This article explains definitions for all the Flow metrics captured in Flow Analytics.
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.
Analytic events are separated into two dimensions: Thread and Brain 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 |
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 |
This article explains definitions for all the Flow metrics captured in Flow Analytics.
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.
Analytic events are separated into two dimensions: Thread and Brain 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 |
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 |
This article explains definitions for all the Flow metrics captured in Flow Analytics.
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.
Analytic events are separated into two dimensions: Thread and Brain 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 |
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 |