Understanding the Insights Apps Pages

Updated on October 29, 2019 Download PDFDownload as PDF
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Brief Overview

Each WalkMe app (i.e., Smart Walk-Thrus, ShoutOuts, Launchers, Onboarding, etc.), has its own set of analytics pages with out of the box reports. These reports include important information to help you understand how your users engage with WalkMe on a daily basis and also how you can improve any existing solution for better results.

For example, in the Smart Walk-Thru Apps page you can quickly see the number of users that engaged with a Smart Walk-Thru and if they completed the associated Goal. If engagement is low, you can try using a ShoutOut or a contextual Launcher to improve usage. If Goal completion is low, you can drill down and view if there is drop-off between steps so you can tweak what you built to get better results.

While many of the Apps pages’ reports are similar, even between apps (e.g., all contain the ability to choose between filters and date ranges for the data that will be presented), there are some differences to be aware of. This article is dedicated to helping you better interpret the various Apps pages.

Apps Overview

  1. General Apps Overview Metrics
    • A — Users WalkMe Was Available To: Out of the total number of app users, we count the number of users potentially and actually exposed to WalkMe.
      1. That means users who were included in a segment that WalkMe was exposed to, and hence had the potential to engage with WalkMe;
      2. Indicates the WalkMe “reach,” or how many users we reached with WalkMe content, but doesn’t indicate how many people interacted with the content.
    • B —Users Who Interacted With WalkMe: The total count of the above users who interacted with a WalkMe item.
      1. Meaning users who clicked or played any of the WalkMe items;
      2. In this context, the interaction includes the following:
        1. Played a Walk-Thru, Task, Shuttle, or Resource;
        2. Clicked a Launcher, Menu item, ShoutOut action, Live Chat link, or an ‘open a ticket’ link;
        3. Opened the WalkMe Menu;
        4. Submitted a Survey or Quiz;
        5. Searched in the WalkMe Menu.
  2. WalkMe Usage By Item Type: This section contains a dynamic diagram and list of WalkMe item types indicating their respective usership levels;
    • A — List of Apps:
      1. a — Item Type: Specific WalkMe item-type name;
      2. b — Unique Users: Total count of unique users who interacted with the specific item;
      3. c — Interactions: Total count of user interactions with the specific item.
  3. Top WalkMe Items: This table shows the top five most interacted-with WalkMe items;
    • A — Type Name: Name of the specific WalkMe item;
    • B — Unique Users: Total count of unique users who interacted with the specific item;
    • C — Interactions: Total count of interactions with the specific item.
  4. Top Goals Reached: This table shows the top five WalkMe Goals reached from all applications.
    • A — Goal: Name of a specific main Goal;
    • B — Times Reached: The total count of times a specific main Goal was reached throughout all WalkMe application interactions;
    • C — Success Rate: Percentage of time a specific Goal was reached of the total times the associated item was interacted with.
      1. Pro-Tip: hover over the “i” icon to the right to see the associated item.

Smart Walk-Thrus

  1. General Smart Walk-Thrus Metrics
    • A — Users Played Smart Walk-Thrus: The total count of unique users who played any Smart Walk-Thru, and the percentage of users WalkMe was available to;
    • B — Smart Walk-Thru Plays: The total count of times any Smart Walk-Thru was played (including multiple plays by the same user), and the average number of plays per user;
      1. Plays that include more than one Smart Walk-Thru (e.g., via branching or Connect to Smart Walk-Thru) are counted as a single play.
    • C — Goals Reached: The total count of main Goals reached throughout all the Smart Walk-Thru plays, and the percentage of plays resulting in a user reaching a Goal.
      1. This counts only main Goals, not milestone Goals.
  2. Smart Walk-Thrus Summary
    • A — Name: The name the content creator gave to each Smart Walk-Thru he/she built. The color of the icon indicates its publish status: Published (green), Archived (gray), Deleted (red) or Draft(orange);
      1. Click on the name of a Smart Walk-Thru to drill down deeper into its individual statistics. Learn more here!
      2. Click the cloud icon to filter items in the table according to their publish status: Published, Archived, Deleted or Draft. (Note: items’ publish status is only available in the Production environment).
    • B — Users Played: The total count of users who played the specific Smart Walk-Thru;
    • C — Smart Walk-Thru Plays: The total count of times a specific Smart Walk-Thru was played (including multiple plays by the same user);
      1. Note: Unlike in the General Smart Walk-Thru Metrics section, in this section plays that include more than one Smart Walk-Thru (e.g., via branching or Connect to Smart Walk-Thru) are NOT counted as a single play. Instead, each Smart Walk-Thru that occurs, whether part of a larger flow or not, is counted as a unique play.
    • D — Goals Reached (of Smart Walk-Thru Plays): The total count of main Goals that were reached when users played a specific Smart Walk-Thru;
    • E — Last Published: The last date on which a specific Smart Walk-Thru was published.

Walk-Thrus

  1. General Walk-Thrus Metrics
    • A — Users Played Walk-Thrus: The total count of unique users who played any Walk-Thru, and the percentage of users WalkMe was available to, The color of the icon indicates its publish status: Published (green), Archived (gray), Deleted (red) or Draft(orange);
    • B — Walk-Thru Plays: The total count of times any Walk-Thru was played (including multiple plays by the same user), and the average number of plays per user;
    • C — Goals Reached: The total count of main Goals reached throughout all the Walk-Thru plays, and the percentage of plays resulting in a user reaching a Goal.
      1. This counts only main Goals, not milestone Goals.
  2. Walk-Thrus Summary
    • A — Name: The name the content creator gave to each Walk-Thru he/she built;
      1. Click on the name of a Walk-Thru to drill down deeper into its individual statistics. Learn more here!
      2. Click the cloud icon to filter items in the table according to their publish status: Published, Archived, Deleted or Draft. (Note: items’ publish status is only available in the Production environment).
    • B — Users Played: The total count of users who played a specific Walk-Thru;
    • C — Walk-Thru Plays: The total count of times a specific Walk-Thru was played;
      1. Note: Unlike in the General Walk-Thru Metrics section, in this section plays that include more than one Walk-Thru (e.g., via branching or Connect to Walk-Thru) are NOT counted as a single play. Instead, each Walk-Thru that occurs, whether part of a larger flow or not, is counted as a unique play.
    • D — Goals Reached (of Walk-Thru Plays): The total count of main Goals that were reached when users played a specific Walk-Thru;
    • E — Last Published: The last date on which a specific Walk-Thru was published.

Onboarding

  1. General Onboarding Metrics
    • A — Users Completed a Task: The total count of unique users who completed any Task, and the percentage of users WalkMe was available to;
    • B — Task Completions: The total count of times a Task was completed, including multiple completions by the same user.
  2. Onboarding Tasks Summary
    • A — Name: The name the content creator gave to each Task he/she built.The color of the icon indicates its publish status: Published (green), Archived (gray), Deleted (red) or Draft(orange);
      • Click the cloud icon to filter items in the table according to their publish status: Published, Archived, Deleted or Draft. (Note: items’ publish status is only available in the Production environment).
    • B — Users Completed (Of total users): The total count of unique users who completed a specific task;
    • C — Last Published: The last date on which a specific Task was published.

ShoutOuts

  1. General ShoutOuts Metrics
    • A — Users Viewed ShoutOuts: The total count of unique users who viewed any ShoutOut, and the percentage of users WalkMe was available to;
    • B — ShoutOut Views: The total count of times any ShoutOut was viewed (including multiple views by the same user), and the average number of views per user;
    • C — ShoutOut Action Button Clicked: The total count of action buttons users clicked throughout all ShoutOut views, and the percentage of ShoutOut views resulting in an action button click.
  2. ShoutOuts Summary
    • A — Name: The name the content creator gave to each ShoutOut he/she built. The color of the icon indicates its publish status: Published (green), Archived (gray), Deleted (red) or Draft(orange);
      • Click the cloud icon to filter items in the table according to their publish status: Published, Archived, Deleted or Draft. (Note: items’ publish status is only available in the Production environment).
    • B — Users Viewed: The total count of users who viewed a specific ShoutOut;
    • C — ShoutOut Views: The total count of times a specific ShoutOut was viewed (including multiple views by the same user);
    • D — Action Button Clicked (of ShoutOut Views): The total count of times a specific ShoutOut action button was clicked, and the click rate out of total views;
    • E — Last Published: The last date on which a specific ShoutOut was published.

Launchers

  1. General Launchers Metrics
    • A — Users Clicked Launchers: The total count of unique users who clicked any Launcher, and the percentage of users WalkMe was available to;
    • B — Launcher Clicks: The total count of times a Launcher was clicked, including multiple clicks by the same user.
  2. Launchers Summary
    • A — Name: The name the content creator gave to each Launcher he/she built.The color of the icon indicates its publish status: Published (green), Archived (gray), Deleted (red) or Draft(orange);
      • Click the cloud icon to filter items in the table according to their publish status: Published, Archived, Deleted or Draft. (Note: items’ publish status is only available in the Production environment).
    • B — Users Clicked: The total count of users who clicked a specific Launcher;
    • C — Launcher Clicks: The total count of times a specific Launcher was clicked;
    • D — Last Published: The last date on which a specific Launcher was published.

Resources

  1. General Resources Metrics
    • A — Users Viewed Resources: The total count of unique users who viewed any Resource, and the percentage of users WalkMe was available to;
    • B — Resource Views: The total count of times any Resource was viewed (including multiple views by the same user), and the average number of Resource views per user;
    • C — Goals Reached: The total count of main Goals reached throughout all the Resource views, and the percentage of views resulting in a user reaching a Goal.
  2. Resources Summary
    • A — Name: The name the content creator gave to each Resource he/she built.The color of the icon indicates its publish status: Published (green), Archived (gray), Deleted (red) or Draft(orange);
      • Click the cloud icon to filter items in the table according to their publish status: Published, Archived, Deleted or Draft. (Note: items’ publish status is only available in the Production environment).
    • B — Users Viewed: The total count of users who viewed a specific Resource;
    • C — Resource Views: The total count of times a specific Resource was viewed (including multiple views by the same user);
    • D — Goals Reached (of Resource views): The total count of WalkMe Goals that were reached when users viewed a specific Resource;
    • E — Last Published: The last date on which a specific Resource was published.

Shuttles

  1. General Shuttles Metrics
    • A — Users Clicked Shuttles: The total count of unique users who clicked any Shuttle, and the percentage of users WalkMe was available to;
    • B — Shuttle Clicks: The total count of times a Shuttle was clicked, including multiple clicks by the same user;
    • C — Goals Reached: The total count of WalkMe Goals reached throughout all the Shuttle clicks, and the percentage of Shuttle clicks resulting in a user reaching a Goal.
  2. Shuttles Summary
    • A — Name: The name the content creator gave to each Shuttle he/she built.The color of the icon indicates its publish status: Published (green), Archived (gray), Deleted (red) or Draft(orange);
      • Click the cloud icon to filter items in the table according to their publish status: Published, Archived, Deleted or Draft. (Note: items’ publish status is only available in the Production environment).
    • B — Users Clicked: The total count of users who clicked a specific Shuttle;
    • C — Shuttle Clicks: The total count of times a specific Shuttle was clicked;
    • D — Goals Reached (of Shuttle Plays): The total count of main Goals that were reached when users played a specific Shuttle;
    • E — Last Published: The last date on which a specific Shuttle was published.

Surveys

  1. General Surveys Metrics
    • A — Users Viewed Surveys: The total count of unique users who viewed any Survey, and the percentage of users WalkMe was available to;
    • B — Survey Views: The total count of times any Survey was viewed (including multiple views by the same user), and the average number of Survey views per user;
    • C — Surveys Submitted: The total count of Survey responses submitted throughout all the Survey views, and the percentage of views resulting in a user submitting a response.
  2. Surveys Summary
    • A — Name: The name the content creator gave to each Survey he/she built. The color of the icon indicates its publish status: Published (green), Archived (gray), Deleted (red) or Draft(orange);
      • Click on the name of a Survey to drill down deeper into its individual statistics. Learn more here!
      • Click the cloud icon to filter items in the table according to their publish status: Published, Archived, Deleted or Draft. (Note: items’ publish status is only available in the Production environment).
    • B — Users Viewed: The total count of users who viewed a specific Survey;
    • C — Survey Views: The total count of times a specific Survey was viewed (including multiple views by the same user);
    • D — Surveys Submitted (of Survey Views): The total count of times a specific Survey was submitted out of the total count of users who viewed that Survey;

SmartTips

  1. General SmartTips Metrics
    • A — Users Viewed SmartTips: The total count of unique users who viewed any SmartTip message, and the percentage of users WalkMe was available to;
    • B — Guidance Views: The total count of times a SmartTip Guidance message was viewed (including multiple views by the same user);
    • C — Validation Prompts: The total count of times a SmartTip Validation rule evaluation resulted in a Validation message being displayed, and the total number of users who were prompted with a Validation message.
  2. SmartTips Summary
    • A — Name: The name the content creator gave to each SmartTip he/she created. The color of the icon indicates its publish status: Published (green), Archived (gray), Deleted (red) or Draft(orange);
      • Click the cloud icon to filter items in the table according to their publish status: Published, Archived, Deleted or Draft. (Note: items’ publish status is only available in the Production environment).
    • B — SmartTips Set: The name the content creator gave to each SmartTip Set he/she created;
    • B — Users Viewed: The total count of users who viewed a specific SmartTip;
    • C — Guidance Views: The total count of times a specific Smart Tip Guidance message was viewed (including multiple views by the same user);
    • D — Validation Prompts: The total count of times a SmartTip Validation rule evaluation resulted in a Validation message being displayed (including multiple views by the same user);
    • E — Last Published: The last date on which a specific SmartTip was published.

  1. General Menu & Search Metrics
    • A — Users Opened Menu: The total count of unique users who opened the WalkMe Menu, and the percentage of users WalkMe was available to;
    • B — Menu Opens: The total count of times the WalkMe Menu was opened, and the average number of Menu opens per user;
    • C — Searches Resulted in Action: The total count of Menu searches that resulted in action, and the percentage of all searches that number represents.
  2. Where Do Users Reach For Help?’ Section
    • A — Name: URL of a specific page where users opened the Menu;
    • B — Menu Opens: The count of times the Menu was opened from a specific URL;
    • C — Menu Actions: The total count of times a Menu opened on a specific URL resulted in an action.
  3. “What Are Users Searching For?” Section
    • A — Name: Name of a specific search term entered into the Menu search by a user;
    • B — Total Searches: The count of times a particular search term was search in the Menu;
    • C — Resulted in Action: The total count of times a search for a specific search term resulted in an action;
    • D — Not resulted in Action: The total count of times a search for a specific search term did not result in an action.

 

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