This Kitewheel Customer Journey Hub release has some exciting new features, upgrades and bug fixes.

The highlights include:

New Analytics Activity Over Time Heat Map
New Analytics Most Popular Steps
New Analytics Most Popular Channels
Added support for capturing REST Web-service response code and message.
Automatically upgrade HTTP Graph API requests to HTTPS
Fixed Bug in SOAP Connection

Analytics Enhancements

Kitewheel is adding a set of exciting new enhancements to the Journey Discovery Analytics - a new engagement Heat Map, Most Popular Steps and Most Popular Channels. The target user for this information is the strategy persona and the business owner. Analytics appears as a tab on the project home page.

Activity Over Time Heat Map

The Activity Over Time Heat Map shows the day of the week and hour of the day in which a profile performed a tracked interaction. This helps inform when busy and quiet times are in order to better understand customer behavior through the journey. Each cell reflects the distinct number of profiles observed in that hour throughout the selected time period. A single profile is only be counted once in any given cell. If a profile had many interactions in a single hour and appeared in that same hour in two different weeks, that profile would only be counted once. Hover over a specific cell to see the exact number of profiles for that period. Please note that all times reflect the actual time the interactions were recorded and not the relative time of the user, additionally all times are in UTC.

Most Popular Steps

The Most Popular Steps chart shows the five most common journey steps that occurred during the selected period. This helps inform the most common behaviors users are taking which helps inform overall journey behavior. Each bar represent the total number of distinct profiles that have taken that step.

Most Popular Channels

The Most Popular Channels chart shows the overlap (and lack of overlap) of the five most popular channels that profiles had tracked interactions in. This helps inform not only the channels that profiles are engaging on but also how those channels overlap with each other. The full length of the bars represent the total number of distinct profiles identified in a channel. Darker segments of the bars represent the subset of profiles also identified in other channels. There are two numbers listed on the end of each line. The number on the right represents the total number of profiles on the channel. The number on the left represents the subset of the total profiles seen in other channels. There will always be two numbers listed even if the numbers are the same.

Click the darker bars to see the distribution of this subset of profiles. This creates a grey box over the visualization to highlight the other channels that the subset of profiles are engaging. Please note that a single profile is counted once for every additional channel they engage in. So a single user could be counted once for every channel. Meaning, the total of all the profiles in the additional channels can be greater than the initial overlap.

Customer Journey Analytics Prerequisites

In order to be able to use Customer Journey Discovery Analytics, you need to have deployed the core of the Kitewheel Common Data Model that records journeys, journey steps and interactions. This is a standard part of a Kitewheel project and so this data most likely already exists. You must also request that this feature is enabled for your project. If in doubt, please contact your Customer Success Manager.

Your project should be recording when customers enter and exit from journeys, the journey steps that they take, and interactions across any of the channels in the project.

REST Web-service Status Code and Message

The Kitewheel REST Web-service adaptor now supports capturing of the Status Code and Reason Phrase. To use this feature, simply specify a location for the HTTP Status Code returned from a REST call. This field is optional for all methods. If the location is set, that HTTP status code and reason from the REST call will be accessible for use in the graph from this location.

The data returned is an object with two nested fields. code is the HTTP Status Code and reason is the corresponding reason phrase.

Bug Fixes

The following bug fixes are included in this release:

[KIT-2359] - Security Medium: Kitewheel Graph API should not support HTTP - should upgrade to HTTPS automatically
[KIT-2329] - Unable to retrieve data from SOAP Connection

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