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Journey Map FAQs

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Performance and Analytics

What counts as one user in a journey?

In journey maps, users across different channels are unified based on the unique identifier user_id, which is the custom user ID used by your company.

For example, if a person logs in to your website, this web user is no longer an anonymous visitor and can be linked to a user_id. If this person has installed your Android app and logged in on the app, this web user can then be unified with the Android user based on the same user_id.

If two different devices with the same user_id arrive at a node, they will be deduplicated and count as one user in the node statistics.

Are re-entered users counted again in node stats?

Yes. The user counts are counted based on the number of entries. For example, if a user exited the journey and then re-entered one time, this user is counted 2 times under Entered.

Why is "Opens" under Performance much higher than "Opened" in node stats?

You may find the message metrics count under the Performance tab to be much higher than the metrics count under Moved forward to.

This is because users might still interact (e.g. opens, clicks) with the messages after being moved to the no-interaction path. This can often happen If you set a short timeout duration.

In the example below, users are moved to the "Not opened" path if they didn't open the email in one hour. But if they open the email while they are still in the journey, the open will be counted in the Performance tab.

Is "Arrived" the number of users who received the message?

In message nodes, Arrived is the number of users the system has tried to send or show the message to. This is not the number of users who received the message.

To see the actual sent, views, delivered, and clicks metrics, open the message node and see the Performance tab instead.

Updated 2 months ago