Workflows allow you to track and analyze the tasks that end users complete to perform their jobs. This article provides guidance on how to configure workflows for tracking these tasks and how to view workflow analytics.
Workflows are composed of a start and end point. If a process begins in one application, and ends in another, you can track the completion of the workflow across applications. You can also apply a segment to view behavioral patterns for a specific group of users based on metadata attributes like location, team, or job role.
You can set a workflow to recurring if the task is performed repeatedly. We provide different charts for analyzing repeat attempts to complete a workflow.
Currently Reseller Adopt only supports single application functionality. Coming soon, multi-application support will be available for Reseller Adopt subscriptions that have more than one application. To see the workflow span applications, visitorIDs must be the same for a user in each application.
The Workflows page lists all workflows visible to you. If you haven’t created a workflow or can't see any existing workflows, this page prompts you to create a new workflow.
The list of workflows exists in a table format that consists of the following columns:
- Workflow Name. The configured name for the workflow. The default naming is "New Workflow - [Date @ Time]", with the date and time of when it was created.
- Starting App. The application where the workflow begins.
- Ending App. The application where the workflow ends.
- Type. Recurring or non-recurring.
- Created By. The user ID of the person who created the workflow.
- Created Date. The date and time the workflow was created.
- Visibility. "Everyone" or "Only Me". Workflows visible to everyone appear on the Workflows list for all Adopt users and anyone can view, edit, or delete them.
- Last Updated By. The user ID of the person who most recently updated the workflow.
- Last Updated Date. The date and time the workflow was most recently updated.
Create a workflow
To create a workflow, select + Create New Workflow in the top-right corner of the Workflows page. This creates and opens a new workflow, which you can rename by selecting the name at the top and entering a new name. This name appears on the workflows list.
Next, configure the following workflow settings:
1. Select the Date Range to filter workflow data for a limited time period. Adopt has predefined date ranges that you can select to filter Workflow data. Last 7/14/30/60/90 Days options don't include today.
2. Select the Segment you want to analyze.
For example, if you’re interested in understanding how business development representatives (BDRs) are completing processes in Salesforce, create a segment targeting your BDRs by role or Visitor IDs. Once you've created your BDR segment, you can select the segment from the Segment dropdown menu.
3. Select the Maximum Time Between Steps.
A workflow is considered incomplete if the time between steps exceeds the specified time. For example, if Maximum Time Between Steps is set to 1 hour, Visitors have one hour to complete the workflow once they've begun before the workflow is considered incomplete. Maximum Time Between Steps can be set to intervals of 24 hours or less.
4. Choose whether the workflow is recurring.
Recurring workflows are tasks that end users are expected to complete more than once. Indicating that a workflow is recurring provides analytics relevant for repeat tasks. Charts show number of attempts and attempts per time interval, such as the number of workflow events by week, with complete and incomplete counts.
5. Select the Workflow Start. Choose the application and then the page or feature within the application that begins the workflow.
6. Select the Workflow End. Choose the application and then the page or feature within the application that the workflow ends before the maximum time has elapsed.
7. Set the workflow Visibility. "Only Me" hides the workflow from all other Adopt users, meaning that only you can see it in your Workflows List. "Everyone" shares the workflow with every Adopt user, who can then view, edit, or delete the workflow.
8. Select Save to save and run your workflow to view the analytics.
Edit a workflow
Edit a workflow by opening the workflow you're interested in and making changes to the relevant filters and details. Once you've made your changes, select Save to run the workflow and view the analytics.
View workflow analytics
Open an existing workflow from the Workflows list to view its analytics.
Use the filters at the top to view Visitor completion and attempt rates for specific groups of people and over specific periods of time.
Expand the Details to see what the workflow involves. You can make changes to these details to see the impact they have on your workflow analytics. Select Save to run the workflow and view the analytics.
The first chart shows the total workflows data, with the total number of Active Visitors eligible for the workflow and how many are in each status:
Not Started. Visitors who are counted in the workflow but never used the Workflow Start page or feature.
Incomplete. Visitors who used the Workflow Start page or feature but didn't end before the maximum time elapsed.
Completed. Visitors who used Workflow Start and then Workflow End within the time interval.
The stacked bar chart displays percentages for each status. Data is filtered by the segment and date range. The number of Visitors eligible for workflow analytics is the total number of Visitors in the segment that have used the workflow start or workflow end apps during the date range.
If the workflow is non-recurring, Visitor Completion is the only available setting. If the workflow is recurring, the chart can show Visitor Completion or Workflow Attempts during the date range.
To gain an understanding of how often Visitors are succeeding at the Workflow, you can use the second chart to view workflow completion rates over time.
The second chart in your workflow analytics displays the total workflows data from the first chart in time intervals over the date range. These intervals can be daily, weekly, or monthly. You can adjust the intervals using the dropdown menus at the top of the visualization. Some intervals aren't available depending on the length of the date range.
You can also use this visualization to track a guide's impact on your workflow to see if it has helped drive adoption of a business process and to decide on the need for further intervention. Select the guide you want to evaluate from the dropdown menu in the top-right of the second chart.
Note: Make sure the publish date for your guide falls within the date range for the workflow.
Visitors who completed the workflow are in pink. Visitors that started but didn't complete the workflow are in blue. Visitors who didn't start the workflow aren't included in these metrics.
For non-recurring workflows, the chart is cumulative, allowing you to see how much completion and attempt rates increase over time.
For recurring workflows, the chart separates the total workflows data into granular completion and attempt rates at each interval in the chart.
Tip: If a workflow is being attempted more times than you expect, your Visitors might be struggling with the Workflow. When the workflow's attempts are less than you expect, this could be that your Visitors are unsure how to begin or finish the Workflow.
At the bottom of the workflow's analytics page is a table of raw data used to construct the charts. Columns show the values for Not Started, Incomplete, and Complete statuses, and average time to complete. Recurring workflows also show the average number of times completed and not completed.
The data can be grouped by any of the metadata associated with your active Visitors to further breakdown the raw data and show completion data by role, department, or other criteria.
All data in the data table can be downloaded as a CSV file and columns can be added or removed with the Manage Columns button.
Segment by workflow completion status
Decreasing workflow completion rates might indicate that Visitors are encountering issues that require intervention. You can use the Paths page to understand the "happy path" that successful Visitors are taking within the application to complete the workflow.
You can then segment unsuccessful Visitors into their own group and show these Visitors a specific guide to help them get on track. To do this, navigate to Workflows and open the workflow you're interested in. From here:
1. Select + Create Segment in the top-right of the workflow analytics page.
2. Give your segment a name.
3. Choose Workflow Progress from the first dropdown menu.
4. Choose your workflow from the second dropdown menu.
5. Choose Incomplete or Not Started from the third dropdown menu.
6. Select Save Segment.
You can then navigate to the Guides page to design a guide that displays to the segment you created in an effort to help them complete the workflow.
After deploying a guide to this segment, return to the second chart in your workflow to gauge if the number of Completed workflows has increased. Select the guide you want to evaluate from the dropdown menu in the top-right of the second chart, ensuring that the date range for the chart includes the publication date for the guide.