Account-Level Analytics

Brief Overview

Account-level analytics allows for organization-wide visibility in WalkMe Insights, enabling you to analyze engagement, adoption, and performance not just at the system level, but across entire accounts.

Account-level analytics lets you:

• View aggregate metrics across all systems within an account
• Filter and compare performance by Account Name
• Access a tab dedicated to Account Overview with headline metrics and activity trends

Enablement

You can enable account-level analytics from the Analytics Settings page in the Admin Center.

Analytics Settings

How It Works

Account-level Filter

The Account Name property is now available as a filter across Insights Console dashboards and reports.

• Location: Available in filters for System Overview, Apps dashboards, Account Overview, Active Users, Events, Custom Dashboards, Flow Analytics, and Reports
• How it works: The account filter groups users by their email domain or custom values. This lets you analyze data at the account level instead of just individual users
  • Email domain: for example, @walkme.com
  • Custom values: Collected through an API property that uses a custom JavaScript variable defined on the window object to provide the account value

  • Example: If window.myAccountVar = "WalkMe", then w_account = WalkMe

Data Filtering

Accounts Overview Tab

The Account Overview tab helps you quickly identify which customer accounts are most active, and which ones may need more attention. By showing you trends in account activity, top engaged accounts, and how usage is distributed, it enables you to focus your efforts where they'll have the most impact—whether that's following up with high-value customers or re-engaging low-activity accounts.

Access

1. Go to the WalkMe Console
2. Select Insights from the left navbar
3. Select the Systems Overview page from the left navbar
4. Under the Monitored Systems widget, choose a system
5. Select the Accounts Overview tab

Headline metrics

Displays account counts broken down by time granularity.

• Average daily accounts (ADA): Average number of unique accounts active per day
  Calculation: Total unique accounts / number of days in the selected period
• Average weekly accounts (AWA): Average number of unique accounts active per week
  Calculation: Total unique accounts / [(number of days in selected period / 7) rounded up]
• Average monthly accounts (AMA): Average number of unique accounts active per month
  Calculation: Total unique accounts / [(days in selected period / 30) rounded up]
• Total unique accounts (TUA): Total number of unique accounts with who were active in the selected period

Top active accounts

View a bar graph of the top 10 accounts with the most active users for this system.

• The bar graph shows the total number of unique users for your most active accountID's in the selected period
• Bars are ranked and clickable
• Hover over a bar for details on that accountID

Accounts over time

Track the number of active accounts (unique account IDs) using the site per day over the selected time period.

• The line graph shows the total number of unique accountID values with at least one active user on each day
• Hover over a date or the accounts number in the line graph to see the exact number of accounts for that time

Active Users Tab

The Active Users tab includes an Account column, adding organizational context to user data and providing a clearer view of engagement trends across accounts.

• Account names can be identified from the user's email domain (for example, @walkme.com) or from a custom value defined by your organization

Insights Active Users Tab

Events Page

The Events page supports account-level data analysis, including the following metrics:

• Accounts Interacted (% of Filtered Accounts): Percentage of unique accounts that interacted with an event
  • Calculation: (Unique accounts that interacted / Total filtered accounts) × 100
• Average Interactions per Account: Average number of event interactions per unique account
  • Calculation: Total interactions / Unique accounts

Insights Events Page

Reports Page

The User account analytics report is supported in the Reports page of Insights Console.

• User Account List Report: Includes fields such as User Account Name, Total Account Users, First Seen, Last Seen, and Total Account Sessions
• Saved filters including Account Name are supported for both exports and subscriptions

About Insights Reports

Flow Analytics

Flow Analytics supports the Account Name property, letting you visualize user journeys and conversion paths at the account level.

Use cases:

• Segment flows by Account Name
• Compare completion rates between different accounts
• Analyze which departments or client accounts face higher drop-offs

Supported in:

• Filters

Flow Analytics

Custom Dashboards

You can add account-level filters and widgets to your custom dashboards, combining metrics from multiple systems for a unified view.

• Account-level properties supported as Dimensions/Measures in the Table widget

• Users can select Account Name as either a dimension (row grouping) or measure (metric)

Custom Dashboards

Differences Between Insights Classic and Console

Insights Classic Account-Level Analytics

Supported Methods

Email

• The user identifier is set in the Editor and the assigned value is a standard email

API property

• Supports any JavaScript variable that's accessible via the Window object
• Results will group based on the assigned value (meaning the assigned value should hold the account name and not the email)
• An example of an API parameter that indicates or specifies an account could be something like "account_id" or "account_key"

Activating this Feature in Classic

1. Open Insights at insights.walkme.com and go to: Production → System settings→ Account level analytics
2. Toggle on Enable account-level analytics
3. Select the desired Account identifier from the dropdown (Email or API property) and set the value
4. Click Save
5. Perform a settings publish