Journey Tracker
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    Journey Tracker

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    Article Summary

    Article Overview

    The following article describes the Journey Tracker feature. It explains what the Journey Tracker is used for and how to use it.

    What is the Journey Tracker?

    The Journey Tracker feature enables you to track your live processes and view the status of their different stages. The information the Journey Tracker displays is saved for 30 days maximum.

    NOTE
    The data retention period can be modified, for additional information see the February 2023 release note article.

    (See Figure 1 and Figure 2)

    To navigate to the Journey Tracker screen, perform the following steps:

    Figure 1: Operate Tab

    1. Click the Operate tab (1).

    Result:

    The Operate tab options appear:

    Figure 2: Journey Tracker Option

    1. Click the Journey Tracker option (2).

    Journey Tracker Main Screen

    Figure 3 and Table 1 describe the structure of the Journey Tracker screen.

    Figure 3: Journey Tracker Main Screen

    Table 1: Journey Tracker Main Screen

    Number

    Name

    Description

    1

    Search Bar

    Enables to search the tracking list by a:

    • Process name
    • Customer name
    • Customer phone
    • Customer email
    • Request Identifier (RID)
    NOTE
    For additional information about RID, see the Detailed Tracking Information and Actions section

    2

    Business Groups

    • Displays the names of business groups that exist in the environment
    • Displays the number of the business group's processes that are currently displayed in the tracking list 
    • Enables to filter the tracking list and display specific processes by clicking a business group name

    3

    Select All Checkbox

    Enables to select/unselect all the displayed processes from the tracking list at once

    4

    Status Filter

    Enables to filter processes from the tracking list according to different statuses

    NOTE
    For additional information about different statuses, see the Tracking List section
    5

    Tracking List

    • Displays a list of tracked processes with the different information
    • Enables to select tracked processes and cancel their links or resend them   
    NOTE
    • Only processes that were deployed to a production environment will be tracked using the Journey Tracker
    • For additional information, see the Tracking List section

    Tracking List

    (See Figure 4)

    The tracking list displays a list of tracked processes that were deployed to a production environment. Each tracked process displays the following information: 

    • Process Name.
    • Time - the time when the process's status last changed.
    NOTE
    The time of the last status change is converted to the local time according to your browser settings. 
    • Sender - the name of the sender.
    • Customer Name.
    NOTE
    The customer name will be empty by default unless metadata tagging is performed. For additional information, see the Customer Name Tagging section.
    • Customer Phone.
    • Customer Email.
    • Status - the current status of the process:
      • Link-Sent - a link of the process was sent to a recipient.
      • Opened - the link was clicked and opened by the recipient.
      • Data Submitted - a recipient submitted a process step.
      • Reminder-Sent - a reminder to finish the process (or one of its steps) was sent to a recipient.  
      • Completed-Step - a recipient completed one of the process's steps. 
      • Completed (PROCESS COMPLETED) - the entire process was completed. 
      • Cancelled - the link of the process was canceled and is no longer accessible.  

    Figure 4: Tracking List

    The Load more.. button loads and displays additional processes for tracking, up to the last 30 days.

    NOTE
    After loading and displaying all the processes from the last 30 days, the Load more.. button disappears.

    Detailed Tracking Information and Actions

    (See Figure 5 and Figure 6)

    When clicking a process from the list, detailed tracking information appears:

    • masterRID (1) - a unique identifier of an EasySend transaction. 
    • Status list:
      • The date when the process's status changed. 
      • The time when the process's status changed. 
      • The status.
      • Customer Name.
      • Role.
      • RID - a unique identifier of an EasySend step. The RID is nested under the masterRID. When creating a transaction, it can be divided into steps, for example, when using the Workflow Manager. Each step will receive its own unique RID as part of its URL, for example: player-demo.easysend.app/customer/onboarding/page0/0?lang=en&rid=qDzVpy_U7gY. 
    NOTE
    • The RID will appear when hovering a step.
    • An OPENED status can appear multiple times due to process refreshing or when re-clicking a link.

    Figure 5: Detailed Tracking Information

    While the status of a process is not Completed or Cancelled, clicking the dropdown of a tacked process (3) enables the platform user to perform two actions:

    • Cancel the link of the process (and update its status to CANCELLED).
    • Resend the link of the process (and update its status to LINK SENT).  
    NOTE
    Resending the link of the process is possible at any stage as long as its status is not process completed or canceled

    Figure 6: Additional Actions

    Customer Name Tagging

    (See Figure 7 and Figure 8)

    The customer name on the Journey Tracker will be empty by default unless metadata tagging is performed.

    To perform the tagging:

    Figure 7: Tagging 1 of 2

    1. Access the Model screen of the digital process.
    2. Click the relevant data item for the name information (1).
    3. Click Metadate (2).
    4. Click the Tagging dropdown (3).
    5. Click customerFirstName (4). 

    Result:

    The data item is tagged:

    Figure 8: Tagging 2 of 2


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