Analyze your Flows drop-off performanceUpdated 9 months ago
After you’ve built and published a Flow, you can use Analysis mode to evaluate the effectiveness of your Flow.
With Analysis, you can see what’s working well for shoppers during the Flow and identify areas where you can make helpful changes.
By addressing areas in the Flow where shoppers drop-off or create tickets, you can make meaningful improvements to help resolve common questions — and ultimately increase your number of automated interactions.
Requirements
- You must have an active Automate subscription
- You must have Admin or Lead permissions to see Flow Analysis
Open your Flow Analysis
You can find and access the Analysis for a Flow from the Automate Performance by Feature report in your Statistics. Alternatively, you can open a Flow in the Flow Builder then select Analysis.
- Go to Statistics
- Scroll down to Automate, then select the Performance by feature report
- Select Analyze Flow next to the Flow that you want to review
Filter Analysis results by date
Use the calendar to filter the results of your Flow’s Analysis by date. You can select dates based on when data for the latest version of the Flow is available.
Your date range may cover a period of time where you had a different version of the Flow published. When this happens, we only show data for the most recent version of the Flow.
How to read your Flow’s Analysis
Your Analysis always shows data for the latest version of the flow. Analysis data resets whenever you make a change to the Flow so you can always evaluate how the current state of the Flow performs.
If you’ve published your Flow in multiple languages, the Analysis includes data from the latest version of all published languages.
Overall Flow performance
Use the main Analysis stats to see how your Flow is performing overall. The overall Analysis shows cumulative stats for the entire flow, from beginning to end.
Here’s a breakdown of the stats for overall Flow performance:
| Stat | Description |
| Total starts | The total number of shoppers who started the Flow from the beginning |
| Automation rate | The % of shoppers whose inquiries the Flow resolved. This stat also includes the change in automation rate. For example, if your Analysis is filtered to 7 days, you can see the change in automation rate in comparison to the preceding 7 days. |
| Automated | The number of shoppers that completed the Flow and who are considered automated. This includes:
|
| Drop off | The total number of shoppers who started a Flow and left before reaching the end |
| Tickets created | The total number of shoppers who started a Flow and either:
|
Stats for Flow steps
Use the stats for each step card in the Flow to understand which steps shoppers select most frequently. You can also identify where shoppers drop-off and fail to continue with the Flow.
Steps with a high % of drop off may indicate an opportunity to revisit the step and make changes.
Here’s a breakdown of the stats for the individuals steps in a Flow:
| Stat | Description |
| View | the total number of times shoppers viewed the step (these are not unique views) |
| Drop off % | the percent of shoppers that reached the step and then left the Flow |
Stats for Flow ends
By looking at the end cards in your Flow, you can understand where shoppers frequently conclude and whether the end successfully resolved their inquiry.
In other words, did the branch of the Flow automate their interaction, or did they need additional support from a member of your team?
Here’s a breakdown of the stats for ends in a Flow:
| Stat | Description |
| Automated | The number of shoppers who reached the endpoint in the Flow and who are considered automated. This includes:
|
| Drop off | the % of shoppers who reached the endpoint and then either:
|
| Tickets | The total number of shoppers who reach the endpoint in the Flow and created a ticket. The shopper either:
|
