Understand Track Process Funnels

Use the following steps to create a Funnel Insight:

2. Click Create Insight.
   

3. Click Funnel Insights.
   

4. Click the Give your insight a name text box and enter a name for your Insight.
   

5. Click the Description text box and enter a description that explains the purpose of the Funnel Insight.
   

Info:

• The Description gives you context about the created Insight when added to a Dashboard.

• It also enables other stakeholders to understand what data the Insight depicts while viewing Dashboards created by other teammates.

6. From the Select user type dropdown, choose whether to analyze data for All users, Identified users, or Anonymous users.
   

7. Click the Data source icon.  
   

8. Select the stage from which you want to get the data.
   

9. Under Funnel setup, choose Track Process to analyze the progression of the process.

   

10. Select the Process Key from the dropdown.

    

    Info:

    Click New Process Key to create a new Process key. For more information see, Analytics Variable.

    

11. To add your Flows, Custom events, or Page view, in the Process steps section, click Add.

    

12. In the User filter section, click Add user filter, and then select the desired filter.
    

11. Go to the Time taken to complete the Funnel section, and then click Add Completion Time.
    

12. In the dialog box, select your time condition, and then click Apply.
    

Note:

• A Funnel becomes a Productivity Funnel when you add the completion time.

• The Funnel can be filtered only with the Less than condition.

Info:

• Click Close to discard the Insight.
  

13. Scroll down to view the generated Funnel Insight.
    

14. Click Save.
    

Note:

• Deleting a User Action or Flow from the Whatfix Guidance dashboard also removes it from the Funnel.

• You can add the Funnel Insight to a Custom Dashboard. Click the icon next to the Select user type filter to check if the Insight is part of a Dashboard.
  

Whatfix enables you to analyze the following as a Funnel Insight:

• Flows provide step-by-step guidance that enables your end users to complete a process.

• Custom events include all events you configure, such as User Actions, Autocaptured events (Beta), or events captured using the Whatfix API.

• Page view enables you to add the exact URL of a page to  understand how many users are visiting the page. The URL can serve as the origin of the Funnel or the URL to which a user is redirected when interacting with a Flow or User Action that is part of the Funnel.
  

Info:

Whatfix enables you to create Funnel Insights with just Page views as well. This helps you analyze end-user behavior by adding sequential pages that show a specific path an end user takes in an application.

Trigger location

Trigger location enables you to select the location from where a Flow is played.

For example, to understand the engagement and usage of Flows in Self Help, add the Trigger location as widget (Self Help). This considers only those users who played a specific Flow from the Self Help widget.

Info:

Trigger location is applicable only for Flows. For more information, see What are the different Event Trigger Location in Trend Insights?

User filter

User filters enable you to narrow down the data shown by applying conditions based on user properties, such as browser, operating system, city, or country. For more information on User filters that you can add to Funnels, see Filter Insights data using User Filters

Example: For a specific Funnel (Flows or User Actions), refine the results to show data only for those who interacted with the Funnel events from the Chrome browser or from a specific location.

Info:

• To exclude specific filter values for which you don't require data, see How can I exclude filter values in Product Analytics?

• To exclude blank filter values from your data, see How can I exclude blank filter values in Insights?

Time taken to complete the Funnel

With Select completion time, create a Productivity Funnel and filter users based on the time they take to complete the Funnel steps. It considers the fastest time taken between each Funnel step per user, averaged across all users. This can help you understand:

• The number of users completing a process within the expected time or the shortest time possible.

• The points of friction in the process that prevent users from completing a process within the expected time.

Filter users based on the number of days, hours, or minutes they take to complete the Funnel. For example, filter users who complete a process in less than 50 minutes.

The Funnel View provides a visual representation of how processes progress through each Funnel step. It highlights process completion, drop-offs, and the time taken between steps to help you identify bottlenecks in the overall business process.

Use the insights gathered from the Funnel to create targeted Whatfix Guidance content or product improvements that reduce drop‑offs and shorten completion time. For more information, see Create Cohorts from Funnel Insights.

Visualization

The Funnel View uses a bar-based chart to illustrate the progression of Track Processes:

• The first bar represents the total number of unique processes that started the funnel.

• Each subsequent bar shows the total number of unique processes, average time, and the percentage of processes.

• The light-pink background bar displays the highest drop off.

• The bar heights enable quick comparison of conversions between steps.

Step-level insights

Hover your cursor over any bar to view the following details:

• Step Details for the first bar show the number of total processes that started the Funnel step.

  

• Step Details for the subsequent bars show the number of total processes, percentage of progresses and the average time taken to complete the Funnel step.
  

• Step Details for the light-pink background bars shows the number and percentage of total processes with the highest dropped off at that Funnel step.
  

Note:

Click each bar to create a Cohort of users based on their behavior. For more information, see Create Cohorts from Funnel Insights.

• Completed Step: Create a cohort of users who completed the funnel step.
  

• Dropped-off Step: Create a cohort of users who dropped off from the start or at this funnel step.

  

Funnel Summary

The Funnel Summary displays:

• Completion Rate: The metric shows the percentage of unique Process key that completed the final step out of all processes that started the first step. It is calculated by dividing the number of unique Process IDs that completed the final step by the total number of processes that started the first step. For example, if 3 processes start and 2 reach the final Funnel step, the Completion Rate is 67%.

• No. of Processes: The metric shows the total number of unique Process key that entered the Funnel by completing the first step. For example, if three unique Claim IDs begin the claims approval workflow, the number of processes is 3.

• Avg. Completion Time: The metric shows the average time taken by unique Process key to complete the process, measured from the first step to the final step. Only successfully completed processes are included.

• Fastest completed process: The metric identifies the completed process with the shortest overall completion time. For example, the process with Claim ID: AbC123 completed the Funnel in 2m 30s, making it the fastest completed process.

• Slowest completed process: The metric identifies the completed process with the longest overall completion time. For example, the process with Claim ID: PROC_RULE6_3436 completed the Funnel in 3m 30s, making it the slowest completed process.

• Median Time: The metric shows the median completion time of all completed processes. The median represents the middle value when the completion times of all completed processes are arranged from shortest to longest. For example, if the Median Time is 3m 0s, half of the completed processes finished in less than 3m 0s, while the other half took longer.

Info:

Filter Funnels using the default and custom date filters.

Table View

The Table View provides a granular breakdown of your Funnel data in a list format. It displays the Process steps, the type of each step, and the average time to complete to complete each step.

For example, in the provided data:

• Process steps: Lists the sequential process, such as Claim Details followed by Click Verify Documents.

• Type: The type denotes the type of Funnel step, such as Flow steps, Custom events (User Actions or Autocaptured events), or Page views.

• Avg. time to complete: Shows the average time taken for a process to complete each step. For example, end users took an average of 1 minute to reach the Click Approve Claim step.

Info:

To download the Funnel table data, see Download Funnel data.

Funnel Insights help you understand how end users progress through a specific process in your application.

How do Track Process Funnel Insights track progress?

You can analyze funnel data using Track Process, depending on how you want to measure the progress of a process.

• First occurrence tracking: In Funnel Insights, Whatfix counts each Funnel step step only once by tracking the first occurrence of each event within a unique process.

  Example: Consider a claims management application where a user processes a claim through the following steps:  

  Step 1) Open Claim Details → Step 2) Verify Documents → Step 3) Approve Claim → Step 4) Initiate Payout

  Even if the user interacts with the Funnel steps multiple times, they are counted only once as a unique user. This helps understand how many unique users complete each step of the Funnel.

• Process Key consistency: Track Process Funnel uses the Process key to identify which steps belong to the same business process. Every configured Funnel step must use the same Process key to track the process from start to finish.

  Example: If your Funnel is set up with the following events: Open Claim Details → Verify Documents → Approve Claim → Initiate Payout and all have the same Process key claim_id, they are counted as a single process.

  However, if Approve Claim has the Process key details_id, it is counted a separate process.

• Sequential completion: To be counted in a Funnel step, an end user must complete all previous steps in the specific order you set up. For example, Step 1 → Step 2 → Step 3.

• Multi-user process tracking: A process can be completed by multiple users. As long as every configured Funnel step uses the same Process key, the steps are tracked as part of the same process.

  Example: Consider a Loan approval process with the following steps: Review Application → Verify Documents → Approve Loan

  A Loan Officer reviews the application, a Verification Officer verifies the documents and a Branch Manager approves the loan.

  Although different users complete each step, the process is tracked successfully because every step uses the same Process key.

• Cross-session process tracking: A process can continue across multiple sessions. As long as every configured step uses the same Process key, the process is tracked from the first step to the final step.
  Example: Consider a Claim processing workflow with the following steps across two sessions (assume a session duration of 30 minutes):

  Open Claim → Verify Documents → Approve Claim → Initiate Payout

  • 9:00 AM (Session 1): The user opens the claim and verifies the documents.

  • 2:00 PM (Session 2):  The user approves the claim and initiates the payout.

  Although the steps are completed across multiple sessions, they are tracked as the same process because every step uses the same Process key.

• Flexible progression: While the defined steps must occur in the correct order, the exact order is not enforced. This means other unrelated User actions, Page views, or Autocaptured events can occur between two Funnel steps without disqualifying the user from the Funnel.

  Example: If your Funnel is set up with the following events: Open Claim Details → Verify Documents  → Approve Claim→ Initiate Payout, an end user who performs the following sequence is still counted as a successful conversion:

  Open Claim Details → Verify Documents  → View Profile → Approve Claim→ Initiate Payout.

Info:

Track Process Funnel Insight is not session bound.