Journeys & Funnels

The Journeys & Funnels tab shows how a single journey performs relative to its goal, then where finished sessions fell off.

Choosing what to look at

Use the journey picker in the top-right to select a journey, and the date-range selector to set the window. The picker defaults to your first active journey.

Outcomes, not just progress

A funnel only makes sense relative to what the journey is for. Reaching the final step is a win for a checkout, but a loss for a retention journey — there, the win is the customer leaving without cancelling. So every session is classified by the outcome it reached, not by how far down the steps it got:

• Saved / Completed (green) — the favorable outcome (a retained customer, or a completed purchase).

• Cancelled / Failed (red) — the adverse outcome (lost revenue). This is what the funnel highlights as the problem to fix.

• Dropped off (amber) — left without resolving either way.

• In progress (grey) — still active. These are shown separately and are excluded from the win/loss rates and from the step funnel, so an unfinished session never looks like a drop-off.

The win/loss reading comes from the journey's own configuration (the outcome each terminal step resolves), falling back to the journey type. The summary cards show the counts and the win rate over finished sessions.

The step funnel

Below the summary, the step-by-step funnel charts finished sessions: one bar per step, sized by how many reached it. Steps that resolve an outcome are tinted (green for the favorable step, red for the adverse one), and each row shows how many sessions were lost or dropped at that step.

The single worst step is highlighted — labelled biggest churn point for a retention journey or biggest drop-off for a forward one — based on where losses or drop-offs actually concentrate, not merely the largest count fall.

To avoid false alarms on thin data, the highlight is paused until at least ~20 sessions finish; below that the tab says so instead of pointing at a step. Likewise, if every session in the window is still in progress, the funnel says there's nothing finished to chart yet.

Segment breakdowns

• Win rate by portal role — the favorable-outcome rate for Customer, Partner, CSR-assisted, and Anonymous visitor sessions.

• Win rate by experiment variant — shown only when the journey is part of a running A/B experiment.