---
title: "Understand the User Journey chart"
slug: "understand-the-user-journey-chart"
updated: 2026-08-06T19:34:19Z
published: 2026-08-06T19:34:19Z
canonical: "support.whatfix.com/understand-the-user-journey-chart"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://support.whatfix.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Understand the User Journey chart

A User Journey appears as a Sankey chart, which visualizes the path that an end user takes in an application.

A Sankey chart visually depicts the flow from one set of values to another. For example, it maps the paths that end users take from one User Action to another.

![understand_user_journey](https://cdn.document360.io/a268766e-d74d-4619-9613-e2472f809ffb/Images/Documentation/understand_user_journey.gif?sv=2026-02-06&spr=https&st=2026-11-12T07%3A43%3A34Z&se=2026-11-12T08%3A43%3A34Z&sr=c&sp=r&sig=KKX98HM%2Ff%2BYbdfZEER3SNvNjDTl2hLOiaRxkp2RWFns%3D)

In addition to viewing the different paths that end users traverse in the application from the starting or ending page set for a specific period, click the node or path to view the following data:

| **Metric** | **Definition** |
| --- | --- |
| **Total Session** | This metric reflects the overall number of user sessions that occur within the application. A single session encompasses multiple user interactions, such as visiting several pages or completing multiple steps within the same journey path. A session usually starts when a user accesses the site and ends when the user leaves or is inactive for more than 30 minutes. After 30 minutes of inactivity, a user is considered to have dropped off. This metric captures the total number of distinct user sessions, regardless of the number of interactions that occur within each session. |
| **Event Percentage** | This metric indicates the percentage of sessions that follow a specific path or sequence of events starting from the initial point. It signifies the proportion of sessions that progress through the User Journey and reach a particular event or milestone. For example, if 50% of the sessions start on the landing page and eventually reach the final page, the Event Percentage for the final page event would be 50%. This metric enables understanding of the most common paths taken by end users and where the majority of end users navigate. Note: A single user can have multiple sessions. |
| **Min time (in s)** | This metric refers to the shortest amount of time that a session takes to complete, measured in seconds. |
| **Max time (in s)** | This metric refers to the longest amount of time that a session takes to complete, measured in seconds. |
| **Average time (in s)** | This metric represents the average amount of time that all users spend across all sessions on the application during a User Journey, measured in seconds. It averages all the sessions that constitute the session count between steps. This enables insights into overall user engagement. |

## Example

The following example illustrates the various paths that end users take to complete the Log a Call process in Salesforce. The starting point (User Action) is **Log a Call - Tab**. Analyze whether end users complete all the steps required to document communication.

The Log a call process consists of the following steps:

1. Click **Log a call**.
2. Enter the **Subject** of the call. (Mandatory)
3. Enter your comments.
4. Select a **Name**.
5. Select the account the call is related to.
6. Click **Save**.

![loga_a_call_example](https://cdn.document360.io/a268766e-d74d-4619-9613-e2472f809ffb/Images/Documentation/loga_a_call_example.png?sv=2026-02-06&spr=https&st=2026-11-12T07%3A43%3A34Z&se=2026-11-12T08%3A43%3A34Z&sr=c&sp=r&sig=KKX98HM%2Ff%2BYbdfZEER3SNvNjDTl2hLOiaRxkp2RWFns%3D)

The User Journey displays the following information:

- The majority of users go to the Project Type screen without finishing the Log a Call process.
- Few users enter the Subject of the call and then click Save, without filling in any other details.
- No user follows the ideal path to complete the Log a Call process.

![understand_user_journey_example](https://cdn.document360.io/a268766e-d74d-4619-9613-e2472f809ffb/Images/Documentation/understand_user_journey_example.png?sv=2026-02-06&spr=https&st=2026-11-12T07%3A43%3A34Z&se=2026-11-12T08%3A43%3A34Z&sr=c&sp=r&sig=KKX98HM%2Ff%2BYbdfZEER3SNvNjDTl2hLOiaRxkp2RWFns%3D)

Note:

**Drop-off Path**: The drop-off path displays the number of users who exit the application or abandon a process during a specific stage of the User Journey. Users inactive for more than 30 minutes are considered to have dropped off.

**Others Path**: The Others path displays the grouping of sessions that do not fall into the top 10 or top 4 most frequent paths, depending on the scenario. For example, if the number of sessions in the top 10 most frequent paths is large enough to provide a clear distinction, these top 10 paths appear. The remaining paths group as Others. If the range is too small to provide a clear distinction in the number of sessions for each path, only the top 4 paths appear, and the remaining group as Others.

This grouping enables simpler visualization of User Journeys while acknowledging the existence of less common or unique paths.

Info:

- Export a list of users who navigate from one page to the next and the time taken in each step. For more information, see [Export User Journey data](/product-analytics/docs/export-user-journey-data).
- Filter your User Journey using the default and custom date filters.

![date_filters_in_user_journey](https://cdn.document360.io/a268766e-d74d-4619-9613-e2472f809ffb/Images/Documentation/date_filters_in_user_journey.png?sv=2026-02-06&spr=https&st=2026-11-12T07%3A43%3A34Z&se=2026-11-12T08%3A43%3A34Z&sr=c&sp=r&sig=KKX98HM%2Ff%2BYbdfZEER3SNvNjDTl2hLOiaRxkp2RWFns%3D)