The Journey Metrics Dashboard provides visibility into how your automated customer journeys and AI flows are performing. It highlights key indicators across engagement, automation efficiency, and revenue contribution so you can optimise journeys and drive business outcomes. This section is visible under: My Journeys.
1. Active Journeys
Definition:
Total number of journeys currently active in your store.
Example:
If there are 272 journeys currently running, the metric will display 272.
2. Total Sales
Displays the total revenue generated from orders triggered through automated journeys.
Only orders tied to a journey flow are counted in this value.
When the total sales value is zero, an option is shown to enable Dragon Flow.
Selecting it takes the user to the Journey Library with the Dragon Flow filter applied.
3. Deliverability Rate
Shows the percentage of journey messages successfully delivered to users.
Calculation:
Count the number of delivered messages.
Count all messages that were attempted (sent or failed), including retry attempts.
Exclude failed messages that contain specific error codes.
Valid message attempts is
sentOrFailedWithRetryCount+sentOrFailedWithoutBroadcastCount - failedWithErrorCodesCount;
Delivery rate is calculated as:
Delivered ÷ (Valid message attempts) × 100
This metric reflects message delivery performance for all journey-generated sends.
4. AI Automated Tickets
Represents the number of tickets fully resolved by AI without requiring agent involvement.
The percentage displayed indicates what portion of total AI sessions were fully automated.
Calculation:
Count AI sessions that did not transfer to a human agent.
Divide by total AI sessions to compute the automation percentage.
Example: If 98 out of 99 AI sessions were resolved by AI, it displays:
98 (98%)
5. AI Sessions
Shows the total number of customer interaction sessions handled by AI.
If there are no sessions yet, an option is shown to explore the AI agent setup.
6. AI Revenue
Represents revenue associated with AI influence on purchases. It consists of two parts:
Direct AI Revenue
Revenue directly attributed to AI-driven flows, where AI recommendations directly led to the purchase.
Shadow Revenue
Revenue where AI recommendations influenced the order, even if the purchase was not directly attributed to an AI flow.
Shadow revenue is displayed in brackets next to the direct revenue value.
Example format:
₹1,200 (₹600)
₹1,200 = Direct AI revenue
₹600 = Shadow revenue
If no AI revenue has been generated yet, an option appears to enable the presale AI flow.
This opens the Journey Library with an AI commerce agent filter applied.
Metric | Meaning |
Active Journeys | Number of journeys currently active |
Total Sales | Revenue generated through automated journeys |
Deliverability Rate | Delivered messages as a percentage of total valid attempts |
AI Automated Tickets | Tickets resolved by AI without agent involvement |
AI Sessions | Number of AI-assisted customer interactions |
AI Revenue | Direct and AI-influenced purchase revenue |
For further assistance or to raise feature requests related to Journey Metrics, please contact [email protected].