Flow Analytics

Journeys

Journeys can record the usage of the assistant functions / flows. It answers questions like: what functions are being used, how successful are they, and how far through my flow did the user get?

Measurements

Measurements are used to create user-defined metrics about the operation of an assistant, they are defined in flow using the Record Measurement action.

Measurement results are shown on the analytics page of the assistant. Examples of what can be achieved are:

1. Record customer satisfaction.
2. Record which part of the assistant is used, by recording the user's journey through flow.
3. Record the forms being raised and whether users complete them.
4. Record how many times you hand off to a Customer service representative.

Record User Activity

The Record User Activity flow action gives you the ability to add an event that will show on a user’s activity list / recent activity feed. The action takes the following three inputs:

1. Entry Text: A description of the activity that the user was performing; for example: "Submitted server down form". You can also include variables to make the text dynamic. The text entered will show in the user's recent activity feed within the workspace.
2. Category: This is the type of activity that has been performed; for example: "SupportFormSubmitted". Tenjin already records "BadgeAchieved" and "OpenQuestion" activities automatically whenever a badge is achieved, a user creates / suggests an answer to a question, or asks a question / provides an answer within Expert Assist.
3. Correlation ID: This optional value is the ID of the record associated with the activity; for example: the ID of a support ticket the user submitted, or an internal form ID. The user will see any activities for the same Category and Correlation ID as related activities in their recent activity feed. If no Correlation ID is included, activities with the same Category name without a Correlation ID will be considered related.

Get Transcript

The Get Transcript flow action returns one or more historical messages from the user's current session, the number of which is entered in the flow action. We would recommend entering less than 100 for the number of historical messages.

The output contains messages shared by the assistant and user, and the specific fields returned are summarised below:

• Role: The person that sent the message, the values will usually be assistant or user.
• Content: The message sent.
• DateTime: The date and time the message was sent. All dates are in UTC (Coordinated Universal Time) format.