Results and analytics

Results: one flow's answers, like a survey

Results shows one flow's answers over a range of days (the last 30 by default). Pick the flow at the top.

• Summary adds the answers up: how many shoppers were called, answered and completed, the average talk time, how the calls ended, and one card per question with a bar for each answer.
• Responses is the table: one row per shopper, with the outcome and their answers in columns. Filter it, save the views you use often, choose which questions to show, and export to CSV. Select a row to open its call, with the recording and transcript.

For Order verification at Halden:

See Read results and Export.

Analytics: the trends

Analytics adds every flow's runs up over time, or one flow's:

• The numbers: shoppers called, answered, completed, and how each compares with the days before.
• Shoppers a day, by outcome: for example, how many COD orders were confirmed, changed or cancelled each day.
• Succeeded and failed: calls that ended with an outcome, against calls that failed.
• Outcomes: each outcome's share and talk time.
• Languages heard on your calls.

How shoppers answered each question lives on Results, where Analytics links to it.

Use analytics to decide what to change in a flow, then measure whether the change helped. See Improve a flow.

Measuring what a call saved

RowCall knows the outcome of the call. Your store knows what happened next: the order was delivered, the cart was paid, the return was avoided. Join the two in your own reports with the run id, or with your own order id sent in the run's metadata, to see what each flow saves. Flows you can run says what to measure for each use case.

Next stepFlows you can run

Pick the flow to start with.