This article explains the Path Analyzer feature in Enablement Engine. Gainsight recommends you to first refer to the Product Mapper article and then proceed with this article.
It is important to understand how your CSMs are using Gainsight CS, in order to understand which areas of Gainsight they find difficult to use or where they’re getting confused or dropping off. The Path Analyzer feature in Analytics allows you to track the path traversed by your users and the features used in the Gainsight CS application. A feature can either be a specific page in the Gainsight application, a button on any page, or any custom event. All features can be viewed on the Product Mapper page. With Path Analyzer, you can view the features with a high percentage of drop-offs in a path. You can then add Engagements on such features to increase usability and feature adoption.
Components of the Path Analyzer
This section explains the various components of the Path Analyzer section.
A Step in the Path Analyzer section represents an intermediate destination, traversed by users. In the following image, the highlighted areas represent a Step.
You can see that each Step has a set of features that the users traversed from the previous step. Path Analyzer displays a maximum of 10 features in each step. By default, five steps are displayed. You can increase this up to 10.
A Path represents the actual route traversed by users. Every path has a source and destination feature. In the following image, the highlighted sections represent a Path.
A Path acts as a link between two steps. The source step is the originating point for the path and the destination step is the endpoint of the path. In the following image, Timeline 360 feature step is the source and the Cockpit custom view step is the destination.
Note: You can use filters to view the path traversed by specific users or accounts.
Analyze Path Analyzer Report
This section explains the results displayed by a Path Analyzer report.
- The Path Analyzer report is applicable for the selected date range.
- The Start session step shows the number of users who initiated a session during the selected date range. After initiating a session (logging in to Gainsight), users navigate to various sections of Gainsight CS. In the following image, you can see that 13 users initiated a session in Gainsight CS and also the feature they used, immediately after logging into Gainsight (when you add the number of users in each path, the sum equals 13).
- Once the initial path is completed, you can view the journey of these 13 users as they travel through multiple steps.
- Of the 13 users, 5 users navigated to the Timeline 360 feature after logging in to Gainsight (the remaining 8 users navigated to other features after login). This can be viewed in the first step.
- At the Timeline 360 feature in the first step, you can view the following data:
- Percentage: Percentage of users who navigated to this step from the previous step.
- Thru traffic: Number of users who navigated to some other page from the current feature.
- Drop-Offs: Number of users who ended the session after reaching the current feature.
In the following image, you can see that five users came to the Timeline 360 feature. This is equal to 38.46% of the users who came to this step from the previous step (from start session to Timeline 360 feature). Of these five users, two users navigated to some other page. So Thru traffic is 40% (2 out of 5 users). The remaining three users ended their session. Hence, drop-offs are 60% (3 out of 5 users). You can view this data when you hover your mouse on the Timeline 360 feature of the first step.
Similarly, when you hover your mouse on other features of the first step, you can see the Percentage of users that arrived to that feature from the previous step, Thru traffic from that feature of the step to the next step, and the drop-offs from that feature.
You can now track the path traversed by users from the first step to other features, by viewing data for the next steps. In the above image, we saw that 2 users moved from Timeline 360 feature to other Gainsight CS features. You can track which feature they accessed next, after accessing the Timeline 360 feature.
- You can view similar data (Percentage, Thru traffic, and drop-offs) for all the other steps as well.
Change the Scope of Path Analyzer
The above section explains how you can use the Path Analyzer to track the path traversed by users. Apart from analyzing the path tracked by the users, you can also use the Path Analyzer feature to track the path traversed by users in a session. This can be done by changing the scope of the Path analyzer from Users to Sessions.
When you change the scope of Path analyzer from User to Session, you can see the various features accessed, at the session level and not at the user level. By default, the scope is set to the User level.
In the following image, you can see that when the scope is at the user level, all the paths display the number of users who traversed that path. When the scope is changed to the session, you can see that all the paths display the number of sessions that traversed the path.
View Paths Starting or Ending with Specific Features
By default, Path Analyzer displays the route traversed by users or sessions in the order in which they were accessed. However, you can modify the Path Analyzer settings to view paths that originated from a specific feature or ended with a specific feature.
For instance, if you wish to know if users are able to create CTAs easily or not, you can set the feature which tracks Create CTA page, as the starting point of the path and then analyze the rest of the path traversed by users.
Similarly, you can create a Path Analyzer report to see how many users/sessions ended after reaching a specific feature. You can also view the path traversed by users/sessions to reach the selected ending feature.
View More Steps
By default, Path Analyzer displays five steps. However, you can increase the number of steps displayed up to 10.
IMPORTANT: The Path Analyzer displays only the nine most commonly accessed features in a step. The rest of the features are grouped as Other and displayed. So, if in a step, 20 features were accessed, Path Analyzer displays only the 9 most common ones. The remaining 11 features are grouped as Other and displayed. This is applicable to all the steps. Also, in any given step, there can be a maximum of 10 features; 9 most commonly accessed and the Other feature, which is a combination of the remaining least accessed features.
The following image displays the nine most common features accessed in a step and the Other feature. Note that each step displays a maximum of 10 features.
You can apply appropriate filters to the Path Analyzer report and slice and dice your report as required. All the filters present in other reports are supported in the Path Analyzer report as well.
Stale Report Notification
If your Path Analyzer report was generated in the past and was not refreshed for a long time, your report could contain stale values. Stale reports contain outdated data which could be misleading. Path Analyzer displays a message at the bottom of the report if the report is stale. If the report is not stale, Path Analyzer displays the date and time when the report was generated. You can click the refresh icon to refresh the report.
Save or Share Report
Once you create your Path Analyzer report, with all the required data, you can save it for future use. All the saved reports can be found under the My Reports section.
You can also share your saved reports with other users. Users with whom you share your report can find your report under the Shared with me section. You can share your report either with the required users or with all the users of your organization.