Flows Report

The Flows Report is a way to visualize the unique behaviour/journey of your chatbot. It is represented by a sankey diagram where the width of each individual conversation path is directly proportional to the flow rate.

Configuration

• Steps - the selected stages of your bot’s conversation history. Each Step is essentially applying a specific constraint to your messages to identify a stage of a journey you may want to track.
  • Filter Definition - A filter definition adds a Step where a filter selects a subset of your bot’s data determined by specific constraints. You can find the list of possible step filter definitions in the Glossary section below.
  • Steps Before/After - You can select a certain # of immediate steps before and steps after that step to track. A step before shows all connected events that occur exactly 1 step before the selected filtered step. A step after shows all connected events that occur exactly 1 step after the selected filtered step.
• Filter - An aggregate/global filtering of the message data contained within the “Steps” you defined previously. You can find the list of possible filters in the Glossary section below.

Output

The output is a flow or sankey diagram showing the specific behavior/journey of your chatbot you want to track based on the steps & filters you have defined previously.

• Node - Each node in the graph is an intent, which represents all of the messages matching to that intent for a given step
• Paths - Hovering over a specific path allows to you see the flow rate for the two connected nodes as well as the number of messages that correspond to that given path
• Transcripts - You can access transcripts for an individual conversation path by clicking the ellipses located at each intent.
• Adding Steps - You can add a step by clicking the + sign located near the top corners of the output
• Removing Steps - You can remove a step by clicking on an individual arrow located next to the Step.
• Accessing Transcripts - By clicking on the ellipses (...) to the right of each node and clicking on “Transcripts” you can access the associated transcripts for that given path.

Use Cases

The following are a few popular use cases to explain how you might use Flows Report to answer common questions regarding your data:

Demo video on using the Flows Report to identify how the user journey of your chatbot from point A to point B

• Use Case 1: Measure how users make it from point A to point B in the conversation
  • Use Conversation Paths to identify patterns/trends at a high level, then transition to Flows to be able to answer specific questions identified from the Conversation Paths
• Use Case 2: Tracking all steps that led to an NotHandled Intent
  • 1 - Steps before A
  • Filter Definition: where Intent in NotHandled
  • 1 - Step after A
  • Be able to see which intents directly lead to your users triggering the NotHandled intent
• Use Case 3: Tracking the first steps in the conversation
  • 0 - Steps before A
  • Filter Definition: where Incoming incoming
  • 2 - Steps after A
  • Be able to track all intents sent from your users for the first 3 steps and the conversation path for each. Identify the transcripts for the NotHandled intent and identify ways to improve bot responses

Glossary