Analyze an experience’s performance
See where users drop off, what they click, and how long each step takes.
Table of Contents
An experience's Analytics tab shows how one individual experience performed: who saw it, which step lost the most users, what they clicked, and how long they stayed on each step. To compare metrics for several experiences at once, see Analyze experience performance.
Open an experience's analytics
Open the Analytics tab in any of these ways:
- Open the experience and click Analytics at the top, next to Design, Settings, and Issues.
- On the Experiences list, click a published experience, or choose View analytics from its menu.
- On a tactic canvas, choose View analytics from an experience's menu.
The tab shows the last 7 days by default. Use the Date control to change the range (up to 366 days) or group the charts by Daily, Weekly, or Monthly. Click Add filter to narrow every number on the tab to one segment. Click Ask Appcues to ask Appcues AI about the results.
Read the summary cards
Each card compares the date range with the previous period.
| Card | What it shows |
|---|---|
| Shown | Unique users shown the experience, with the total number of times it was shown. |
| Completion rate | Users who completed the experience, out of the users shown it. |
| Dismiss rate | Users who dismissed it, out of the users shown it. |
| Click-through rate | Users who clicked a button or link in it, out of the users shown it. |
| Goal conversion | Users who reached the experience's goal within the goal's time window. Appears only if the experience has a goal. |
| Median time to complete | The median time users took to complete it. |
Completion isn't tracked for Banners, Pins, Launchpads, and Embeds, so their Completion rate shows N/A. For those types, the time card shows Median time on screen instead: how long users stayed on the first step before closing it or clicking something.
Click View users on a card to see the users behind the number.
Follow users through the steps
The path through this experience shows one card per step. Each card shows the number of users who saw the step, the share who completed it, the share who dismissed it, its issue count, and the median time users spent on it. The note above the cards names the step where the most users drop off.
Click a step card to update the two cards below it:
- The step's clicks card lists every button, link, Pin, launcher, and form submit on that step, with the number of users who clicked each and their share of the users shown the step. Close (×) counts users who dismissed the step, and No interaction counts users who did neither. Click a row to see those users.
- Time on this step groups views by how long users stayed, from under 5 seconds to over a minute. Time runs from when the step appears to the user's next action in the same session, up to 30 minutes. Views with no next action are left out.
Drop-off between steps shows how many users each step lost. The trend chart plots Shown, Completed, and Goal reached over time, with a marker on each day you published a new version.
Branching Flows
If a Flow branches, the path splits into labeled paths (A, B, and so on). Each path's header shows how many users chose it, how many finished, and how many reached the goal. Click a path's header to see the users who chose it. The drop-off chart is hidden for branching Flows.
Read survey responses
If the experience has survey or form questions, Survey responses lists every answer in the date range, 20 per page. Use the property pills to add user properties as columns.
The segment filter applies to responses from web Flows, Embeds, and NPS. It doesn't apply to form answers from legacy Flows or mobile Flows.
How each experience type differs
Flows, Banners, and Embeds use the step layout above. These types have their own layouts.
Pins
Each Pin in a Pin experience shows on its own, so the Pins table replaces the step path. Each row shows the Pin's type (Tooltip pin or Button pin), its impressions, how many times it was opened or clicked, how many users did so, and its issues. Impressions and clicks count every event; the user count is unique. Click a row to see the users.
Checklists
The cards show Completed all items, Skipped (users who dismissed the Checklist before finishing), Items done per user, and Median time to finish. The Items table shows how many users opened and completed each item, and the Items people finish chart shows how many users finished 0, 1, 2, and more items.
Analytics doesn't record whether a user completed an item through the Checklist or on their own.
Launchpads
The cards show Unique opens, Total opens, Avg user activity (searches and clicks per open), and Engaged opens (opens followed by a click or search). Click a card to switch the chart.
What people opened has three tabs:
- Links opened: clicks per link, including links to Flows.
- Flows launched: each Flow launched from the Launchpad and its current status.
- Searches: the top search terms and the top knowledge base articles opened from search. Analytics doesn't record whether a search found a result.
NPS
The NPS score card shows your score (the percentage of promoters minus the percentage of detractors, using each respondent's latest score) and the split between Promoters (9–10), Passives (7–8), and Detractors (0–6). Score history plots each day's score over the 30 days up to it. Dismiss rate includes users who clicked Ask me later.
Legacy NPS opens its analytics in Studio.
Export data
- Click Export CSV at the top of the tab to download every step and element with its counts, rates, issues, and median time. Pins, Checklists, Launchpads, and NPS export their own tables instead.
- Click a card's menu (⋮) and choose Download CSV or Download PNG to export one card or chart. Choose Explain this chart to have Appcues AI explain what it shows.
- In Survey responses, click Download CSV to export up to 5,000 answers.
- In a user list, click Download users CSV.
If the numbers look wrong
- A rate shows N/A. The experience type doesn't track that metric. Completion isn't tracked for Banners, Pins, Launchpads, and Embeds; dismissals aren't tracked for Launchpads and Embeds.
- The tab says nobody saw the experience. Pick a longer date range, or remove the segment filter.
- A later step shows more users than the step before it. Users can reach a step without seeing the one before it, for example through a button that skips ahead with conditional actions. Drop-off between steps shows no loss for that step.
- The numbers differ from the Experience analytics page. The tab opened from the Experiences list starts at the last 7 days, while the Experience analytics page starts at the last 30. Check that both use the same date range.
Still stuck?
Collect the following and contact support:
- The URL of the Analytics tab.
- The date range and segment you had applied.
- The number you expected, the number you see, and where you got the expected one.
- A screenshot of the tab.