About a year ago I joined Gainsight CS Ops, and took over managing Journey Orchestrator in Gainsight’s own instance. As this is one of the most mature, highly used Gainsight orgs, I found out that Journey Orchestrator was highly utilized, but not actively managed. Programs were created, but there wasn’t a coordinated effort to stop programs or manage the active program count.
I needed to figure out more information about my JO instance so that I could make informed decisions on how to identify stale, active programs in order to get the active program count into a more manageable state.
My solution was to do a reporting deep-dive into Journey Orchestrator and start building reports off of the Advanced Outreach object to get program count/status/type info.The JO Admin dashboard that I created (and have since replaced) is still the primary resource I use to schedule, and track active JO programs, and what I use to identify older programs that aren’t actively sending.
Here are the build parameters for some of the reports discussed below:
- Program Counts by Created Year and Status ' (count dist. Advanced Outreach name by Year Created at, Advanced Outreach Status (deleted = no)
- Program Counts by Status and Type – Count of Advanced Outreach Name BY Advanced Outreach Status, Advanced Outreach Model
- Program counts by status with no send activity – Count of Advanced Outreach Name BY AO Status, AO Model (AO Start Date = Null)
- Active Programs by Runtime (oldest first) -- this is essentially a report version of the JO program menu. It allows me to manage my active program count and focus on checking the performance of my oldest active programs first
- Program List by Status – Grouped list of programs by status. Row Grouping enabled on Program Status field.
Other Queue Management Reports using different objects:
- This Weeks Outbound Send Volume (ELv2) - Count of Source Name (aka Program name) BY Day of Week (formula) , Source. *sort by Day of Week Ascending
- Sends to Personas by Weekday in last 30 days – ELv2. VERY important report if you use Personas! This allows me to see persona send saturation by day of week and by persona.
- Count of Email ID BY Send Weekday, Persona (Sent date = span of last 30 days, Persona !Null, CO Segment !Null)
- Program/Bounce/Unsubscribe Comparison per program - last 90 days (AO Email)- All Programs have failures and bounces, but all failures aren’t necessarily bounces. I wanted to look at the programs with the highest failure → bounce totals and use that as a cause to dig into the offending program further.
Video Recaps:
- Original recording (June 23)
- Updated recording → Using GS Home to replace Admin Dashboard
Thanks for the updated vid too!
