I’m surprised there wasn’t an idea post about this already -- if there is, then please let me know! I couldn’t find one myself.
Please enable reportability of JO Emails Logged to Timeline!!
Ideally, these would be included in the Timeline activity object with a Source of JOURNEY_ORCHESTRATOR or ADVANCED_PROGRAM for example.
Why does this matter?
- Often, there’s some sort of “engagement” measure used in a customer health scorecard. Or, a CSM KPI related to tracking how long it’s been since the account was last “engaged” (maybe via email, or maybe via a meeting..etc). As organizations leverage more digital scale programs and initiatives for serving larger segments, we need to be able to recognize these 1:many email “touches” in these engagement metrics.
- Gainsight’s mantra is “if it’s not in Timeline, it didn’t happen.” Well the emails are in timeline, but they’re not reportable...so...it’s as if they didn’t happen…
- Data governance!! The reporting we build on Timeline is not accurate as it excludes these emails.
