Overview
Workflows allow you to analyze the processes employees need to complete in order to perform their jobs. Workflows are composed of a start and end point. If the process begins in one application, and ends in another, you can track the completion of the workflow across your applications. You can apply a segment to view behavioral patterns for a specific group of employees based on metadata attributes like location, team, or job role. Workflows can be recurring if the task is performed repeatedly providing a different charts for analyzing repeat attempts.
Employees need to be able to complete business processes in their digital tools, as the work they complete in these tools have wide-ranging implications on the business. More importantly, the completion of these processes in employee-facing tools has tangible value for the business and can directly influence top-level KPIs, like revenue. Workflows allow Adopt users to track which employees are and are not doing the required process and discover where friction exists.
One example of a process you can track with Workflows is benefit enrollment. The process begins in HR software and employees need to follow a series of steps within the software to enroll in their benefits program. We expect this workflow to completed in a day. Workflows in Pendo Adopt allow you to see which employees haven't started their enrollment yet, counted as “Not Started” in workflow analytics. Employees who start enrollment but don't submit their elections before the maximum time elapses are counted as “Incomplete”. Those who start and end the workflow within 24 hours are marked as “Complete”.
Workflows List
On the Workflows list, you can see 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.
Columns
- Workflow Name - The configured name for the workflow. Default is "New Workflow - [Date @ Time]" with the date and time 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 and Created Date - The user ID and date and time when the workflow was created.
- Last Updated By and Last Updated Date - The user ID and date and time when the workflow was most recently updated.
- Visibility - Everyone or Only Me. Workflows visible to everyone appear on the Workflow list for all Adopt users and anyone can view, edit, or delete it.
Create or edit a workflow
Select “+ Create New Workflow” in the top right corner of the Workflows page. This creates a new workflow and opens the Workflow details page.
Click the name to rename the workflow. This name appears on the Workflows List.
Configure workflow settings
Configure settings and run your workflow, then view workflow analytics.
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 options do not include today.
2. Select the segment of employees you want to analyze.
For example, let’s say 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, then 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. Maximum Time Between Steps can be set to preset intervals of 24 hours or less.
For example, if Maximum Time Between Steps is set to 1 hour, then visitors have only one hour to complete the workflow once they've begun or else they will be considered incomplete. Certain workflows are meant to be completed quickly, and so the 1 hour option will likely be sufficient. Other workflows, however, are completed over the course of a day or two days, and may require more time to complete.
4. Select if the workflow is recurring.
Recurring workflows are tasks that employees are expected to complete more than once. Indicating that a workflow is recurring provides additional analytics relevant for repeat tasks. Charts show number of attempts and a new chart can show attempts per time interval, for example number of workflow events by week, with complete and incomplete counts.
5. Select the Workflow Start. When a visitor uses this page or feature, workflow analytics counts it as the beginning of a workflow.
Select the application where the workflow begins.
Select the page or feature within the application that begins the workflow.
6. Select the Workflow End. When a visitor uses this page or feature, workflow analytics counts it as the end of a workflow if it is used before the maximum time has elapsed.
Select the application where the workflow end.
Select the page or feature within the application that ends the workflow.
7. Set visibility. Only Me hides the workflow from all other Adopt users and only you can see it in your Workflows List. Everyone shares the workflow with every Adopt user. They can view, edit, or delete the workflow.
8. Run or Save & Run the workflow to run your query and see analytics.
Run runs your query and shows analytics without saving the workflow to the workflow list or updating an existing workflow. This is helpful if you want to test changes without permanently saving them.
Save & Run saves a new workflow or saves changes to an existing workflow and runs the query.
Workflow Analytics
Workflows show rates of visitor completion and attempts using the filters in workflow settings. There are several visualizations available for non-recurring or recurring workflows. Workflows focus on Not Started, Incomplete, and Completed conditions. The number of visitors eligible for workflow analytics is the total number of active visitors in the segment that have used the workflow start or workflow end apps during the date range.
- 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 did not end before maximum time between steps elapsed
- Completed - Visitors who used Workflow Start and then Workflow End within the time interval.
Total Workflows Chart
This chart shows the total number of active visitors who are eligible for the workflow and how many are in each status with a stacked bar chart displaying percentages for each status. Data is filtered by the segment and date range.
If the workflow is non-recurring, visitor completion is the only available setting. If the workflow is recurring, the chart can show total visitor completion or total workflow attempts during the date range.
Number of Workflows by Time Interval Chart
This chart is only available for recurring workflows. It shows the data from the total workflows chart further broken up into smaller time intervals within the larger date range. This allows you to see granular attempt and completion data in multiple stacked bar charts at daily, weekly, or monthly intervals and not only a single chart for the entire date range. This visualization is necessary to understand repetitive completion of your workflow over time.
Chart settings can adjust the visualization for workflow attempts or visitor completion at intervals of days, weeks, or months. Some intervals aren't available depending on the length of the date range.
Data Table
The data table provides the 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.
Download Data & Manage Columns
All data in the data table can be downloaded as a CSV file via the Download CSV button and columns can be added or removed with the Manage Columns button.