This webinar explains how to use Insights in Legl to review workflow performance, understand client behaviour, and make metric-driven improvements. It is designed for teams looking to optimise onboarding processes and improve completion rates.
What this covers
This guide summarises how to use Insights reporting to review and improve workflows, including:
Accessing Insights and Engage reporting
Understanding key workflow metrics (created, completed, completion rate)
Analysing workflow performance and client journey funnels
Identifying drop-offs and inefficiencies
Reviewing team activity and client experience metrics
Using data to streamline workflows and improve processes
How this works at a high level
Insights aggregates data from your workflows and presents it through reporting dashboards.
At a high level:
Workflow activity (creation, completion, review) is tracked automatically
Reports display performance metrics across workflows, teams, and clients
Filters (e.g. date, department, workflow type) allow you to segment data
You can analyse trends such as completion rates, drop-offs, and turnaround times
These insights help identify gaps in workflows, client experience, or internal processes
When you would use this
You would use Insights when:
Reviewing onboarding workflow performance
Identifying why workflows are not being completed
Investigating low completion rates (e.g. below ~70%)
Understanding client behaviour and response times
Preparing for audits or internal reviews
Streamlining workflows and removing unused processes
Identifying training needs within your team
Key things to be aware of
Important: Insights highlights trends and gaps, but improvements may require both workflow changes and internal process updates.
A gap between workflows created and completed may indicate client or internal issues
Low completion rates (e.g. below ~70%) should be reviewed and investigated
Large volumes of “Ready for review” statuses may indicate internal bottlenecks
Some trends (e.g. seasonal drops) may be expected and not require action
Data should be reviewed alongside your CMS/PMS for full context
Where to find this in Legl
To access Insights:
Go to Dashboard
Select Insights from the left-hand navigation
Open Engage Individuals (or Engage Business)
From here, you can view and filter reports.
Key Insights reports explained
Engage Individuals overview
Provides a high-level view of your workflows:
Workflows created vs completed
Completion rate (%)
Median days to completion
Workflow trends over time
Workflow status distribution
Use this to quickly identify gaps between creation and completion.
Workflow performance (scorecard)
Shows performance across each workflow:
Number created and completed
Completion rate per workflow
Median completion time
% completed within 24 hours
This helps identify underperforming workflows and areas for improvement.
Workflow funnel
Visualises the client journey:
Request created
Client engaged
Submitted
Reviewed
You can see drop-offs between each stage and identify where clients or internal teams are getting stuck.
Time to complete distribution
Shows how long workflows remain open:
Identify long-running requests (e.g. over 30 days)
Highlight quick completions (e.g. under 1 day)
Useful for data clean-up and improving turnaround times.
Stalled workflows
Highlights incomplete or long-running requests:
View individual workflows
See who created them and when
Identify workflows open for extended periods
This supports clean-up exercises and audit preparation.
Check types and steps
Breaks down usage of specific checks over time:
Tracks adoption of new features (e.g. Source of Funds, Proof of Address)
Shows completion rates by check type
Highlights gaps across departments
Team activity
Provides insight into internal performance:
Number of workflows per team member
Median review turnaround time
Activity by department
Use this to identify training opportunities or inefficiencies.
Client experience
Focuses on client behaviour:
Response times and completion times
% completed within 24 hours
Completion by day of week and time of day
Reminder effectiveness
This helps you optimise how and when you send requests.
Engage Business reporting
Provides reporting for company-level checks:
Number of company reports generated
Department usage
Sanctions screening activity
Review status tracking
Note: Business reports focus on company checks (e.g. sanctions, company reports), not individual onboarding steps.
Key things to be aware of
Important: Workflow optimisation may require both system changes and internal process improvements.
Clients may drop off due to technical challenges or unclear instructions
Internal delays often occur at the review stage
Reminder usage can significantly impact completion rates
Sending links outside Legl may reduce effectiveness of reminders
Regular clean-up of stalled workflows improves data quality