Bots (Chat Flow)
You get access to the following Chat Flow reports in the Clickatell Portal:
These reports can be downloaded as PDFs. If any filters were applied, only the filtered results are exported.
Where applicable, view Definitions for terms used in the reports via the button in the top right.
Full Analytics
This report provides a full view of the user's Chat Flow data over different periods.
Use the buttons at the top to switch between the General and Flow Feature views.
General Report
At the top of the report, various metrics summarize how Chat Flow is performing.
Metrics include:
Total interactions and total sessions
Total number of active, new, and returning users
Top flow by interactions and by sessions
Top channel by interactions and by sessions
Top keyword used
Scrolling down, you'll find graphical representations of your data.
Flow Feature Report
The Flow Feature report provides an in-depth view of the flow features you've set up in Chat Flow (Clickatell will help you set these up using your data collections).
Flow features let you map customer journeys from initial contact to final outcome or transaction. For example, a series of steps in a flow for checking in to a flight can be grouped as a "CheckInStart" feature and tracked for drop-offs, successes, failures, or the number of users that visited that step.
This type of journey mapping offers deep insight into your customers' behavior and how they move through your workflows, which flows are used most, and where the drop-off rates are the largest.
At the top of the report, various metrics summarize your flow features.
Scrolling down, you'll find graphical representations of your data.
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