Table of Contents

Understanding the customer journey data flow infrastructure

Review the information below to learn about some of the key data flows that contribute to the functionality of the customer journey.

DF_JourneyManager

The DF_JourneyManager data flow prepares an incoming interaction for customer journey processing.

A view of the DF_JourneyManager data flow
"A view of the DF_JourneyManager data flow"
A view of the DF_JourneyManager data flow

This data flow consists of the following shapes:

  • Convert - converts the incoming interaction into a format that is comparable to your system's primary customer class. In the above example, the class is Sample-Data-Customer.
  • Merge - matches the incoming interaction with an existing customer in the database.
  • Compose - checks the JourneyCurrent data set for the last interactions this customer had on any journeys with which they previously interacted.
  • JourneyManager Decision strategy - sends the composed interaction record for processing by the JourneyManager strategy. The JourneyManager strategy determines whether the interaction is applicable to one or more active journeys and outputs a version of the interaction for every active journey in the system. For more information, see Understanding the customer journey strategy infrastructure.

The output records for all active journeys are passed to the DF_JourneyHandler data flow for writing to the appropriate locations.

DF_JourneyHandler

The DF_JourneyHandler data flow filters out any interaction records that do not have any journey information (that is, that are not applicable to any active journey), and then ensures that all remaining interaction records are written to the appropriate locations.

A view of the DF_JourneyHandler data flow
"A view of the DF_JourneyHandler data flow"
A view of the DF_JourneyHandler data flow

This data flow consists of the following shapes:

  • Filter - removes any interaction records that do not have any journey information (that is, that are not applicable to any active journey).
  • Convert - for each journey record, this shape creates an instance of PegaCDH-Data-Journey-Current from the relevant data. This instance then passes to the JourneyCurrent data set, where it is written to the corresponding database table to represent the most recent interaction for that customer on that journey.

Lastly, each interaction record is passed to the DF_ProcessJourneyResponse data flow for writing to Visual Business Director data sets.

DF_ProcessJourneyResponse

The DF_ProcessJourneyResponse data flow writes the Visual Business Director data sets that retrieve and display the journey data. Without this data flow, there would be no visible data.

A view of the DF_ProcessJourneyResponse data flow
"A view of the DF_ProcessJourneyResponse data flow"
A view of the DF_ProcessJourneyResponse data flow

This data flow consists of the following shapes:

  • Prepare Incoming Record data transform - calls the UpdateIncomingJourneyRecord data transform that manipulates the EntryExitIndex property. This property determines how many customers there are at any given point in a journey.
  • SequenceOfInteractions data set - enters the interaction into the SequenceOfInteractions data set. This data set stores a complete record of all journey-relevant interactions.
  • Update Current Record Info data transform - writes the current interaction on the current journey to the LastInteraction data set. This branch checks to see if the outcome is Rejected, and if so, sets the EntryExitIndex to 0 before writing to the data set.
  • Update Last Record Info data transform - negates the last interaction on the current journey in the LastInteraction data set. This branch sets the EntryExitIndex to -1, sets the stage, step, and channel information to that of the previous interaction, and then writes to the LastInteraction data set. If there was no previous interaction, journey information is removed from the record and it is filtered out.

DF_ProcessResponse

The DF_ProcessResponse data flow does not directly influence the journey process. Instead, it connects the DF_JourneyManager flow to incoming interactions. The DF_ProcessResponse data flow has several branches, including a branch that handles the processing of customer journeys, as in the following figure:

A view of the DF_ProcessResponse data flow
"A view of the DF_ProcessResponse data flow"
A view of the DF_ProcessResponse data flow

This data flow consist of the following shapes:

  • Filter Out Non-Journey Records filter - removes any interaction records that do not have any journey information (that is, that are not applicable to any active journey), or that have an outcome of Pending.
  • Filter Out Non-Primary Class Records filter - removes any interaction records where the class is not the primary customer class. Prospects and non-primary level Customer interactions are not considered.
  • Data transform - adds metadata to the record. For example, the data transform sets the value of .Event to Offer Response.

Lastly, each interaction record is passed to the DF_JourneyManager data flow.

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