WalkMe Communication Center

Last Updated November 28, 2022

Brief Overview

The WalkMe Communication Center (ComCenter) enables you to send direct notifications to employees via Workstation.

Notifications can be:

  • Company, HR, IT, social announcements, and more
  • Sent to all employees or segmented by group
  • Immediately sent or scheduled for later
  • Monitored to get analytics about views, clicks, engagement, and more

Use Cases

  • Share updates within an organization – Product, HR, company achievements, and any other important announcements
  • Share urgent announcements or call for actions (e.g – Zoom meeting is full, please join this link instead)
  • Share IT announcements, such as scheduled system downtimes
  • Share segmented announcements, such as updates to a specific department
  • Allow a person not familiar with WalkMe to send out announcements

How to Access

Users that have access to a Workstation account will be able to access the ComCenter using these two options:

  • Go to WalkMe Console, from the Navigation bar go to Workstation > Communication Center:
  • From inside the Editor Menu when using an account with a Workstation System

Please note: The Console supports the latest browser versions of Chrome, Firefox, Safari & Edge Chromium

Main View

The main page is where you can view existing and scheduled notifications, manage notifications, and view statistics.

  1. The Dark Blue Left Navigation Bar 
    • Notifications – View all notifications and analytics
    • Audiences – Control and segment your recipient groups

      Audiences is an enabled feature. Please request access from your Customer Success Manager or WalkMe contact.

  2. Status Tabs
    • Active – Notifications currently playing to employees
    • Scheduled  – Ready to send, waiting for date/time conditions to become valid
    • Completed – Finished notifications
      💡 Note: Completed notifications remain in the notification menu for 3 months after the End Date
    • Drafts – Under development or waiting to be sent/scheduled
    • Trash – Deleted notifications
      💡 Note: Last active tab is saved, even after log out
  3. Notification List – View, edit, or delete notifications
    • Each “filter” icon next to a column name can be used to filter information
    • Each status tab has different options – explained below
    • You can edit the internal names of Notifications directly here
  4. New Notification – Create a new notification
    • Same action as menu item on the left
    • 💡Note: Currently anyone can view and create new notifications
  5. Communication Overview
    • Total Notifications = number of notifications that have been Published in the last 90 days
    • Received = number of employees for whom the notification is ready to play, even if they have not seen it yet – available in Notification Menu in Workstation
    • Viewed = percentage of total employee audience that has seen the notification
    • Clicked = number of employees who have clicked the Action button in a notification
    • Engaged = percentage of employees who Clicked out of employees who Viewed

Notification Information

There are a few indicators and action options for each notification.

Active

  • Pause – Stop notifications from playing to employees & Resume after Pausing
  • Edit – Make changes while keeping notifications Live
  • Analytics – Opens individual notification analytics on the right. Same as clicking a line
    *In the future, this will be used for more options, such as export & user deep dive 
  • Duplicate – Make a copy of a notification – will open Edit mode
  • Mark as Done – Move to Completed and stop notification from playing
  • Delete – move to Trash and stop notification from playing

Scheduled

  • You can Edit, Duplicate, Mark as Done, and Delete scheduled notifications

Completed

  • You can Duplicate, Delete, and view Analytics of completed notifications

Drafts

  • You can Delete or Edit (which allows you to Send or Schedule)

Trash

  • You can Restore or Delete Forever 

How to Create a Notification

To learn how to create a Notification, please refer to the How to Create a Notification article.

Communication Insights

Communications Overview

  • Total Notifications: Number of active, scheduled, and completed notifications that have been published in the last 90 days, excludes archives and drafts.
  • Audiences: Total number of active audiences. Refreshed live.
  • Recipients: Total number of individuals who have been sent a notification (including those that are in an audience). Refreshed on page open.
  • New! View recipients who are not receiving notifications: All potential Workstation participants. Refreshed on page open.
    • Inactive users are not included.
    • See Recipients Activity for more detail.
  • Average Engagement: Percentage of unique users who clicked an action button in a notification versus the total number of users who viewed the notifications in the last 90 days. Refreshed near real-time.
  • New! Avg. Received Rate: Percentage of users for whom the notification is ready to play, even if they have not seen it yet versus the total number of recipients who were sent the notification. Refreshed near real time.
  • Avg. Viewed Rate: Percentage of employees that have viewed the notification versus the number that received the notification but not viewed.

The new Workstation Electron analytics overview includes everything from the legacy analytics plus data on users who may be unable to receive notifications or are having trouble accessing Workstation. Electron also now shows the average received rate and the average view rate.

There's also a link to switch between legacy and electron analytics.

When will I see the new analytics?

The new analytics will be automatically available after at least one Workstation users updates Workstation from the legacy version to the new Electron version.

Switch between legacy and Electron analytics

While customers are migrating from the Desktop (legacy) to Electron Workstation, they will be able to switch between analytics.

Which analytics will be displayed by default? WalkMe assesses which Workstation version has the majority of users and will display those analytics by default.

How can Communicators switch between analytics? Below the Communication Overview panel there is a text box indicating which analytics are currently being displayed with a link to switch the analytics to the other version.

While you are viewing the legacy Workstation - the Communication Center will display a text box stating: Showing analyticss from legacy workstation. Click learn more, which leads to this article, or view the Electron analytics, which will switch the Communication Center analytics to the new Electron version. Likewise, when you are viewing the Electron analytics, the text will state: Showing analytics from Workstation Electron. Click to learn more or view the legacy analytics.
The learn more link navigates to this article

When will the switch link be visible? The link will be displayed for all Communicators that are in a migrating account.

  • The link will appear if:
    • There is 1 or more Electron user
    • There is data (ComCenter appStart event) is showing from both schemas

When will the switch link disappear?  The link disappears after 1 year of inactive data from the legacy version, or if there is no data from the legacy version.

Why are the analytics different? The new analytics shows data from the Electron-based Workstation, which includes improved capabilities.

Export data to CSV

    1. Click the CSV icon
    2. Fill out the form:
      a. Select the date range of the data you’d like to export
      b. Type emails of users who will receive the data
      c. Add a note that will be included in the email
    3. Click Export CSV & Send.

Data included in CSV reports

Data that will be included in the CSV:

  • Notification ID
  • Notification title
  • External title
  • Creator
  • Created date
  • Last modified
  • Publish date
  • Type Status
  • Received
  • Viewed
  • Clicked
  • Engagement rate

Notification Analytics 

View analytics for individual notifications by clicking on the notification.

  1. See a preview of the notification including the type of notification, the date range and time it was sent
  2. Delivery rate: Total of recipients who received the notification versus the total number of recipients who were targeted.
  3. Engagement analytics:
    1. Targeted: How many recipients were sent this notification
    2. Received: How many received the notification, even if they have not seen it yet – available in Notification Menu in Workstation.
    3. Viewed: How many recipients have seen the notification.
    4. Clicked: How many recipients clicked on the button.
  4. Clicks: Pie chart breaking down the total number of clicks on each button in the notification.
    • Only buttons with the following actions are included in the calculation:
      • None (track engagement)
      • Link
      • Open Menu
      • Play Resource
      • Play Shuttle
      • Play Smart Walk-Thru

Recipients Activity

You can view the recipients activity for any Audience (including All Recipients).

From the ComCenter Overview:

  1. Go to the analytics panel to the right.
  2. Under Recipients, click Show.
    1. OR – Click the Show button next to the recipients who were unable to receive notifications to view a list of recipients without an active Workstation.

What are the types of users?

  • Active users- Workstation was active for this user in the last 30 days
  • Inactive users – last activity was more than 30 days ago, but less than 180 days
  • Potential users – no Workstation activity detected, or last session was over 180 days ago

Export to CSV

  • Export will pull the list of recipients from the selected tab.
  • Export will include:
    • ID (email)
    • Status (active, inactive, potential)
    • Last active – date + time

End User Options

End users of the Communication Center will have the option to snooze notifications for a period of time.

In Workstation:

  1. Click the Notification bell icon.
  2. Select from the Snooze Notification dropdown the desired duration:
    • 30 minutes
    • 1 hour
    • 3 hours
    • Until Tomorrow

Limitations

  • Currently only available for Workstation users
  • Users must have Workstation versions 6.5.0 or above for Windows and 1.9.2 or above for Mac
  • Must have existing segments in WalkMe Editor
  • Must have sub-users assigned to the Workstation account – these will be the users who can send notifications out
  • Roles & permissions are not available yet
  • Multi-Language capabilities are not available yet
  • Does not integrate with WalkMe Insights
  • Emojis will appear differently on Windows and Mac OS
  • 2 or more notifications will never be displayed at the same time
    • When sent through the Communication Center, only the first one will be displayed and the following one will appear one minute after closing the previous one
      • 2 Notifications will never be opened at the same time, unless the user actively clicks on notifications in the list
      • Then they will open, but there will be no automatic popup if another notification is open at that moment
    • When sent through the Notification Center, the first one will be displayed, and the second one will pop one minute afterwards, and so on and so forth
  • Must have IDP Integration in order to create Segments or Audiences

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