Workflow Intelligence Overview

Workflow Intelligence is a Workforce solution for end-to-end process analysis. It provides a process-oriented view of all digital activity associated with a single unit of work, such as a support ticket, a procurement request, or a security investigation, even when that work spans many different applications.

Most analytics tools can tell you how people use an individual application. Workflow Intelligence closes the visibility gap in complex, multi-agent processes—including the manual friction, app-switching, and data-entry bottlenecks that are otherwise invisible. If you are responsible for improving how work gets done across your team's tech stack, it helps you quantify the return on process investments and move the metrics that matter most—like Average Handle Time (AHT), Customer Satisfaction (CSAT), and Service Level Agreement (SLA) compliance—so you can prove the impact of changes like new tooling and AI.

This article covers the following:

• Ask, Adhere, and Measure
• What makes a trackable workflow
• Preparing for Workflow Intelligence
• Frequently Asked Questions

Ask, Adhere, and Measure

The Workflow Intelligence interface is organized into three panels that map to the three questions you ask about a process. Understanding this model makes the rest of the product easier to navigate.

• Ask (left panel): Frame and scope a question about how your team performs across a series of applications, such as "How effectively is my team handling tickets in Zendesk?" You scope that question here using filters for employee, activity, and time range.
• Adhere (center canvas): The large canvas visualizes how well your team follows the process you intend for them to use. It naturally draws attention, but it is an exploration tool—a way to investigate which patterns help or hurt your results—rather than the end goal.
• Measure (right panel): A key process metric the team cares about, such as Average Handle Time or Mean Time to Resolve. The specific label varies by team, but this is the number that measures the health of the process.

The core loop is simple: you Ask a question and see how it is Measured, then you make a process improvement and watch the measurement change. The canvas is how you explore what moves that number.

What makes a trackable workflow

Workflow Intelligence is focused on the process itself. For a process to be trackable as a workflow, three things need to be true. It is helpful to think of a workflow as a bounded task.

• A start: a defined point where the work begins.
• A finish: a defined point where the work is considered complete.
• A unifying identifier: a value that links the start through the finish and every tool the work touches in between.

That unifying identifier is a WorkflowID, a unique process identifier extracted from a tracked app's URL. Workflows such as support ticket management, procurement cycles, and SOC investigations all fit this pattern.

Preparing for Workflow Intelligence

Before you can analyze workflows, the following must be in place:

• The Workforce browser extension is deployed to employee devices.
• Employees are identified, since under default settings no sessions are captured until a user is identified.
• The applications you want to track are configured in Workforce.
• WorkflowIDs are enabled for the apps you want to analyze.

From there, the remaining articles in this section walk through how to use Workflow Intelligence.

• Workflow Identifiers (WorkflowIDs): Learn what WorkflowIDs are, which apps are supported out of the box, and how to request additional identifiers.
• Analyzing Workflows: Explore Total Organization Effort, individual instances, the basket-of-pages model, cross-domain session replay, and the inefficiency signals that reveal automation opportunities.
• Key Activities in Workflows: Add Defined Events as Key Activities to measure Mean Time to Complete, attribute active time across apps, and compare process paths.

Frequently Asked Questions

Do I need Key Activities to get value from Workflow Intelligence?

No. Even without Key Activities, you can measure Total Organization Effort for a process and review individual instances of work. Adding Key Activities enriches the analysis by mapping the specific steps of your process onto the workflow.

How is Workflow Intelligence different from Fullstory Analytics?

Fullstory Analytics is organized around sessions in a single application. Workflow Intelligence is organized around a process that spans applications, tied together by a WorkflowID. Instead of sessions, it works from a "basket of pages" related to each unit of work. See Analyzing Workflows for details.