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6.3.9
Australia Patch 3, Australia, Zurich Patch 6, Zurich, Yokohama, Xanadu
Standalone Application
The Usage Insights 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 Usage Insights data.
A funnel is used in many analytics products to measure the success of a selected flow.
For Usage Insights, 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, AI Native Experience, and Next Experience. The funnel can include multiple actions that lead to success or failure of a flow across many sessions, or analyzing if the conversion occurred in individual session. 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 Usage Insights 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.
Whats new?
- Cross-application conversion funnels — Build funnels where each step can belong to a different application, so you can follow a user journey as it spans multiple workspaces and portals.
- Session-based and user-based funnels — Choose whether steps must complete within one session (time-to-value) or across multiple sessions over time (overall task completion).
- Previous period comparison in conversion funnel — Compare completion rate, step conversion, and transition timing against a prior period. Each metric shows its delta, and a step comparison table breaks down engaged users, sessions, and conversion time side by side — turning a snapshot into an adoption trend.
- Usage Insights enabled
- Required Role: analytics_admin, analytics_viewer
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