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WalkMe Visions

Last Updated: Jul 07, 2017 10:51AM PDT

WalkMe Visions

WalkMe Visions is part of WalkMe’s powerful analytics and business intelligence offerings. Visions allows you to get insight into your site beyond just numbers. View what users are actually doing on your site, all the way through their Session – pages they are visiting, elements they are clicking, mouse movements – to really understand the full user experience.  
 

Article Contents

 

The Short Version

WalkMe Visions helps you understand the user experience on your site like never before. Not only can you drill down on user behavior data on every click, scroll, input and other user action on your site, go a step further by watching an  individual user’s actual experience, or “Session.”
 
A Session refers to a recording that captures unique user actions on your site enabling you to see exactly what your user is doing. A Session is not a video recording but an accurate simulation representing the data collected by WalkMe Visions. In the WalkMe Visions tab, you can watch actual Sessions depicting every user interaction (including mouse clicks, scrolls, inputs, etc) and every response from your application. Look at historical Sessions or peak inside a user’s Session real-time.
 
Here are some of the main use cases for Visions:
  1. Reduce Customer Support Time: When users open a support ticket, they often do not add enough information to their ticket, resulting in back and forth emails to clarify their issue. With WalkMe Visions, the customer's Session can be automatically attached to the support ticket, making it super easy for the support agent to view what the user was actually trying to do and saving valuable time trying to replicate the issue.
  2. Reduce Product Development Costs: In the Product Development Process, the Product QA team can easily use WalkMe Visions to share their findings saving valuable documentation time and accelerating development process as a result.
  3. Improve Product Management:  Understanding how new features are being used, which actions lead users to convert, and which site areas users struggle with is all radically simpler with WalkMe Visions. Simply open a user's session for previously impossible-to-know insight into user experience on your site.
Scroll to the end of this article for videos demonstrating Visions for various use cases.
 

How it Works

The data collected is presented in Sessions. A new Session begins when a user reaches your site. Sessions continue up to twelve hours even if users navigate between different tabs or subdomains (i.e. www.example.com to blog.example.com) as long as the WalkMe Snippet is installed on both websites. If a user is idle for more than thirty minutes and then becomes active on your site, the activity will be collected in a new Session. Filter Sessions based on important Tracked Events to pull out data specific to your uses cases and objectives.

All Sessions Page

View the information collected in the Visions tab in WalkMe Insights. After first clicking WalkMe Visions, you will see the Projects Page. Typically there will be two projects - Testing and Production - but you can add others if you have more platforms you want to track. Click on the relevant project to see the All Sessions Page.
 


On the All Sessions Page, view all recorded sessions listed by date. Here you can see a timeline of actions over the course of the sessions, such as each time the URL changed, the user entered a text input, user encountered a site error, or user clicked on the site.
  1. Relevance Score: This Relevance Score helps you identify useful Sessions faster and reduce the amount of time spent watching irrelevant Sessions.The score is calculated by a configuration of clicks, inputs, pages, idle time, and how old the session is. Customize the way the Relevance Score is calculated in the Settings page.
  2. Relevance Score Configuration: Define how the Relevance Score is calculated.
  3. Activity Time: The time visible by the timer icon represents the total time the user has been actively engaged with the site. Hover over the timer to see idle time and total time as well.
  4. URLs: URL count(Globe icon) represents the number of page transitions in a given session.
  5. Play: Click the play icon to view this individual Session.
  6. Timeline: Visually displays all the tracked actions. The Timeline is color-coded and is clickable. Clicking on the timeline will jump to the relevant place in the session recording.
  7. Action Key: View these actions along the timeline
  8. User Column: Each user is identified by a unique user identifier. Below the user ID, view how many prior Sessions the user has. For example, 2/2 means the user has two Sessions on record and this is the second. The time next to the session numbers refers to when the user first visited the site.
  9. NEW: First-time site user
  10. Device Column: View user browser and operating system
  11. Display Session Attributes: Select additional columns to add to the All Sessions view such as City, State, Country, Referer URL, and Screen Width.  

By default, Visions tab displays the date, session duration, timeline of actions, user ID, user device, and browser type. Additional attributes that can be added to this view include IP Address, city, state, country, referrer URL, and screen size. These attributes are draggable and will affect the column order of the table.

 
Filters
WalkMe Visions features a powerful filtering engine that allows you to filter user sessions by multiple actions and view only the sessions that are relevant to you.  Filter by any of the actions collected by WalkMe Visions, categorized into categories: Events, User, Session, Location, and Device.






When you add multiple Filters, the order of the rules will affect how the results will be displayed. For example, if your first filter is for a specific URL and your second filter looks for when a user clicks a button, then all results show sessions that start by the user visiting that URL and then clicking the designated button. Hover over the hamburger icon to drag and drop the filters into the sequence you would like to search by.  If filter sequence is not important you may toggle the Filter by event sequence switch. Save commonly used filters to create a new Segment for quick and easy access every time you would like to search for sessions that meet your criteria.
 


After adding a filter, it shows how many sessions were found matching these criteria. To export the report to CSV, click on the hamburger icon. The CSV contains links to view the individual session recordings.
 
View Individual Sessions
From the All Sessions Page, click the Play icon to watch an individual session.
 
On the left-hand side is a transcript of all actions and on the right, a video representation of those actions. Below the video you can speed up the playback of a user's session or leave a timestamped note. Other teammates can then view notes associated with this Session or even search for Sessions with notes!
 
Tracked Events
Tracked events let you monitor an element or group of elements on your site. You can track events based on Clicks, pageviews, input, and more. You’ll be able to see the aggregated occurrences of the event since WalkMe was initially deployed. Sessions will display which events occurred and when.
Dashboards will display how many times the event has occurred since WalkMe has been deployed on your site. All the relevant sessions will be available from the tracked events dashboard.

Session Storage and Security

Sessions are encrypted and stored on Amazon AWS. Sessions are stored for 90 days by default. If you are interested in increasing the length of storage, contact your Customer Success Manager.

For security reasons, all input fields are censored by default. Instead of text, the fields are populated with question mark characters. You can also specify HTML ID attributes you would like to censor by entering them into the appropriate censorship settings section or elements by HTML Class names in Project Settings. The censorship mechanism is performed entirely on the customer side, meaning censored information never reaches WalkMe servers.
 
To see what users type and input into fields during session playback, disable Censor all input fields in Project Settings
 
WalkMe Visions only tracks activity on application where WalkMe is installed. You can also limit data collected by using the WalkMe API to identify specific groups in your organization that should be excluded.
 

Project Settings

On the Settings Page for each project, customize general project settings, add teammates to view Visions, access the Snippet and API, set exclusions in Traffic Management, manage Integrations, and configure Censorship settings.

Access the Settings page by hovering over the project on the Projects Page and clicking Settings.

Ticketing System Integrations

WalkMe Visions features out-of-the-box integrations with several ticketing systems including Intercom, Zopim, Olark, and CustomerIO. These integrations vary by platform but in general, support agents would be provided with a link in the support ticket allowing them to view the user’s session.
 
Contact your Customer Success Manager with additional questions.
 

Use Case Videos

Support
Watch the video below for an example of how a support agent may use WalkMe Visions.
 


 


Product Management
Watch the video below for an example of using WalkMe Visions for Product Management.
 
 

Related Resources

  • Learn more about WalkMe Visions in the WalkMe University Course 401: Introduction to WalkMe.
  • Read about WalkMe Insights

Contact Us

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    Toll Free (US Number) 1-855-4-WalkMe (1-855-492-5563)
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