Skip to main content
Gainsight Inc.


ATTENTION: Documentation Updates are in Process
We are in the process of updating the screenshots, GIFs, and content to match the latest UX based on the Horizon Experience’s new look and feel. To learn more about the Horizon Experience in Gainsight PX, click here.


You have got goals, we will help you track them.

Track each step and identify where users fall off from completing critical tasks within your product. Whether it’s completing an order, building a report, or any other common activity in your product.

A Funnel Report allows you to create a report by choosing page-views, features, and custom events. For instance, you can create a Funnel report that starts from the Product Catalog page and ends up with the checkout page to see at which page are the users dropping off.

Main Use Cases

  • Map customers adoption and expansion goals
  • Create a series of steps through key events
  • Track each step and identify where users fall off from completing critical tasks/conversions within your product.


Funnel Steps

  • Specify the steps which users are expected to go through
  • Specify the timeout which defines the time a user has to complete the funnel steps
  • Specify session or user scope in which the steps should occur



Specify the cohort that will be matched against when the funnel is being executed.


Thru Traffic and Drop-Offs in Funnel

The Funnel Report also displays the Thru Traffic and Drop-offs at each step. Thru Traffic is the number of users that successfully visited the current step from the previous step. Drop-offs are the number of users who visited the previous step but dropped off and did not visit the current step of the funnel. The Thru Traffic and Drop-offs are displayed in both numerical and percentile values, on each step. The Thru Traffic is displayed as a color bar that varies at each step. Drop-offs are always displayed as a cross-line graph (this has a very light display).


In the above image, 62 users visited the first step of the funnel. Only 36 of those 62 users visited the second step of the funnel (represented by the green bar). The remaining 26 users dropped off from the first step and did not visit the second step (represented by a light cross line graph). Of the 36 users who visited the second page, only 14 users (represented by blue bar) visited the third step. The remaining 22 users (represented by a light cross line graph) did not visit the third step.

When you click a specific section of the graph, you can view the list of users who represent that section. For instance, in the above image, if you click the green bar, you can view the list of 36 users who constitute the section. Similarly, if you click any cross line graph, you can view the list of users who constitute that section.


The Funnel Report has two useful time-related columns; Time From First Step and Time From Prev Step. The Time Elapsed column displays the time taken by user/session to reach the current step from the previous step. The From First Step column displays the time taken by user/session to reach the current step from the first step.


  • These columns are not applicable to users that are part of the first step. The users/sessions that are part of the second step will always have the same values in both the columns. 

  • When you export a Funnel report, the newly introduced Time From First Step is also included in the exported file. 

  • You can also find these column’s data when you hover on the Thru Traffic and Drop-off traffic bars.

Use Segments to create Funnel reports for a unique audience based on common attributes/characteristics.  Alternatively, you could select the audience of the report by configuring the filters in the Users tab. The Segment option helps you further narrow down the audience to address specific use cases.

Business Use Case

You need to create a funnel report on the newest users by choosing specific page-views and features. This report is aimed at identifying the steps where the users are dropping off. You can now create a ‘Signed Up’ segment (or any date based field as a segment matching event by using 'less than 1 day' as the filter criteria) and use this as a funnel step.

To use the segment option:

  1. Click Create to build a new funnel report.
  2. From the Funnel Steps dropdown, select Segment. Select the segment that you created.
  3. Click Add.

Funnel Segment.png


Funnels are automatically being computed for you every day so you can keep track of the current state of the funnel.

For more information about all frequently asked questions, refer to the Analytics FAQs article.


  • Was this article helpful?