What are Funnel Insights?

• Introduction

• Types of Funnels

• Funnel setup

• Benefits of Funnels

• Funnel View

Introduction

Funnel Insights help you understand how users progress through a specific process in your application. A Funnel is made up of a series of sequential events, such as Flow steps, User Actions, Autocaptured events (Beta), or Page Views, that represent the path an end user takes while completing a task. For more information on how Funnel Insights work, see Understand Funnel Insights.

By analyzing Funnel Insights, you can:

• Understand how users navigate through a process

• Identify steps with the highest drop-offs

• Measure completion rates and the time taken between steps

• Find opportunities to reduce friction and improve user experience

Types of Funnel Insights

There are two types of Funnel Insights that you can create.

Conversion Funnel:

Conversion Funnels help you understand how end users interact with a product or feature for the first time. These Funnels track the journey from when users discover a feature to when they complete or exit the process. Use Unique users to measure Funnel Insights for these one time journeys, as each user is counted only once.
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:

Productivity Funnels help you determine the shortest time taken by end users to complete a process. These Funnels help you identify steps where users spend too much time and highlight bottlenecks that reduce productivity. Use Total attempts to measure Funnel Insights for these repeat workflows, as it captures every attempt within separate sessions.
Example: This is useful in applications where optimizing task efficiency impacts revenue or operational cost, such as CRM systems, call centers, or claims-processing tools.

Funnel setup

When configuring Funnel Insights, you can set how user progress is measured using the following options:

• Total attempts

  Counts every attempt a user makes to complete the Funnel steps in a session. Every time a user completes the first step of the Funnel in a new session, it is counted as a new attempt.

  Use cases:

  Use this Funnel Insight to analyze:

  • Measure how many attempts users take to complete checkouts or form submissions within a single session.

  • Identify Funnel steps where users repeatedly encounter errors or validation issues before successfully proceeding.

  • Create a cohort of users with a low attempt-to-completion ratio on Funnel steps to identify those experiencing high friction.

  • Identify the specific Funnel steps where users drop off within a session after multiple failed attempts to complete a task.

• Unique users

  Counts individual users that complete the Funnel steps in sequence on their first attempt. 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.

  Use cases:

  Use this Funnel Insight to analyze:

  • Measure how many unique users complete an onboarding Flow.

  • Determine the number of new users in an application who complete a Task List.

  • Measure the overall completion rate of the process within different user groups.

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.
  

Benefits of Funnel Insights

• Identify drop-off points and reduce friction in key workflows

• Measure conversion rates to validate feature adoption

• Track time-to-complete between steps and optimize efficiency

Funnel View

The Funnel View provides a visual representation of how users move through each step in the process. It highlights conversion patterns, drop-offs, and the time taken between steps.

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

Step-level insights

Funnel Summary
The Funnel Summary displays:

• Average time

• Median time

• 95th percentile time

• Slowest step

• Step with the biggest drop-off

For more information on the Funnel Summary, see Understand Funnel Insights.