How is the time between touchpoints calculated?
The Customer Journeys dashboard shows three time values: the time between two touchpoints in a conversion path, the average time to convert and the distribution of the days to convert. This article explains what each of them means.
In this article
Time between two touchpoints
In the Conversion Paths table, the grey label between two channels is the average time the customers of this path took between these two touchpoints before they moved on to the next step.
Up to 7 days the time is shown in days and hours, for example "2d 4h".
From 8 days on only the days are shown, for example "12d".
Two sessions from the same channel directly after each other count as one touchpoint. A journey contains up to 100 touchpoints.
[IMAGE: cj-paths.png]
Avg. time to convert
The card at the top of the dashboard shows the average time from the first recorded touchpoint of a journey to the purchase, averaged over all orders in the date range. The column Avg. Time to Conversion in the Conversion Paths table shows the same value per path.
An average of 7 days does not mean that every customer took 7 days. Some purchased after 1 day, others after 20.
Days to convert
The chart next to the cards shows how the orders are distributed over conversion windows: the share of orders that were placed on the day of the first touchpoint (1D), on the next day (2D), within 3 to 7 days and so on up to more than 60 days. It tells you how long your retargeting should run.
[IMAGE: cj-overview.png]
Which date range applies
ℹ️ Note: The date range at the top right refers to the purchase date, not to the start of the journey. An order from the selected period is counted with all of its touchpoints, even if the first touchpoint lies before the date range.
All values follow the customer segment and the preset selected at the top of the dashboard. With the segment Returning Customers the times are usually longer, because these journeys often start with a newsletter or a retargeting ad long before the next purchase.