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Flow Analytics metrics and definitions

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

Fields

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.

Fields

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



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

Fields

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.

Fields

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



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

Fields

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.

Fields

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



Version history
Last update:
a month ago
Updated by:
Contributors