What are Funnels?

• Introduction
• Types of Funnels
• Benefits of Funnels
• Funnel View

Introduction

A funnel is a series of sequential events (Flow steps, Custom events such as User Actions, or Page view) that enable you to track how end users progress through a defined path in your application.

It helps you understand the following behaviors:

• How end users navigate through an application process.
• Which step of the process results in the highest failure or drop-off rates.

Whatfix enables you to analyze the following as a Funnel:

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

• Custom events include all events that are set up, such as User Actions, events captured using the Whatfix API, and more.

• 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.

  

Types of Funnels

There are two types of Funnels that you can create.

Conversion Funnel:

Conversion Funnels are used to understand how end users are using a product. Track the path of end users from the moment they discover the product until they either drop off or convert into customers. These Funnels primarily capture first-time end-user interactions with the product.
Example: In e-commerce applications, Conversion Funnels help you understand the customer's journey from the time they view a product until they purchase it.

Productivity Funnel:

These Funnels help you determine the shortest time taken by end users to complete a process. Identify the steps on which end users are taking too much time. This helps you reduce friction and improve productivity.
Example: Improving productivity presents a significant challenge in employee-facing applications. It also applies to applications where productivity correlates with increasing revenue (bank tellers, outbound sales) or reducing costs (call centers, claim processors).

Benefits of Funnels

• Identify drop‑off points and reduce friction where users abandon the process.
• Measure conversion rates to validate feature adoption and business impact.
• Track time‑to‑complete between steps to benchmark and improve efficiency.

Funnel View

The Funnel View shows:

• Total unique users who engaged with the Funnel steps.
• Drop‑off percentage between each step.
• Average, Median, and 95th percentile for the Funnel.

Use these insights to create targeted Whatfix guidance content or product improvements that reduce drop‑offs and shorten completion time.