Guided Workflow Reporting

Updated 

7 days ago

The Guided Workflow Report offers insights into the usage of guided workflows, including counts of workflows executed, abandoned, completed, in progress, and the number of nodes executed. This information is segmented at the channel level for more granular analysis.

Business Use Cases

  • The Guided Workflow Report has significantly improved our ability to track and optimize agent workflows, helping us identify bottlenecks and streamline processes.

  • Having channel-level insights into workflow usage has allowed us to tailor experiences more effectively, resulting in better efficiency and higher customer satisfaction.

Dashboard Sections

This dashboard has one section, which is Guided Workflows Usage.

  • Guided Workflows Usage: Provides detailed insights into guided workflow usage, including the number of workflows executed, completed, abandoned, in progress, and the total nodes processed.

This section is divided into two different widgets:

Let's have a look at the various metrics:

Name

Description

GW execution Name

Name of the guided workflow.

Count of GW Executions

Total count of guided workflow process executed.

GW Abandoned

Measures count of guided workflows abandoned

GW Completed

Measures count of guided workflows completed i.e reached the last node.

GW Abandoned %

Measures % of guided workflows abandoned.

GW Completion %

Measures % of guided workflows completed.

GW in Progress

Measures count of guided workflows in progress.

GW in Progress %

Measures % of guided workflows in progress

GW Nodes Execution

Measures number of nodes which were executed.

Let's have a look at the various metrics:

Name

Description

Case Details

Associated case to the event, which includes the Case subject, Case ID and the Description.

GW Execution Name

Name of the guided workflow.

Asset ID

Indicates unique ID of asset on which the guided workflow was executed. It can be at a case, user or message level.

Case Creation Time

Indicates the time for when the case was created. This metric will not aggregate data of cases based on time interval.

Execution State

Current execution state of the guided workflow.

GW Execution Start Date

Start Time when the guided workflow execution was started.

GW Execution End Date

Start Time when the guided workflow execution ended.

GW Screen Reached

Name of the screen reached while executing guided workflow.

Count of GW Executions

Total count of guided workflow process executed.

GW Abandoned

Measures count of guided workflows abandoned.

GW Abandoned %

Measures % of guided workflows abandoned.

GW Completed

Measures count of guided workflows completed i.e reached the last node.

GW Completion %

Measures % of guided workflows completed.

GW in Progress

Measures count of guided workflows in progress.

GW in Progress %

Measures % of guided workflows in progress.

GW Nodes Executed

Measures number of nodes which were executed.

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