Workflow Statistics
Analyse how many customers resolve issues via workflow and what issues are escalated to an agent. You can also download and use the data.
You will be able to track the paths customers take from the start to the end of a workflow. Each time you publish after the initial publication, it will be saved as a different version.
In the Step Analysis screen, you can directly review the details of each step. The customer view for the selected step can be previewed on the left side of the screen.
You can expand and collapse steps. To move to the next step, simply click on the circular number. The numbers correspond to the number of response buttons available. You'll be able to see what choices customers make at each step.
Views: The number of times customers have moved to that step.
Drop-offs: The number of customers who exited without proceeding to the next step.
Red Numbers: The percentage of customers who dropped off at that step.
Customers who started a modular workflow and did not return to the main workflow.
Customers who left during a consultation with ALF.
Customers who left the site without leaving a message in the message input box.
Customers who closed the ChannelTalk window.
View
The number of views at steps where a connection to a manager is available.The total views at these steps = Connect to a manager + End Workflow + Drop-offs.
Connect to chat
This feature is only available when triggered by 'When starting a chat via Channel Talk'.
Drop-offs
Drop-offs = The number of view in the step with 'Connect to chat' - (Sum of views in next steps + End Workflow)
Red Numbers: This indicate the percentage of customers who dropped off at that specific step.
The workflow modules that have been triggered are displayed in a list, sorted in the order they were configured.
Clicking on a name in the list will take you to the step analysis of the corresponding workflow module.
When you navigate, the "Connected Workflows" section in the top right will automatically filter and display the current workflow.
At this point, the step analysis version on the left is not selected, so if you want to review previous versions, please reset the publish date.
The progress made within a workflow module can be reviewed by navigating to the step analysis of that specific workflow.
Next Step: If the workflow involves moving to a module and then returning to the original workflow, the next step is executed upon returning.
If the workflow module is the final step, there are no further steps to proceed to.
Drop-offs: If there is a next step available, any instances where the next step is not reached are counted as drop-offs.
It has a distinct border color to differentiate it from other steps. ALF can only be used as the final action in a workflow, so the default display shows workflow completion, with drop-offs indicated depending on whether the customer exited before completion.
The "Helpful" button does not trigger a step transition, so it will not be reflected in the step analysis as a view.
If a chat was connected through the "Not Helpful" button or customer clicks the button to connect to chat, it will be displayed as 'Connect to chat'.
The steps connected to each branch are displayed in a list, showing the number of views for each step reached through the respective branch.
Tips for setting
Naming steps in detail makes it easier to identify which steps are connected later. Step names can be up to 64 characters long.
e.g. ‘Branch 1 - Customers within 90 days’
Set buttons are displayed in a list within the step, showing the number of views and drop-offs for each button.
Once a workflow is published, it is managed as a new version. You can select the desired version from 'Step Analysis Version' to view the analysis for that version.
The figures shown in the step analysis are based on the records from the selected version.
For modular workflow, you can view the step analysis according to the connected workflows. Select the workflow you want to view from 'Connected Workflows' on the right.
If the workflow is set as outbound workflow, you can see which marketing it is linked to. (→ Go to Outbound Workflow Guide)
You can observe the trends from the start to the end of a workflow over the set period.
'Connect to chat' are only provided in workflows where the trigger is 'When starting a chat via Channel Talk.'
Explanation of terms in statistics summary
Start: The number of times the workflow was triggered.
End: The number of times the workflow reached the step marked as the end of workflow.
Connect to Chat: The number of times the workflow was triggered by 'Starting a chat via Channel Talk'.
You can check the transition rate for each step.
The % shown at each step is the transition rate from the start of workflow.
You can hover over the icon to see the transition rate as well.
Hover over the line graph to see the number and rate for each date.
In the upper-right corner of the statistics graph, you can filter by date and set the figures to be shown in the graph.
Clicking 'View chat List' at the bottom shows the list of chat that started through the workflow.
The 'View chat list' feature is only available when the workflow trigger is 'Starting a chat via Channel Talk'
Use workflow statistics data to manage consultations more efficiently.
Only managers with Download data permissions can download the data.
The download history for each member is recorded, and the channel owner can view it for up to one year.
Select the workflow for which you want to check the statistics from the list.
Click the three-dot button in the upper-right corner → select [Download statistics].
Enter the reason for downloading the data and set a file password. (If you lose the password after downloading, you won’t be able to open the file. Please download it again.)
It may take a few minutes to download the file.
If you want to check data for multiple workflows, you can download them all at once by [selecting multiple workflows > Actions > Download Statistics]. The data from multiple workflows will be combined into one Excel file.
Workflow data is downloaded for the entire period it has been active, regardless of the period settings.
Sheet Names | Description |
|---|---|
Workflow data | Basic information for the selected workflow |
Workflow Revisions data | Information for each version republished after step modifications |
Workflow Path Stats data | Customer entry numbers for each path in the scenario |
Workflow Daily Stats data | Daily chat information during the set period |
Workflow data sheet
Data Values | Descriptions | Note |
|---|---|---|
workflowId | Unique ID of the workflow | |
createdAt | Workflow creation date | |
name | Workflow name | |
start | Workflow start count | |
end | Workflow end count | |
chatOpen | Number of chat opened |
|
Workflow Revisions data sheet
Data Values | Descriptions | Note |
|---|---|---|
WorkflowId | Unique ID of the workflow | |
RevisionId | ID assigned each time the workflow is re-published after modification | |
createdAt | Time when each version of the workflow was re-published | |
title | Title entered in the version memo | Can be entered and viewed from the upcoming release of Step Analysis. |
description | Description entered in the version memo | Can be entered and viewed from the upcoming release of Step Analysis. |
sections | Step names |
Workflow Path Stats data sheet
Data Values | Descriptions | Note |
|---|---|---|
workflowId | Unique ID of the workflow | |
revisionId | ID assigned each time the workflow is published after revision. | |
sectionPath | Records of workflow path sections activated by customers for each version. | |
view | Number of times executed. | |
end | Number of times ended. | |
chatOpen | Number of chats opened. | Counted only when the trigger is 'When starting a chat via the Channel Talk' |
Workflow Daily Stats data sheet
Data Values | Descriptions | Note |
|---|---|---|
workflowId | Unique ID of the workflow | |
revisionId | ID assigned each time the workflow is published after revision. | |
date | Date the data was collected. | Workflow execution and end data are split based on the actual day (e.g., a workflow started on 8/8 and ended on 8/9 → It will show "view" data on 8/8 and "end" data on 8/9). |
view | Number of workflow starts for that specific date. | |
end | Number of workflow ends for that specific date. | |
chatOpen | Number of chats opened for that specific date | Counted only when the trigger is 'When starting a chat via the Channel Tal |
Workflow data is downloaded for the entire operational period, regardless of any date filters applied.
Name of sheet | Descriptions |
|---|---|
Workflow Form Submit data | Information about the contents of submitted forms |
Workflow Revisions data | Revision data that show when the workflow was republished |
User data | Information about customers who submitted forms |
Workflow Form Submit data sheet
Data values | Descriptions |
|---|---|
workflowId | Unique ID of the workflow |
revisionId | ID assigned when the workflow is published after revision |
sectionId | Sequence number of each workflow step |
userId | Unique ID of the customer |
submittedAt | Time when the workflow form was submitted |
inputBindingKey | Data value saved in the customer's profile |
inputLabel | Questions in the workflow input form |
inputValue | Customer responses to the input form questions |
Workflow Revisions Data Sheet: This sheet shows the same data as the statistics download.
User Data: Same as the User Data in the chat statistics download.
Why are step analysis statistics tracked by publish history?
Even minor changes to workflow steps or content may influence customer behavior, so performance is measured from the time of republishing.
Can step analysis be viewed by specific dates?
Currently, date-specific step analysis isn't available, but this feature may be considered for future updates.