Journey runs

In this article, you'll learn how to track the performance of your journeys, and identify issues and areas for improvement.

Journey 'runs'

Each time a journey is triggered, a record is created. This record is called a 'run'.

A run tracks the trigger event, the events that follow, and the data that was collected or passed along at each stage.

How to find a journey's run record

Run records: You can only see run records for published journeys that have been triggered at least once.

  1. Go to Engage customers > Journeys > Your Journeys.

  2. Find the journey you want to view, then click the three dots on the right-hand side.

  3. Select View published version.

  4. From the Journey overview, click the Runs tab.

How to filter run record results

Use the status, version, contact, and invocation date fields to filter your results as follows:

  • Status filter

    • Completed: Runs that have been completed successfully and as expected.

    • Error: Runs that experiences an error and have not been completed.

    • In progress: Runs that have not been completed yet, for example runs that span several days or weeks.

  • Version: If you have published more than one version of a journey, you can select the specific version that you want to view run results for.

  • Contact: If you want to see how a journey ran for a specific contact, you can select that contact from the list.

  • Invocation date: Use the drop-down to define a specific timeframe that you want to view run results for, or use the pre-defined options (today, one day, one week, one month, or maximum timeframe).

How to view details of a specific run record

Once you have filtered your run results, click a specific run record to view more details.

On the right-hand side of your screen, under 'Events', you can see how the contact progressed through your journey, and a time log showing how long the contact spent at each step.

Click on a step to highlight that step in the journey tree view, and see the following information:

  • Step ID: A unique ID for the step.

  • Started at timestamp: When the step began to execute.

  • Ended at timestamp: When the step execution was completed.

  • Duration: How long step execution took.

  • Input: The data that the step received from the trigger, or from the previous step.

  • Output: The data that the step passed on to the next step.

How to troubleshoot a run that failed with an 'error'

If there was an error in a journey run, the 'error' label will be displayed next to the specific run record in your run results.

When you click on a run record with an 'error', the step that had the error will be highlighted in red in the 'Events' section, and in the journey tree view.

Click the action that had the error, and view the 'input' and 'output' information to understand more about what caused the run to fail.

How to retry a failed run

  • If you've published a new journey version in an attempt to fix the error, click Retry with live version.

  • If you haven't published a new journey version, you can try the run again with the current version by clicking Retry run.

FAQs

Q: Why can't I see any results in my journey runs

A: First, check that your journey has been triggered at least once. If your journey hasn't been triggered, there won't be any runs to display. Next, check the invocation date filters. By default, this is set to 'today', so if your journey hasn't triggered today, you won't see any results.

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