Insights: Getting Started Guide

What is Insights?

WalkMe Insights will allow you to see how users are interacting with your WalkMe content and your underlying platform.  Based on the data collected through Insights, you can identify users’ pain points in your platform, and then create new WalkMe solutions to overcome these points.

WalkMe Insights is able to:

• Provide you with real-time analytics.
• View user engagement data with WalkMe content and your underlying platform.
• View accurate re-creations of your users’ in-app sessions.

You can find more information on WalkMe Insights in the Insights Introduction article.

Insights Introduction

Insights Overview

The Insights overview page shows an overall summary of how users are interacting with your platform directly.

The top panel shows the number of Unique Users and Sessions over time.

Here, you can also view a map of where your users are located.

The overview also includes an overview of your average session length.

Apps Overview

In the Apps Overview (under the Apps section in the navigation bar), you can view the number and percentage of users who are interacting with your WalkMe content.

This tab also shows you which WalkMe content users are engaging with most frequently. This page also displays your most valuable WalkMe Items and the top Goals reached in Smart WalkThrus. (Goals are available after creating Smart WalkThrus.)

Content Specific Insights

Content specific Insights allow you to see how users are interacting with specific pieces of WalkMe content, organized by content type (Smart WalkThrus, Onboarding Tasks, ShoutOuts, Launchers, Resources, Shuttles, Surveys, SmartTips).

The Smart WalkThru Insights page allows you to open each individual WalkThru and analyze user interaction with each step of the WalkThru.

Menu & Search

The Menu & Search page (under the Apps section in the navigation bar) allows you to view how many of your users are interacting with the WalkMe Menu.

You can view which page users are on when they open the WalkMe Menu.

You can also view what terms users are searching for within the WalkMe Menu.

Users

The users page displays each unique user for the selected sessions.  This allows you to see how individual users are interacting with your platform.

Tracked Events

Tracked Events are useful when analyzing your users’ experience with a specific process.

Tracked Events can be useful to ensure that users are completing a process that is significant for success on your platform, or any process that users are struggling to complete.  (You can identify which processes users are struggling to complete based on goals set in your Smart WalkThrus.)

To track a specific process, it is best to create a series of Tracked Events and link them together using Funnels.

To use the information collected through your Tracked Events, use the guides provided in the Apply Insights Data article.

Setting Up Insights

Tracked Events: Setup

1. Under the Tracked Events tab in the navigation bar, click Setup.
2. Click the button. (You will need to install the WalkMe Editor Extension if you have not already done so.)
   To create a Tracked Event manually, rather than using the Tracked Event feature, you can click the button. For additional information on Custom Setup, see the Custom Setup section below:
3. In the popup, enter the URL of the page that you want to capture events in, then click the LET’S GO button:
   
4. Click the event that you want to capture.
5. In the browser popup, you can name the event and see how many users have interacted with this element in the last 30 days (based on the data in your session reports).
   
6. You can choose here whether to apply this Tracked Event to other elements on the page, or to apply the same Event to the same element on other pages.
   (As an advanced setting, you can adjust the jQuery selectors used to capture the element by expanding the Customize Selector option in this popup.)
7. When you have adjusted the Tracked Event’s settings, click the DONE button.
8. You can view user interactions with each Tracked Event using the Analytics page.

Tracked Events: Analytics

1. Under the Tracked Events tab in the navigation bar, click Analytics.
   
2. This Tracked Events Analytics page shows a graph of user interactions with your Tracked Events over time.
3. The default graph shows the number of total interactions with each Tracked Events.
   
4. Clicking the Graph Style button allows you to toggle to an alternate graph that displays how frequently each user engages with each Tracked Event.
5. The Tracked Events Summary table below displays all of the information collected for each tracked event.
   
6. To track a specific process, it is best to create a series of Tracked Events and link them together using funnels.
   To use the information collected through your Tracked Events, use the guides provided in the Apply Insights Data article.

Tracked Events: Custom Setup

1. Custom Setup can be used if you would prefer to manually define the conditions for a Tracked Event, rather than using the Capture Event feature.
   (Use the Tracked Events: Setup section if you want to use the Capture Event feature.)
2. Under the Tracked Events tab in the navigation bar, click Setup. Click the Custom Setup button to view the Custom Tracked Event panel:
   
3. Using the Custom Setup panel, first name the Tracked Event. Naming this event based on the user action taken will help to more easily identify this event in the Analytics information.
4. In the Definition section of the Tracked Event Panel, choose the action that you want to track for your chosen element.
5. Choose whether to define this element based on the text, class name, id, or a custom CSS selector, and enter the information for that selector in the text field.
6. You can click the following button to add additional conditions to this event:
7. You can optionally click the ADD URL PROPERTY button to adjust the scope of each event to limit it to a specific page or a set of pages:
8. Once you have defined the event, you will see the number of unique users and the total occurrences of this event (based on data collected through Insights) below.
9. Click Save to save the Custom Event:
10. You can view user interactions with each Tracked Event (including Custom Events) using the Analytics page.

Funnels

Once you have created a series of Tracked Events, you can create a funnel that combines these Tracked Events, and allows you to view the Session Playback for the overall process.  Viewing sessions that are specific to this process will allow you to identify the specific points in the process that users are struggling to complete.

You can find more information on the Insights Funnels support page.

Once you have identified your users’ pain points, you can build WalkMe content that will guide users through this process.

1. Click Funnels in the navigation bar.
2. Name the Funnel:
   
3. Add each Tracked Event that is part of this process to the Funnel as a new Step.
4. When all steps have been added, click the SAVE button.
5. Use the filter options to compare different segments:
   

Filter Session Playback Results

1. Go to the Funnels tab in insights.
2. Select a funnel with Session Results from the funnels dropdown menu.
3. In the bar graph below, hover over the bar.
4. Click the WATCH icon in the bar graph:
   
5. The sessions relevant to this filter will then play below.

Session Playback

Session Playback allows you to view a real-time recreation of your users’ experience using your platform.  Session Playback will allow you to identify processes that users are struggling to complete.

Click here for more detailed information on the Session Playback support page.

You can play any session from the main Session Playback page.

Session Playback in Insights is most effective when used in conjunction with the Insights Tracked Events and Funnels features (described further below – link in confluence), which will allow you to filter your Session Playback results to view a specific process.

1. Go to the sort options at the top of the Session Playback page.
   
2. Click the All Sessions dropdown box.
3. Click the + New Filter button.
   
4. Click + Add Rule
   
5. Choose an Event, User, Session, Location or Device to filter Session Playback results.
   
6. You can then click SAVE FILTER to save the filter for later searches, or APPLY FILTER to view the results immediately.
7. You can also use Funnels to filter your search results.

Advanced Insights Features

Reports

Insights: Reports allow you to subscribe to reports based on the data collected in Insights. For more information on how to create custom reports, view the Insights Reports support article.

Integrations

Insights: Integrations connects your Insights data with external platforms.  This will allow you to collect Insights data based on user behavior in these platforms, and build solutions to address any user issues with these external services.

For more information on the available Integrations, see the links below:

• Outgoing Scheduled Integrations
  • Gainsight Integration
  • Amazon S3
  • Salesforce Data Integration
• Incoming Integrations
  • CSV to WalkMe
  • Amazon S3 to WalkMe
  • Salesforce to WalkMe
  • IDP
• Real-Time Integrations
  • Webhooks
  • API to WalkMe