---
title: "Avg. Time on Step"
slug: "avg-time-on-step"
updated: 2025-08-14T07:58:25Z
published: 2025-08-14T07:58:25Z
canonical: "help.csgi.com/avg-time-on-step"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.csgi.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Avg. Time on Step

The Avg. Time on Step card highlights the journey step where users spend the longest average time within the last 30 days. High average times may indicate friction, confusion, or a complex process that could benefit from simplification. This card is useful for:

- Identifying bottlenecks in user journeys
- Prioritizing steps for process or UX improvement
- Detecting stages where users need more guidance

The card supports three views: Focused, Detailed, and Contextual.

### Focused View

The Focused View displays the single step with the highest average time spent in the last 30 days. It displays:

- **Step Name** - Name of the step with the highest average time
- **Profiles** - Number of unique users who reached the step
- **Average Time** - Displayed in hours/minutes

![](https://cdn.document360.io/c578bb14-e570-4b6e-93ed-f6c5b8a2d8a1/Images/Documentation/2.png?sv=2026-02-06&spr=https&st=2026-10-26T13%3A29%3A01Z&se=2026-10-26T14%3A29%3A01Z&sr=c&sp=r&sig=t15nFNylDFN%2BJkz0gbKys31eJJNOMXtyfZnUZH7oKos%3D)

**For Example**: First Buy - New User End - 1 profile - 24 hours

This means one unique user spent an average of 24 hours on this step, which may signal a significant delay or blockage.

### Detailed view

The Detailed View expands the insight into a ranked list, allowing you to compare multiple steps. It displays a table with two columns:

- **Step Name** - Name of the journey step
- **Profiles** and **Time** - Number of unique users (profiles) who reached the step and the average time spent (in hours/minutes)

![](https://cdn.document360.io/c578bb14-e570-4b6e-93ed-f6c5b8a2d8a1/Images/Documentation/6.png?sv=2026-02-06&spr=https&st=2026-10-26T13%3A29%3A01Z&se=2026-10-26T14%3A29%3A01Z&sr=c&sp=r&sig=t15nFNylDFN%2BJkz0gbKys31eJJNOMXtyfZnUZH7oKos%3D)

#### Steps Order

- Steps are displayed in descending order from top to bottom, starting with the longest average time at the top.
- This ordering ensures the steps with the highest friction appear first.

| Step Name | Profiles | Time |
| --- | --- | --- |
| First Buy - New User End | 1 | 24 Hours |
| Purchase | 2 | 1 Min |
| Products Page | 3 | 1 Min |
| First Buy - New User Start | 3 | 1 Min |
| Categories View | 2 | 1 Min |

### Contextual View

The Contextual View provides a plain-language summary explaining why this insight matters. It displays a narrative message that dynamically updates with the **step name** and **average time**.

![](https://cdn.document360.io/c578bb14-e570-4b6e-93ed-f6c5b8a2d8a1/Images/Documentation/12.png?sv=2026-02-06&spr=https&st=2026-10-26T13%3A29%3A01Z&se=2026-10-26T14%3A29%3A01Z&sr=c&sp=r&sig=t15nFNylDFN%2BJkz0gbKys31eJJNOMXtyfZnUZH7oKos%3D)

**For Example**: When customers spend longer than expected on a step, it may point to friction or confusion. The longest average time is on **First Buy - New User End**, with users spending **24 hours** on it. We calculate this as the total time spent on a step, divided by the number of unique users who reached it.

> ![Note](https://cdn.document360.io/c578bb14-e570-4b6e-93ed-f6c5b8a2d8a1/Images/Documentation/Note.png?sv=2026-02-06&spr=https&st=2026-10-26T13%3A29%3A01Z&se=2026-10-26T14%3A29%3A01Z&sr=c&sp=r&sig=t15nFNylDFN%2BJkz0gbKys31eJJNOMXtyfZnUZH7oKos%3D)
> 
> In the UI, **First buy - New user End** and **24 Hours** are dynamic fields that change depending on the data.

### Key Points to Remember

- This card always shows the single longest step in the Focused View.
- The [Detailed View](/cx/docs/avg-time-on-step#detailed-view) helps you compare multiple long-duration steps.
- [Contextual View](/cx/docs/avg-time-on-step#contextual-view) makes the insight easy to understand for all audiences.
- High times may indicate necessary but lengthy steps (For Example: Waiting for approval) or avoidable delays (For Example: Unclear instructions).
- Combine with [Step Stall Rate](/cx/docs/step-stall-rate) and [Step Repeat Rate](/cx/docs/step-repeat-rate) to determine if delays are active pauses or repeated attempts.