from the list. Example: channel name or journey name. For each attribute, choose the values to filter. By default, all values are selected. You can add or edit these filters at any time, for example, if there are new reports.
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Column container - Create a vertical group of widgets placed in a single column inside your section. Use this option to stack multiple items.
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Visualization switcher - Combine multiple visualizations into a single dashboard. At a time, only one visualization is displayed. Use the arrow keys to switch between them. This feature enables you to compare data between multiple visualizations.
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Saved visualizations - Search for a visualization or choose an existing one from the list to display results by multiple data types. You can add visualizations that you created or those that are shared with you.
After you add the visualization, select the visualization to view the menu options. You can do the following:
- Add filters or hide the visualization title: Select Configuration
- Make changes: Select Edit
- Drill into data.
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Rich text - Add rich text such as images, links, code blocks, lists, formatting, and text to your dashboard. Use markdown syntax to add this content.
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Add titles and descriptions for each section you add.
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(Optional) To configure or delete a KPI or visualization, select the item to get the menu options, and then select Remove from dashboard.
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To delete an attribute filter, select the item and drag and drop it to the left.
Drill into data
After you add a visualization to your dashboard, you can further configure it by drilling deeper into the visualization and creating additional actions that run when you select a value. For example, link specific metrics or widgets with detailed breakdowns or other reports.
You can drill into the following:
- Visualization
- Dashboard
- URL
You cannot drill into KPIs.
To drill into data:
- Select the visualization to view the menu options.
- Select Interactions → Drill interactions → Add interaction.
- Choose the data item for which you want to drill.
- In the I want to section, choose whether you want to drill into the visualization, another dashboard, or a URL.
- Drill into dashboard - Choose an existing dashboard. You can choose the dashboards that you created or those that are shared with you.
- Drill into visualization - Choose the visualization that you want to drill into. You can choose visualizations that you have created or those that have been shared with you.
- Drill into URL - Either choose an existing URL or create a custom URL.
After you have configured the drilled visualization, the target visualization, dashboard, or URL will open when you select the fact, metric, or attribute when viewing the dashboard.
To view the results:
- On the dashboard, go to the visualization you want to view.
- Select the item that you want to drill into.
- Then select an item in either the Drill down or Drill into sections.
Visualizations
Visualizations are multi-layer analytics that enable you to add and slice data based on multiple metrics. Visualizations are the most extensive report types. You can use visualizations either as a standalone report or as part of a custom dashboard.
To access visualizations, go to Insights and Analytics → Analytics → Journeys → Visualizations tab on the Infobip web interface.
You can do the following:
- Create a new visualization
- View a list of visualizations
- View details of a visualization. Select the information icon.
- Search for a visualization by its partial or complete name
- Filter visualizations. Example: by visualization type or last updated
- Sort visualizations. Use the table headers.
- Export visualizations
- Set the number of visualizations you can view on a single page
Visualizations editor
Use the visualizations editor to create new or edit existing reports.
To access the visualizations editor:
- Go to Insights and Analytics → Analytics → Journeys → Visualizations tab.
- Select Create visualizations.
The editor opens with the following controls:
- New report name field - Enter a name for your visualization.
- Data catalog - Contains qualitative and quantitative data points you can add to your report.
- Visualization type - Change the chart type depending on your requirements. The system recreates the visualization to match the selected type. Each chart type may support specific types of data. Example: The Stack by field is available for a column chart but not for a table.
- Active zones - Drag and drop items from the data catalog to these areas of the canvas. The editor provides guidance about the supported data items for each active zone. For a visualization of type table, you can define rows, columns, and metrics.
- Filters - Filter the visualization based on specific criteria. To add a filter, drag and drop the Date or any attribute from the data catalog to this field. Alternatively, select the filter button and select the required attributes. The editor displays a message if there is any data that cannot be filtered.
- Configuration - Define the look and feel of the visualization. Example: change colors or position the legend.
- Undo, Redo, Clear, Cancel, and Save - Undo or redo your changes. Select Clear to remove all data from the visualization. Select Cancel to return to visualizations. To save your report, you must give it a name.
Create visualization
Follow these steps to create a basic visualization:
- Go to Insights and Analytics → Analytics → Journeys → Visualizations tab.
- Select Create visualization.
- Select a visualization type. Each chart type supports specific data types.
- Drag and drop one or more data items (fact, metric, attribute) from the data catalog to the active zones. You can view the data immediately after you add items to the fields. To create a new metric, add at least two data items.
- (Optional)
- To get more detailed data, drag and drop the Date or an Attribute to the Rows/Columns field (only for tables) or to the View by, Trend by, or Attribute fields (for other chart types).
- To split the data into stacked groups, drag and drop an Attribute to the Stack by or Segment by field. For line charts, there must be only one data item in the Metrics field.
- To format the chart, use the Configuration options.
- To make changes, use the Undo, Redo, and Clear options. To delete a data item, select the item in the editor and drag it to the left.
- Use additional customization options. For more information, refer to the additional customization options documentation.
- Name the visualization.
- Select Save.
Export visualization
On the Visualizations tab, select the three dots next to a visualization and choose one of the following file formats:
csvxls
The visualization is downloaded as a static file.