WalkMe Visions

Updated on November 6, 2017
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WalkMe Visions allows you to get insight into your site beyond just numbers. Visions is part of WalkMe’s powerful analytics and business intelligence offerings allowing you to see what users are actually doing on your site by viewing highly accurate simulations of real sessions.

The Short Version

WalkMe Visions helps you understand the user experience on your site like never before. Not only can you drill down on user behavior data on every click, scroll, input and other user action on your site, go a step further by watching an  individual user’s actual experience, or “Session.”

A Session refers to a recording that captures unique user actions on your site enabling you to see exactly what your user is doing. A Session is not a video recording but an accurate simulation representing the data collected by WalkMe Visions. In the WalkMe Visions tab, you can watch actual Sessions depicting every user interaction (including mouse clicks, scrolls, inputs, etc) and every response from your application. Look at historical Sessions or peak inside a user’s Session real-time.

Here are some of the main use cases for Visions:

  1. Reduce Customer Support Time: When users open a support ticket, they often do not add enough information to their ticket, resulting in back and forth emails to clarify their issue. With WalkMe Visions, the customer’s Session can be automatically attached to the support ticket, making it super easy for the support agent to view what the user was actually trying to do and saving valuable time trying to replicate the issue.
  2. Reduce Product Development Costs: In the Product Development Process, the Product QA team can easily use WalkMe Visions to share their findings saving valuable documentation time and accelerating development process as a result.
  3. Improve Product Management:  Understanding how new features are being used, which actions lead users to convert, and which site areas users struggle with is all radically simpler with WalkMe Visions. Simply open a user’s session for previously impossible-to-know insight into user experience on your site.
  4. View WalkMe’s impact on your desired business objectives

Scroll to the end of this article for videos demonstrating Visions for various use cases.

 

How it Works

When WalkMe Visions is enabled on your site it begins collecting user data on all pages that the Snippet is available and organizes them into distinct Sessions. A Session begins when a user reaches your site and continues for up to twelve hours even if users navigate between different tabs or subdomains (i.e. www.example.com to blog.example.com) as long as the WalkMe Snippet is installed on both websites. If a user is idle for more than thirty minutes and then becomes active on your site, the activity is collected in a new Session.

Each Session is turned into a highly accurate simulation which can be viewed just like a recording. Since a session is created using data rather than videos it can be customized to remove specific information. By default text entry appears as question marks, but you can selectively censor specific fields by their ID or class names.

Sessions are tracked in real-time, meaning you can even filter by a specific user that is working with your application. This is commonly done when trying resolve a support ticket.

Session are then tagged by these Events allowing you easily filter them and jump into any session when that Event takes place. Session data can be Filtered and created into user Segments. Since Sessions Events are generic, you can create Tracked Events and Funnels to personalize the data to your business goals.

All Sessions Page

After first clicking WalkMe Visions, you see the Projects Page. Typically there will be two projects – Testing and Production – but you can add others if you have more platforms you want to track. Each project is a different implementation of WalkMe visions. Click on the relevant project to see the All Sessions Page.

On the All Sessions Page, view all recorded sessions listed by date. Here you can see a timeline of actions over the course of the sessions, such as each time the URL changed, the user entered a text input, user encountered a site error, or user clicked on the site.

  1. Relevance Score: This Relevance Score helps you identify useful Sessions faster and reduce the amount of time spent watching irrelevant Sessions.The score is calculated by a configuration of clicks, inputs, pages, idle time, and how old the session is. Customize the way the Relevance Score is calculated in the Settings page.
  2. Relevance Score Configuration: Define how the Relevance Score is calculated.
  3. Activity Time: The time visible by the timer icon represents the total time the user has been actively engaged with the site. Hover over the timer to see idle time and total time as well.
  4. URLs: URL count(Globe icon) represents the number of page transitions in a given session.
  5. Play: Click the play icon to view this individual Session.
  6. Timeline: Visually displays all the tracked actions. The Timeline is color-coded and is clickable. Clicking on the timeline will jump to the relevant place in the session recording.
  7. Action Key: View these actions along the timeline
  8. User Column: Each user is identified by a unique user identifier. Below the user ID, view how many prior Sessions the user has. For example, 2/2 means the user has two Sessions on record and this is the second. The time next to the session numbers refers to when the user first visited the site.
  9. NEW: First-time site user
  10. Device Column: View user browser and operating system
  11. Display Session Attributes: Select additional columns to add to the All Sessions view such as City, State, Country, Referrer URL, and Screen Width.

By default, Visions tab displays the date, session duration, timeline of actions, user ID, user device, and browser type. Additional attributes that can be added to this view include IP Address, city, state, country, referrer URL, and screen size. These attributes are draggable and will affect the column order of the table.

Filters

WalkMe Visions features a powerful filtering engine that allows you to filter user sessions by multiple actions and view only the sessions that are relevant to you.  Filter by any of the actions collected including WalkMe Events. Filtered categories include: Events, User, Session, Location, and Device.

Category Sub Category
Events
  • General Events
  • WalkMe Event
  • Tracked Events
  • Custom Events (API)
Users
  • User Name
  • User Identified State
  • Is First Session
Session
  • Date
  • Live (Recording/Ended)
  • Referrer
  • Activity Time
  • URL count
  • Favorite
  • Note Count
Location
  • City
  • Country
  • State/Region
  • IP Address
Device
  • Device
  • Browser
  • Operating System
  • Display Height
  • Display Width

When you add multiple Filters, WalkMe filters sessions by events that occur in the specific sequence you add them. For example, if your first filter is for a specific URL and your second filter looks for when a user clicks a button, then all results show sessions that start by the user visiting that URL and then clicking the designated button. You can reorder your filters at any time by clicking and dragging them by the grabber (3 horizontal lines).

To view sessions with multiple filters but not in a specific sequence simply click the Filter by Events Sequence toggle.

Export Sessions as CSV

After adding a filter, it shows how many sessions were found matching these criteria. To export the report to CSV, click on the hamburger icon. The CSV contains links to view the individual session recordings.

WalkMe Events

WalkMe Events are also included in the data for each session. This allows you to filter by specific sessions that are engaging with your WalkMe solution giving you amazing insight into the effectiveness of it. Quickly view sessions where users started a Smart Walk-Thru and see if it helps them complete a process.

 

Available WalkMe Events include:

WalkMe App Event
Smart Walk-Thru
  • Smart Walk-Thru Started
  • Smart Walk-Thru Played
  • Smart Walk-Thru Goal Reached
  • Smart Walk-Thru Failed
Walk-Thru
  • Walk-Thru Started
  • Walk-Thru Step Played
  • Walk-Thru Goal Reached
  • Walk-Thru Failed
Launcher
  • Launcher Clicked
SmartTip
  • SmartTip Message Shown
  • SmartTip Validation Error
Survey
  • Onboarding Task Started
  • Onboarding Task Completed

Segments

Use the Filters tool to create Segments of users, such as first time users on the Chrome browser. To create a Segment simply filter your sessions to match your desired user group and click Save As… to save it as a Segment. Segments appear at the top of your Sessions page for you to easily view all Sessions associated with that user group.

Note: Segments are created separately than those in the WalkMe Editor.

The following Segments are created by default:

Segment Description
Has Notes Sessions with notes created
Favorites Sessions favorited
First User Engagement Sessions where a user is anonymous and it’s their first session on your site.
Onboarding Sessions where the user is identified and it’s their first session on your site. This assumes that the user is someone with an account and they’ve just started using it.
First Time Visitor First session on your site. This includes all users that are visiting your site for the first time.

Creating a Segment

  1. From Visions, click + Add Filter button.
  2. Create Filter that identifies user group. Multiple Filters may be required.
  3. Click Save As…
  4. Type Segment Name
  5. Click Save. Segment appears at the top.

TIP: Make sure to toggle off Filter by Event Sequence if this does not necessary to identify this user segment.

Individual Sessions Playback
From All Sessions Page, click Play icon to watch an individual session.

On the left-hand side is a transcript of all actions and on the right, a video representation of those actions. Below the video you can speed up the playback of a user’s session or leave a timestamped note. Other teammates can then view notes associated with this Session or even search for Sessions with notes!

Session Storage and Security

Sessions are encrypted and stored on Amazon AWS. Sessions are stored for 90 days by default. If you are interested in increasing the length of storage, contact your Customer Success Manager.

For security reasons, all input fields are censored by default. Instead of text, the fields are populated with question mark characters. You can also specify HTML ID attributes you would like to censor by entering them into the appropriate censorship settings section or elements by HTML Class names in Project Settings. The censorship mechanism is performed entirely on the customer side, meaning censored information never reaches WalkMe servers.

To see what users type and input into fields during session playback, disable Censor all input fields in Project Settings

WalkMe Visions only tracks activity on application where WalkMe is installed. You can also limit data collected by using the WalkMe API to identify specific groups in your organization that should be excluded.

Project Settings

On the Settings Page for each project, customize general project settings, add teammates to view Visions, access the Snippet and API, set exclusions in Traffic Management, manage Integrations, and configure Censorship settings.

Access the Settings page by hovering over the project on the Projects Page and clicking Settings.

Ticketing System Integrations

WalkMe Visions features out-of-the-box integrations with several ticketing systems including Intercom, Zopim, Olark, and CustomerIO. These integrations vary by platform but in general, support agents would be provided with a link in the support ticket allowing them to view the user’s session.

Contact your Customer Success Manager with additional questions.

Use Case Videos

Support
Watch the video below for an example of how a support agent may use WalkMe Visions.

  • Learn more about WalkMe Visions in the WalkMe University Course 401: Introduction to WalkMe.
  • Read about WalkMe Insights

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