How to set up the funnels report and what information can you obtain from it?
In this article, you will learn how to use the funnels (filters) report, through which you will be able to visualize information related to the conversational flows of your project.
Estimated reading time: 08 minutes
The funnels report is used to represent the stages and processes of a flow. With this report, it is possible to understand, for example, the number of users redirected from a sales queue, among other metrics related to your bot and your business support.
To find it, go to the Dashboards window and then to the "Funnels" tab (Dashboards > Funnels). From there, you can create filters to obtain the required information.
How to set up the funnel report?
To begin, you need to create a filter capable of representing some kind of metric or data that you want to analyze. To do this, click on "new funnel" and a pop-up window will open, as shown below.
You should define a name and a description for the filter you are creating, so you can know what the results correspond to. After that, click on "add step" and decide which information/steps of the bot's support process will be analyzed.
The field “type” will vary depending on the selected option.
Field “type”
In this field, you can define what the funnel will check. The options are as follows:
- Executed intent: with this option, the funnel will aim at identifying intent metrics triggered at specific moments in the flow, bringing activation metrics based on the generated conversations.
- Regular expression: if you use regular expressions in any part of the bot´s flow, you can create a filter to retrieve metrics based on that expression´s use.
- Tags: refer to the metrics based on the use of tags in conversations.
- With the variable value: it is possible to define variables and filter by specific values that are stored in them, or by any value.
- With a message in the conversation: This is a very versatile filter since it is possible to define that the funnel shows metrics based on conversations containing a specific word, phrase, or text, making it possible to obtain campaign data when using a link or specific information.
This is an example of how the funnel will look after the configuration process:
In this example, we added 2 steps: the first one with the intent “starts with”, and the second with the intent “close conversation”. This way, the funnel will display the metrics of conversations moving from one intent to another (point "A" to point "B")
.
Note: you can define different steps for a more detailed analysis.
Types of matches
To further customize the funnel, you can specify whether the step being set up should be applied at the beginning, at the end, or during the flow. The possible types are: :
- Executed intent
- Regular expression
- With tag
- With a variable value
- With a message in the conversation
- With intent name
Below, you can see two examples with different types of coincidences.
Example 1:
Example 2:
Select the intent
By defining specific intents, you can get data on the users passing through and understand how many users stopped at a certain part of the flow, how many completed it, and other details about the bot.
.
After creating your funnels, simply select the funnel, the period you want, and the channels to check and click on "view report" to access the graphs and results:
Note: if you only wish to see how many new users apply to the selected filter, check the option “only new users”.
Example 1:
Example 2:
Is it possible to download reports?
Of course, it is. You can get the report data and see which steps the funnel is considering by clicking on "Download". A file will be generated in .tsv format (which you can open with the notepad or copy to a spreadsheet) with the requested funnel data.
Other practical uses of the funnel report
Considering that the funnel report allows you to customize the configuration of your conversational flows, you can apply it in the following cases:
- Sales conversion
- Leads conversion
- Marketing campaigns conversion
This way, you will be able to manage your marketing and communication strategy more dynamically and access historical and real-time data.
Now that you know how to use the funnels report, you will be able to gather customized information relevant to your business and keep working on continuously improving your conversational flows.
Remember to visit our Help Center for further information.