Flow Analytics metrics and definitions
This article explains definitions for all the Flow metrics captured in Flow Analytics.
Flow Metrics
Flow analytics captures events that take place during user interaction with a chatbot. With each reported event, you can find an agent_id and thread_id. The agent_id relates to the Flow project and the thread_id relates to the interaction with a customer.
When considering the Flow event metrics like interaction, handover or resolve, you might see small variants in the reported numbers; this is expected when you compare a metric for a specific period. Sometimes a user interaction can span a longer period than you are currently looking at, ensure that you are considering the correct timeframe.
Flow Analytics Dimensions
Analytic events are separated into two dimensions: Thread and Brain events.
Thread events
The following events are tagged with the thread events dimension when there is an interaction:
| Event | Definition |
|---|---|
| MESSAGE_IN | Flow receives a message Note: This can be either from a customer, a moderator, or an agent (use the originator_role to distinguish). |
| MESSAGE_OUT | A reply is sent back by the automation |
| LANGUAGE | A language is detected (present in the language field) |
| COUNTRY | A country is detected (present in the language field) |
| EVENT_OPENING | An opening event is triggered (only supported by certain channels) |
| EVENT_BROADCAST | A broadcast is triggered |
| PROJECT | A new Flow project has been created |
| ORGANISATION | A new Flow organisation is created |
| INTERACTION_NEW | When a new interaction is created |
| INTERACTION_UPDATED | An existing interaction is updated |
| RESOLVED_BY_BOT | An interaction is resolved by the automation |
| RESOLVED_BY_AGENT | An interaction has been resolved by an agent |
| TAKEOVER | A takeover/handover is applied to an existing interaction |
| TAG_ADD | A tag is applied to a user |
| TAG_REMOVE | A tag is removed from a user |
| USER_NEW | A new user is registered |
Specific for voice:
| Event | Definition |
|---|---|
| VOICE_CALL_DISCONNECT | A call is disconnected |
| VOICE_CALL_HANDOVER | A handover is applied for a call |
| VOICE_CALL_CONFERENCE_END | A call ends |
| VOICE_CALL_AGENT_JOIN | An agent joins a call |
| VOICE_CALL_HOLD_ON | A call is put on hold |
| VOICE_CALL_HOLD_OFF | A call is put back from hold |
| VOICE_CALL_AGENT_MUTE_ON | An agent puts the call on mute |
| VOICE_CALL_AGENT_MUTE_OFF | An agent puts the call off mute |
| Field | Description |
|---|---|
| _time | Date in a UTC format |
| agent_id | Flow project ID |
| channel_id | Connected channel or source ID |
| channel_name | Type of channel |
| country | Two-letter identifier of the region For example: us |
| event_name | Type of event For example: MESSAGE_IN, TAKEOVER, USER_NEW, TAG_ADD |
| language | Two-letter language code For example: en |
| originator_role | The originator’s role for the event For example: SYSTEM, EXTERNAL, MODERATOR, etc. |
| tag_name | Name of the tag that is applied |
| tag_value | Value of the tag that is applied |
| thread_id | Conversational thread between the bot and the customer |
| resolution | Reason of resolution |
| attachment_event_name | Event name that is triggered |
| timestamp | UNIX timestamp |
| event_value | Related Payload |
| campaign_id | Broadcasted campaign |
| care_conversation_id | Care Conversation ID |
| interaction_id | Unique id for every interaction |
Brain events
The following events are with the brain events dimension when there is an interaction:
| Event | Definition |
|---|---|
| FLOW_TRIGGERED | A specific flow is triggered |
| UNKNOWN_TRIGGERED | An unknown message is received |
| SENTIMENT | AI estimated sentiment Note: You can find the Sentiment value in the Sentiment field. |
| TAG_CREATED | Old form of tags for thread params. Note: You can find usage of it inside of text replies in the Advanced section in the right sidebar. |
| Field | Description |
|---|---|
| _time | Date in a UTC format |
| agent_id | Flow project ID |
| brain_name | AI model flowai for single language model or flowaiv2 for multilingual model |
| channel_id | Connected channel or source ID |
| channel_name | Type of channel |
| event_name | Name of the event that is triggered |
| flow_id | Flow ID that is triggered Note: This can change between versions |
| flow_immutable_id | Unique Flow ID that is triggered |
| flow_name | Name of the Flow that is triggered |
| intent_id | Intent ID that is matched Note: This can change between versions |
| intent_immutable_id | Unique intent ID that is matched |
| intent_label | Name of the intent that is matched |
| language | Two-letter language code |
| query | The text utterance |
| step_id | Unique step ID that is matched |
| step_name | Name of the step that is matched |
| step_type | Type of the step that is matched For example EVENT, INTENT, ANYTHING, NOTHING, etc. |
| thread_id | Conversational thread between the bot and the customer |
| accuracy | AI confidence matched with an intent |
| threshold | Confidence threshold used for matching the intent |
| timestamp | UNIX timestamp |
Updated 9 months ago