Segment for NOT Completing an event or action
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I have been using a really helpful funnel conversion metric - thank you FullStory 😀
I was not getting any opportunities from the ‘Analyze’ future and so I am wondering if the right approach to determine why about 10% students are not completing the funnel without watching every session? Is there a segment I can create to show me only the sessions for students who click Request, but do not click Submit? Or should I go about this differently?
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Hey @spencerl thanks for reaching out!
The Conversion Opportunities is looking for a couple of specific reasons why a user may not be completing your funnel steps, such as dead clicks, or network errors. You can read more about this here.Â
If you aren’t seeing these type of issues to dig into, I would recommend starting off by watching a couple of user sessions to see what your user’s are doing after the complete step 1 (request) but not step 2 (submit).
You can do this by scrolling to the bottom of your funnel and changing the options in your Session Playlist filters:
Sometimes we find user’s take a different action to the one the funnel was expecting, so the filters for some of the steps may need to be updated. For example, you may find Step 1 isn’t always needed and users can jump straight to Step 2 by taking a different route or maybe the CSS selector is different on some pages so we’re not recognising the user completed a step.
You may see users are coming back and completing the next step at a later time, so I wanted to mention there is also a dropdown filter at the top of the funnel which determines if we’re looking for actions happening within the same session or across multiple sessions:
I’d start with watching back some sessions and seeing if the steps are configured to catch the right actions or if users are doing something you wouldn’t expect and then work out where to go from there.
Depending on your plan, you could create a segment (making use of the exclude filter option to exclude people who completed the action for step 2) and look at this group of user’s journey to see where they are going instead of the flow you’re expecting them to take.
Hopefully this helps give you an idea of what to try next but if you need any further help, let us know :-)
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