Funnels tab
Summarize
Summary of Funnels tab
The Funnels tab offers cumulative filtering of conversation flows within Virtual Agent interactions, allowing you to evaluate the effectiveness of these flows. Funnels apply up to 10 sequential filtering steps, each refining the user data from the previous step, helping you pinpoint user behavior and flow performance. Metrics display the number and percentage of users at each step, including those who proceed, drop off, or complete the conversation flow, highlighting where users disengage.
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Note that Funnels functionality is available only to users who had funnels created before upgrading to the new dashboard. While existing funnels can be viewed and edited, creation of new funnels is no longer supported.
How Funnels Work
- Field: The element evaluated at each step.
- Operator: Contextual operators based on the selected field.
- Value: A context-sensitive entry or selection matching the field.
When running a funnel for a date range, you get detailed metrics such as user counts and percentages who interacted, moved forward, dropped off, or completed the flow, enabling precise analysis of conversation efficiency.
Use Case Example
Consider an admin monitoring how users interact with a Virtual Agent conversation flow for software access. A funnel might filter users who:
- Engaged with the Software Access topic.
- Requested drive access in a specific conversational node.
- Requested transfer to a live agent.
This layered filtering provides clear insight into user progression and drop-off points within the flow.
Metrics and Benefits
Funnels provide actionable metrics to identify how many users participate at each step and where improvements can be made to enhance Virtual Agent interactions. Additionally, Funnels enable comparison of current and previous conversation flows over equivalent date ranges, helping track increases or decreases in user engagement through all steps.
These insights empower you to optimize conversation flows for better user experience and more effective virtual agent performance.
Funnels provide cumulative filtering of conversation flows. Using funnels, you can identify whether your conversation flows are performing effectively when users chat with Virtual Agent.
Funnels demo Watch this video for an overview of Funnels.
Overview of funnels
Funnels filter conversation flows using steps that are defined when a user creates the funnel.
A funnel can contain up to 10 filtering steps for a conversation flow. Each subsequent step further refines the results from the previous step. This type of cumulative filtering helps you to easily narrow down on the data of interest at each step of the conversation flow.
- The percentage and number of users who have used the specified conversation flow.
- The percentage and number of users who proceeded to the next conversation step specified in the funnel.
- The percentage of users who dropped off at a particular conversation step.
- The percentage and number of users who completed all specified conversation steps in the flow.
- The biggest drop-off point or step where users left the conversation flow.
- Field: The item on which the step is evaluated.
- Operator: A list of operators that is contextually generated based on the selected field.
- Value: A text entry field or a list that is contextually generated based on the selected field.
Use case for funnels
- What percentage or number of users have interacted with Virtual Agent.
- Out of the users who interacted with Virtual Agent, what percentage or number of users have followed a specific node in the topic during the conversation.
- Out of the users who used the specific node, what number of users requested for a transfer to a live agent.
- Step 1 fetches users who have followed the Software Access topic while interacting with the Virtual Agent.
- Out of the retrieved users from step 1, step 2 fetches users who requested for a drive access in the Drive Flow Executed node.
- Out of the retrieved users from step 2, step 3 fetches users who requested transferring to a live agent.
Metrics for funnels
Using Funnels, you can easily filter conversation flows and get information as metrics. Metrics indicate what percentage or number of users are active at each step of the conversation flow.
You can improve the conversation flows based on the performance metrics derived from using funnels. The metrics help identify opportunities for improving conversation flows so that Virtual Agent can handle your user queries better.