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MindTouch Success Center

Customer Journey Analytics

Customer Journey Analytics EAP is scheduled for 05/27/2020 - 06/24/2020.

Customer Journey Analytics is part of the Early Access Program. Any information on this product is subject to change before general availability. 

Timeline

  • May 21, 2020: Customer Journey Analytics EAP enrollment begins
  • May 27, 2020: Customer Journey Analytics EAP availability begins and customer feedback may be collected
  • June 24, 2020: Customer feedback period closes (early access remains available)

Updates

  • May 27, 2020: Customer Journey Analytics EAP enrollment and availability have begun

Feedback

Your Customer Success Manager will provide instructions to communicate your feedback about the new product experience. All customer feedback will be reviewed if submitted during the feedback period. If appropriate, a member of the MindTouch Product Team may want to interview you regarding your feedback, so that your idea is further explored in detail.

Details

The new Customer Journey Reports are located in Dashboard > Customer Journey Reports.

Page Views Report

An overview of page view engagement, the Page View Report, supports filtering page view analytics by agents, authors, and consumers. The report provides insight into page view counts over time, the time spent viewing pages, and whether pages are viewed in their entirety. Page View data is available from May 1st, 2020 onwards.

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Self-Service Activity Report

When integrating MindTouch Analytics tracking with a support ticket web form, an overview of support ticket deflection performance is available with the Self-Service Activity Report. The report summarizes how many support ticket forms were initiated (either hosted on a MindTouch site or elsewhere), how many were submitted, and the contrast between self-service sessions and ticket submissions. Self-Service Activity data is available from the date the support ticket web form is integrated with MindTouch Analytics tracking.

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