The User Experience Analytics funnel component helps users view conversion rates in aggregate user behavior to uncover the reasons behind success or failure of a user flow. This visualization only works with User Experience Analytics data.
A funnel is used in many analytics products to measure the success of a selected flow.
For User Experience Analytics, users can view the percentage of users who completed a certain action in a specific application (in the instance) associated with Service Portal, Mobile, Virtual Agent, and Next Experience. The funnel can include multiple actions that lead to success or failure of a flow. Funnels analysis displays three primary metrics:
- Number of users that progress from one step to the next
- Conversion rates
- The average time it takes for users to advance from one step to the next, through the show time toggle
Funnels are created in the User Experience Analytics dashboard and can be viewed in the UI Builder. After the user adds a funnel as a UI Builder component, that component's configuration panel is available.
Usage Insights funnel capabilities are now available as part of PA Dashboard visualization experiences. Funnels created in Usage Insights can now be configured and displayed directly within Platform Analytics inline dashboards, enabling a unified view of conversion analytics in PA Dashboards. Existing funnels can be selected through the PA dashboard configuration and identical metrics and conversion rates are ensured across both surfaces. Access controls defined in Usage Insights are respected, and clear messages are displayed if a funnel is unavailable or access has been revoked.
- User Experience Analytics enabled
- Required Role: analytics_admin, analytics_viewer