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Communication Center Analytics provides valuable insights into notification performance and user engagement, including metrics such as:
These analytics cover both desktop and mobile menu views, helping you optimize communication strategies and enhance user interactions.
Upon entering the Communication Center, you'll see a panel on the side that displays analytics for all of your notifications. You can get further insights into each notification by clicking on it.
Let's take a look at what kind of analytics the ComCenter provides.
ComCenter Analytics provides valuable insights on your notifications' performance, including total notifications published, active audiences, recipients, engagement rates, received rates, and viewed rates. The analytics also distinguish between Legacy and Electron Workstation sessions for comprehensive reporting.
Electron analytics is the default view, but you can toggle between the two.
Notification analytics for the Legacy Workstation, both the overview and individual notification, are available in Insights only. The Insights report will show sessions for both the Legacy Workstation and Electron Menu. To filter the Insights reports to only show users sessions on Legacy Workstation:
View individual notification analytics by clicking on the notification.
See a preview of the notification including the type of notification, the date range and time it was sent
The bar graph provides insights into the performance of notifications, including the number of targeted recipients, recipients who received the notification, those who viewed the notification, and those who clicked on the main call to action button.
Hover over one of the bars to see a tooltip with an explanation of each metric and views for Desktop and Mobile.
Read more about each engagement analytic by expanding the dropdown.
Targeted: Number of eligible recipients during the notification's life cycle
Received: Number of recipients the notification was delivered to
Viewed: Number of recipients who viewed the full notification
A notification is considered 'Viewed' if the recipient viewed the full notification, which can happen if they: (a) Saw the notification popup on their desktop when it was initially sent (b) Opened the notification from the Notification page in the desktop and mobile menu. Hover over the Viewed column to see Mobile vs Desktop engagement: 
CTA Clicked: Number of recipients who clicked on the main call to action button
Engagement Show more button
Click the Show more to open a popup that lists the top 50 recipients with the highest number of clicks on this notification, how many times they viewed the notification, and how many times they clicked the call to action. Search for any recipient in the search bar to see their engagement, even if they aren't in the top 50.
Click export CSV to download the engagement of all recipients of the notification.
Pie chart breaking down the total number of clicks on each button or hyperlink in the notification.
The received, viewed & click metrics are based on events triggered by recipients who engaged with the notification. The numbers are different when you switch between the two analytics based on if the recipient engagement occurred on the legacy or electron version.
The Targeted number is the number of active (and targeted) recipients at the time of publishing the notification, regardless of which menu version they are using. ComCenter supports showing active users from both legacy and electron version, that number is the same on both legacy and new analytics modes and encompass users from all supported versions.
If you see events for that content coming from Electron menu, but know they have fewer users with the new Electron version of WS than whats reported, then that might indicate an issue.
You can view the recipients activity for any Audience (including All Recipients).
From the ComCenter Overview:
What are the definitions?
Export to CSV
From the Notifications page → Communications Overview:
Data that will be included in the CSV:
Question: Why do the numbers differ between the dashboard and the CSV report?
Answer: The dashboard and the Engagement CSV report can show different numbers because they count views over different time ranges and, for some notification types, count a view at a different moment.
How a view is counted:
For Push notifications, the native OS banner appearing does not count as a view. A view is counted only when the notification opens on screen — after a user selects the OS banner or opens the notification from their notifications list
For Popup notifications, a view is counted when the notification opens on screen, either automatically or when a user opens it from their notifications list
Time range: By default, the analytics in the right side panel show the last 90 days, while the Engagement CSV report counts from the notification's creation date — so the two can differ for older notifications. To align the panel with the CSV report, the single-notification-analytics-since-creation feature can be turned on in BackOffice so the panel also counts from creation date. This is an enabled feature — to turn it on, reach out to your WalkMe contact.
Question: Why do popup notifications have a higher received rate than viewed rate, even though they appear on the screen (unlike push notifications)?
Answer: There are several reasons why the number of notifications received might be higher than the number viewed in this case:
Snooze mode: If notifications are snoozed, they may not be viewed immediately and can accumulate, leading to a higher received count.
After the end time: Notifications received after their scheduled end time might not pop up and, as a result, are not viewed.
Overlapping notifications: When multiple notifications arrive simultaneously, some may not be viewed because another notification is already displayed on the screen.
System or app settings: Certain settings may prevent notifications from being displayed as pop-ups, even if they have been received
Network delays: Temporary network delays can cause notifications to be marked as received but not displayed promptly for viewing.