Journey map metrics show how visitors are progressing through each communication step in your journey. Metrics appear on guide and email steps only.
Turn on journey map metrics
Journey map metrics are off by default when you open a journey. The journey must have been active at some point to have metrics data.
To turn on journey map metrics:
- Go to Orchestrate > Journeys.
- Select a journey from the Journeys list.
- Toggle on Show metrics under the main tabs.
- Optionally, apply a segment filter or adjust the date range to refine the data shown.
Understanding the metrics
Journey metrics shouldn't be read as a funnel because segments are dynamic - visitors can enter or leave a segment at different points in the journey, and they can also skip steps due to a journey's logic. For example, a visitor is removed when they no longer meet the segment criteria, but then becomes eligible again, or a visitor is removed when they meet the journey goal.
If the Use segment as entry criteria setting is used, the segment becomes static rather than dynamic. Visitors are evaluated against the segment criteria only at entry, so only those who meet the journey goal will be removed from the segment. You can find this setting on the segment card during journey setup.
It's also possible for visitors to skip steps due to a journey's logic. This can happen when a step has a visibility window or a trigger condition, and the visitor didn't meet the condition in time. For example, a guide set to be visible for 7 days is skipped if the visitor doesn't log in during that timeframe. They're then moved on to the next step without seeing the guide.
What each step shows
Each step contains information about eligible visitors for that step. If your journey uses guides, make sure the segment you've selected is eligible so your visitors can view guides within your journey.
Guide steps:
- Eligible visitors
- Viewed
- Clicked
Email steps:
- Eligible visitors
- Delivered
- Open rate
- Click rate
Select View more on any step to open the full metrics view for that guide or email.