As Dialogue Trees become available as a task type in AI Agent Studio, monitoring their performance is essential to understanding customer journeys and identifying opportunities for improvement. The Process Execution Analytics dataset in Care Reporting provides detailed insights into Dialogue Tree executions, helping you evaluate flow effectiveness, customer outcomes, and operational efficiency.

View Dialogue Tree Analytics

The Process Execution Analytics dataset captures execution-level information for Dialogue Trees, enabling you to analyse how conversational flows perform across customer interactions.

Using these insights, you can identify patterns such as frequent timeouts, fallback events, or agent escalations, helping you optimise conversation flows and improve the customer experience.

Available Reporting Dimensions and Metrics

The following fields are available for Dialogue Tree reporting:

Process Definition

Identifies the Dialogue Tree associated with a process execution.

Total Process Executions

Displays the total number of times a Dialogue Tree has been triggered.

Case Number

Links each process execution to its corresponding customer case for detailed analysis.

End Activity

Displays the final node reached during the Dialogue Tree execution, helping identify where customers exit or abandon a flow.

Conversation State

Shows the outcome of the Dialogue Tree execution, such as:

• Successful Completion
• Timeout
• Fallback
• Agent Escalation

These insights help you understand how customers progress through conversation paths and where potential friction points exist.

Use Dialogue Tree Analytics to Optimise Flows

Process Execution Analytics helps you evaluate the performance of individual Dialogue Trees and identify areas for improvement.

For example:

• A high number of Timeout events may indicate that customers require additional guidance or that response windows need adjustment.
• Frequent Fallback occurrences can highlight gaps in intent coverage or conversation logic.
• Increased Agent Escalations may suggest opportunities to enhance automation within the flow.

By analysing these trends, you can make targeted improvements to increase completion rates, reduce customer effort, and improve overall conversation quality.