Table of Contents

Troubleshooting customer journeys

The purpose of this section is to outline common customer journey troubleshooting scenarios.

Scenario 1: The system shows the message "Journey data is not available for this timeframe"

If the message "Journey data is not available for this timeframe" appears when you open a customer journey, there is no data available for this journey in the timeframe you have chosen.

The reasons may be as follows:

  • There has not yet been an interaction that has passed all of the criteria for associating with any of the configured Steps. Review the structure of interactions that you expect to be part of the Journey, consider which Step you think is applicable, and then compare your interaction data against the criteria for that Step, Stage, and Journey. If any of the entry criteria returns false for that interaction, then it will not be processed further.
  • The decision data rules for actions in your step configuration do not have pyJourney, pyStage, and pyStep defined as part of their form fields. In order to process action-based interactions for actions you have associated with a given Journey, Stage, and Step, the decision data rule for the group that contains that action must include pyJourney, pyStage, and pyStep as form fields. To remedy:
    1. Locate the Decision Data Rule sharing the name of the group in which one of your journey-associated actions is included. For example, if Action A is in the Sales group, search for a decision data rule called Sales, and open that rule. 
    2. Navigate to the Form tab of the rule.
    3. Check out the rule if necessary, and add form fields for the properties pyJourney, pyStage, and pyStep. Save and check the rule in.
    4. Repeat this process for any groups that contain at least one offer in a journey.
    5. Deactivate and then reactivate the journey to ensure that all associated offers are assigned the proper pyJourney, pyStage, and pyStep values.
    6. If all other criteria pass, you should see the next applicable offer interaction appear as expected.

Scenario 2: Stages, steps and channels visible without any data nodes

This usually means that you do have data, but it is all being applied to the Complete stage of the journey, which does not display any counts. In the following example, the Journey has had at least one Email channel interaction, and at least one interaction of an Unknown channel. (Channels do not appear on the left unless there has been an interaction on that channel.) But for each of these interactions, it was the first interaction for the customer on this Journey, and the criteria for Complete returned true.

Sample journey without any data nodes
"Sample journey without any data nodes"
Sample journey without any data nodes

The cause for this scenario is that the entry criteria defined for the Complete stage are too broadly defined, or all interactions recorded on the journey meet the criteria for Complete. If an interaction is deemed eligible for the Complete stage, it is always chosen over any other eligible steps in the journey. Put more technically, if all the proposition filters (entry criteria) associated with the complete stage return true for a given interaction, it will always be associated with Complete, and you will see no representation for that interaction elsewhere in the journey. It is entirely possible that interactions are being assigned properly to the Complete stage as desired, but if all interactions are being assigned to Complete, this indicates that the business logic may need to be reworked to make the journey more informative.

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