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:
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Event
|
Definition
|
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MESSAGE_IN
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Flow receives a message
Note: This can be either from a customer, a moderator, or an agent (use the originator_role to distinguish).
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MESSAGE_OUT
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A reply is sent back by the automation
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LANGUAGE
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A language is detected (present in the language field)
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COUNTRY
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A country is detected (present in the language field)
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EVENT_OPENING
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An opening event is triggered (only supported by certain channels)
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EVENT_BROADCAST
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A broadcast is triggered
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PROJECT
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A new Flow project has been created
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ORGANISATION
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A new Flow organisation is created
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INTERACTION_NEW
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When a new interaction is created
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INTERACTION_UPDATED
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An existing interaction is updated
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RESOLVED_BY_BOT
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An interaction is resolved by the automation
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RESOLVED_BY_AGENT
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An interaction has been resolved by an agent
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TAKEOVER
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A takeover/handover is applied to an existing interaction
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TAG_ADD
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A tag is applied to a user
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TAG_REMOVE
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A tag is removed from a user
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USER_NEW
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A new user is registered
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Specific for voice:
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Event
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Definition
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VOICE_CALL_DISCONNECT
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A call is disconnected
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VOICE_CALL_HANDOVER
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A handover is applied for a call
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VOICE_CALL_CONFERENCE_END
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A call ends
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VOICE_CALL_AGENT_JOIN
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An agent joins a call
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VOICE_CALL_HOLD_ON
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A call is put on hold
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VOICE_CALL_HOLD_OFF
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A call is put back from hold
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VOICE_CALL_AGENT_MUTE_ON
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An agent puts the call on mute
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VOICE_CALL_AGENT_MUTE_OFF
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An agent puts the call off mute
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Fields
|
Field
|
Description
|
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__time
|
Date in a UTC format
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agent_id
|
Flow project ID
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channel_id
|
Connected channel or source ID
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channel_name
|
Type of channel
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country
|
Two-letter identifier of the region
For example: us
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event_name
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Type of event
For example: MESSAGE_IN, TAKEOVER, USER_NEW, TAG_ADD
|
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language
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Two-letter language code
For example: en
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originator_role
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The originator’s role for the event
For example: SYSTEM, EXTERNAL, MODERATOR, etc.
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tag_name
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Name of the tag that is applied
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tag_value
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Value of the tag that is applied
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thread_id
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Conversational thread between the bot and the customer
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resolution
|
Reason of resolution
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attachment_event_name
|
Event name that is triggered
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timestamp
|
UNIX timestamp
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event_value
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Related Payload
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campaign_id
|
Broadcasted campaign
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care_conversation_id
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Care Conversation ID
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interaction_id
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Unique id for every interaction
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Brain events
The following events are with the brain events dimension when there is an interaction:
|
Event
|
Definition
|
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FLOW_TRIGGERED
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A specific flow is triggered
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UNKNOWN_TRIGGERED
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An unknown message is received
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SENTIMENT
|
AI estimated sentiment
Note: You can find the Sentiment value in the Sentiment field.
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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.
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Fields
|
Field
|
Description
|
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__time
|
Date in a UTC format
|
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agent_id
|
Flow project ID
|
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brain_name
|
AI model flowai for single language model
or
flowaiv2 for multilingual model
|
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channel_id
|
Connected channel or source ID
|
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channel_name
|
Type of channel
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event_name
|
Name of the event that is triggered
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flow_id
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Flow ID that is triggered
Note: This can change between versions
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flow_immutable_id
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Unique Flow ID that is triggered
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flow_name
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Name of the Flow that is triggered
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intent_id
|
Intent ID that is matched
Note: This can change between versions
|
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intent_immutable_id
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Unique intent ID that is matched
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intent_label
|
Name of the intent that is matched
|
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language
|
Two-letter language code
|
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query
|
The text utterance
|
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step_id
|
Unique step ID that is matched
|
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step_name
|
Name of the step that is matched
|
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step_type
|
Type of the step that is matched
For example EVENT, INTENT, ANYTHING, NOTHING, etc.
|
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thread_id
|
Conversational thread between the bot and the customer
|
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accuracy
|
AI confidence matched with an intent
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threshold
|
Confidence threshold used for matching the intent
|
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timestamp
|
UNIX timestamp
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