12. Monitoring
Narrative context
The journey has been published and profiles are moving through it. Before reaching for any analytics tool, the first thing a campaign owner does is open the Live Report. It shows — in near real time — whether profiles are entering, progressing, and exiting as expected, and whether there are errors anywhere in the flow. Think of it as the control panel for the last 24 hours of a live journey.
Open the Live Report
- In the left menu, go to Journey Management → Journeys.
- Find the live journey [LIVE] - Mortgage simulation to pre-approval.
- Click the three-dots icon
beside it.
- Select View last 24hrs report.
The report opens on the Journey tab. This is always the right place to start.
Live Report data covers a rolling 24-hour window. It refreshes with a short delay — it is designed for operational monitoring, not second-by-second tracking. For trend analysis over longer periods, use the CJA workspace you will explore later.
Read the Journey tab
The Journey tab contains two key areas.
Journey Statistics — a row of KPIs at the top of the report:
Metric | What it tells you |
|---|---|
Entered profiles | How many profiles triggered the entry event in the last 24 hours. If this is lower than expected, check the entry event, the audience qualification, or the re-entrance rule (30-day block). |
Failed individual journeys | How many journey instances failed due to an execution error. A non-zero value here is a warning sign — investigate before it grows. |
Read these two figures first. If entries are too low, or failures are rising, there is no point moving to the channel tabs yet — the journey itself has an issue.
Journey Performance — a visual representation of the journey steps, showing profile counts at each node:
- Read it left to right, following the flow of the journey.
- A profile is counted on a node only after completing it — not when entering it. This matters for Wait steps: if the Wait 2-day node shows a low downstream count, it may simply mean those profiles have not finished waiting yet. Do not mistake patience for blockage.
- Look for sharp drop-offs between consecutive steps. A large reduction between two action nodes is a signal worth investigating.
- Look for errors concentrated on one activity. An error icon on a specific node indicates a repeatable failure — a broken external call, a missing attribute, or a delivery issue.
The journey for this lab includes a Path Experimentation node (wait 24h vs 72h). In the Journey Performance view, profiles will be split across both paths. This is expected — do not interpret the per-path volume as a drop-off.
Read the channel tabs
Once the Journey tab confirms the flow is healthy, move to the channel-specific tabs to evaluate message performance.
Select the Email tab and review:
Metric | What it tells you |
|---|---|
Sent | How many emails were dispatched during the window. |
Delivered | How many reached the recipient's inbox. A large gap between Sent and Delivered points to a deliverability or suppression issue. |
Opens | Unique profile opens. Reflects subject line effectiveness. |
Clicks | Unique clicks on links in the email — the primary engagement signal for this journey. |
Repeat the same read for the Push tab if the ETB branch has fired.
Interpret what you see
Use this four-layer sequence to draw a quick conclusion:
- Is the journey active? → Check entered profiles.
- Is the flow working? → Check Journey Performance for unexpected drop-offs or errors.
- Are there operational issues? → Check failed journeys and error nodes.
- Are the messages performing? → Open the Email and Push tabs.
This sequence prevents the most common mistake: diagnosing weak message engagement when the actual problem is earlier in the journey logic.
Business punchline
Before anyone looks at a dashboard, the campaign owner already knows the answer to the most important question: is anything broken right now? The Live Report answers that in under two minutes. If the journey is healthy, the team moves forward with confidence. If something is wrong, they catch it on the first day — not when a customer complains.