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Subject: Enhancement Request: Funnel Report Support for Matching Field Logic Across Steps (e.g., Case ID)

Description:

We would like to request an enhancement to the Funnel Report in Gainsight PX that would allow steps in a funnel to be logically linked by a matching field, such as an Object ID, to better reflect user journeys tied to specific objects.

Use Case:

In our product, users can create and manage multiple objects (called cases) simultaneously. Each case progresses through a defined workflow (e.g., Step 1 → Step 2 → Step 3). However, users often work on multiple cases in parallel, switching between them as needed.

Currently, the funnel report tracks user activity across steps without ensuring that those steps are tied to the same object instance. This leads to inaccurate funnel progression data, as a user may complete Step 1 on Case A, Step 2 on Case B, and Step 3 on Case C — which should not count as a valid funnel progression.

Proposed Enhancement:

Introduce a "Matching Field" configuration option for each funnel step that allows us to specify a field (e.g., Case_id) that must have the same value across all steps in a funnel instance. This would ensure that:

  • Funnel progression is only counted when a user performs all steps on the same object (e.g., the same case).
  • The report can track multiple funnel journeys per user, one per unique matching field value (e.g., one funnel per case).

Benefits:

  • Enables accurate tracking of object-specific workflows.
  • Supports more granular analysis of user behavior across multiple concurrent journeys.
  • Aligns funnel reporting with real-world usage patterns in products where users manage multiple entities.

Example Configuration:

  • Step 1: Custom Event case_created with attribute case_id
  • Step 2: Custom Event case_updated with attribute case_id
  • Step 3: Custom Event case_closed with attribute case_id
  • Matching Field: case_id (must match across all steps)

Thank you for considering this enhancement. We believe this would unlock powerful new use cases for funnel analysis in PX and better support products with object-based workflows.

Hi Ashton. I want to make sure I’m following the use case. The current funnel functionality lets you define funnel steps using raw custom events (as opposed to feature match events). In configuring those custom event steps, you can specify a value for any/all event properties. So that would let you build a funnel for Case A or Case C, for example.

Funnel step configured for a specific record ID

That matches the requirement described by the first 3 bullet points in your example config. You’d essentially be creating the matching field by applying it consistently across the event steps.

 

Otherwise a distinct matching field would have to work like a ‘group by’ function where a single query yielded multiple funnels, namely a funnel for each case id. Is that the idea?

Thanks ​@rschlette for the clarifying questions.


If I wanted to report on a single case ID at a time I could use the existing property filter, but I am looking to do this for 1000s of journeys. 

Rather than specifying the value that I want the field to be, I want to say that it needs to match the value provided in the previous step. I think your phrasing of “group by” is probably a good path to take. It says that a user may have lots of activity in the system (at seemingly random points) but if you group by the Object/Case ID then run the funnel it should clean up and show unique journeys for each. 

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