{"id":18136,"date":"2019-02-20T08:56:26","date_gmt":"2019-02-20T08:56:26","guid":{"rendered":"\/docs\/bots\/bot-builder\/conversation-flow\/"},"modified":"2023-03-23T11:17:52","modified_gmt":"2023-03-23T11:17:52","slug":"conversation-flow","status":"publish","type":"post","link":"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/analyzing-your-bot\/conversation-flow\/","title":{"rendered":"Conversation Flows"},"content":{"rendered":"<section class=\"l-section wpb_row height_auto\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row type_default valign_top\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\">\r\n\t<div class=\"wpb_text_column \">\r\n\t\t<div class=\"wpb_wrapper\">\r\n\t\t\t<p><strong>Conversation Flows<\/strong> is a visual representation of the user journeys. The user interactions with the virtual assistants are analyzed by the platform to provide insights into the commonly used intents, paths traversed, and the drop-off points.<\/p>\n<table style=\"width: 100%;border-collapse: collapse;background-color: #fffbea\">\n<tbody>\n<tr>\n<td style=\"width: 100%\"><strong>Note<\/strong>: The Conversation Flow feature is available only for the Published Bots.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n\r\n\t<div class=\"wpb_text_column \">\r\n\t\t<div class=\"wpb_wrapper\">\r\n\t\t\t<p><span style=\"font-weight: 400\">The Conversation Flows provides the following views:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><strong>Intents Flow<\/strong><span style=\"font-weight: 400\">: This view provides an <\/span><span style=\"font-weight: 400\">aggregated view <\/span><span style=\"font-weight: 400\">of how each of the virtual assistant\u2019s intents is executed. The intents are rolled up to the top-level, irrespective of what stage of a conversation they were initiated by the users. For example, intents invoked at the beginning of a conversation as well as any other stage during the conversation are all rolled up to the top level. This is the default view when you navigate to Conversation Flows. The <strong>View tasks by sessions<\/strong> toggle should be turned off to access this view.<\/span><\/li>\n<li style=\"font-weight: 400\"><strong>Session Flow: <span style=\"font-weight: 400\">This view provides the user journeys across the different intents in the order they were executed during a conversation session. Every flow starts with the intent used to initiate a conversation session and is followed by the other intents invoked in that session. Turn on the The <strong>View tasks by sessions<\/strong> toggle to access this view.<\/span><\/strong><\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Access\">Access<\/span><\/h2>\n<p>To view the conversation flows, from the top menu, select <strong>Analyze -&gt; Conversation Flows.<\/strong><\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20211220093222\/conversation_flow.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-32033\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20211220093222\/conversation_flow-1024x503.png\" alt=\"\" width=\"640\" height=\"314\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20211220093222\/conversation_flow-1024x503.png 1024w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20211220093222\/conversation_flow-300x147.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20211220093222\/conversation_flow.png 1518w\" sizes=\"auto, (max-width: 640px) 100vw, 640px\" \/><\/a><\/p>\n<p>By default, the Intents Flow is presented along with the intents. Selecting any node will expand the flow to present the subsequent nodes in that path.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20211220094530\/conversation_flow1.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-32034\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20211220094530\/conversation_flow1-1024x503.png\" alt=\"\" width=\"640\" height=\"314\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20211220094530\/conversation_flow1-1024x503.png 1024w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20211220094530\/conversation_flow1-300x147.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20211220094530\/conversation_flow1.png 1512w\" sizes=\"auto, (max-width: 640px) 100vw, 640px\" \/><\/a><\/p>\n<p>You can select session-wise view by toggling the <strong>View tasks by sessions<\/strong> option.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20211220094852\/conversation_flow2.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-32035\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20211220094852\/conversation_flow2-1024x464.png\" alt=\"\" width=\"640\" height=\"290\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20211220094852\/conversation_flow2-1024x464.png 1024w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20211220094852\/conversation_flow2-300x136.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20211220094852\/conversation_flow2.png 1646w\" sizes=\"auto, (max-width: 640px) 100vw, 640px\" \/><\/a><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Purpose\">Purpose<\/span><\/h2>\n<p><span style=\"font-weight: 400\">The Conversation Flows can be used to identify the following:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Popular utterances &#8211; Utterances that are used to invoke the virtual assistant\u2019s intents. Utterances are automatically grouped by similarity to provide a simplified view.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">False Positives &#8211; A quick review of the utterance groups will help you in identifying utterances going to an incorrect intent. You can analyze these utterances and make the necessary training updates.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">False Negatives &#8211; Utterances that did not result in any intent identification are presented as \u2018Not Handled Utterances\u2019. You can analyze these utterances and add them to the training corpus if required.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Popular Intents and Flows &#8211; Helps in understanding the popular intents of your users and the flows used to execute these intents<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Drop-off Points &#8211; Analyze the specific areas of the conversations that are resulting in drop-offs. A conversation is marked as drop-off if the user has abandoned it without providing a valid input.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Agent Hand-offs &#8211; View the flows that are leading to agent hand-offs. Agent Hand-offs are conversations that resulted in navigating to the Agent Node from any of the Dialog Tasks.<\/span><\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Key_Features\">Key Features<\/span><\/h2>\n<p><span style=\"font-weight: 400\">The following are the details presented along with the flows:<\/span><\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20211220095503\/conversation_flow3.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-32036\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20211220095503\/conversation_flow3-1024x502.png\" alt=\"\" width=\"640\" height=\"314\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20211220095503\/conversation_flow3-1024x502.png 1024w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20211220095503\/conversation_flow3-300x147.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20211220095503\/conversation_flow3.png 1521w\" sizes=\"auto, (max-width: 640px) 100vw, 640px\" \/><\/a><\/p>\n<ul>\n<li style=\"font-weight: 400\"><strong>Utterance Groups<\/strong><span style=\"font-weight: 400\">&#8211; Every flow starts with an utterance from the user that initiated the conversation and expands to show further interactions. These utterances are grouped based on their similarity, ignoring the stop words and values for entities. These utterance nodes lead to one of the following intents:<\/span>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Individual task intents,<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">FAQs,<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Small Talk,<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Help and<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Not Handled utterances<\/span><\/li>\n<\/ul>\n<\/li>\n<li style=\"font-weight: 400\"><strong>Nodes<\/strong><span style=\"font-weight: 400\"> are the individual points plotted on the conversation flow across various levels. Only the nodes that need input from the user are plotted on the graph. Following are the nodes that are plotted on the graph:<\/span>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Intent Nodes: Includes Dialog as well as FAQ intents<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Entity Nodes\u00a0<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Confirmation Nodes\u00a0<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">User Input Nodes (using <\/span><em><span style=\"font-weight: 400\">on_intent<\/span><\/em><span style=\"font-weight: 400\"> transition)\u00a0<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Message Nodes\u00a0<\/span><\/li>\n<\/ul>\n<\/li>\n<li style=\"font-weight: 400\"><strong>Node Details<\/strong><span style=\"font-weight: 400\">: Following are the details presented for each node:<\/span>\n<ul>\n<li style=\"font-weight: 400\"><strong>Percentage<\/strong><span style=\"font-weight: 400\"> of total utterances leading to this Node. Click on percentage to display the list of user utterances that triggered this Node;<\/span><\/li>\n<li style=\"font-weight: 400\"><strong>Node Name<\/strong><span style=\"font-weight: 400\"> will be the task\/entity name with the following details displayed on hover over the Node:<\/span>\n<ul>\n<li style=\"font-weight: 400\"><strong>Conversation<\/strong><span style=\"font-weight: 400\"> and <\/span><strong>Drop-offs<\/strong><span style=\"font-weight: 400\"> details,<\/span><\/li>\n<li style=\"font-weight: 400\"><strong>See Responses<\/strong><span style=\"font-weight: 400\"> shows the User\u2019s response, where applicable, to this Node;<\/span><\/li>\n<\/ul>\n<\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Percentage of Drop-offs where applicable<\/span><\/li>\n<li style=\"font-weight: 400\"><strong>Path Indicators<\/strong><span style=\"font-weight: 400\"> are visible on the path between two nodes, where applicable, indicating:<\/span>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">any Script\/Service Nodes visited during the transition between the nodes;<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">any Tasks executed as part of the Hold and Resume scenarios.<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li style=\"font-weight: 400\"><strong>Chat History<\/strong><span style=\"font-weight: 400\"> is viewed by clicking the utterance from the User Utterance window for either input (percentage) or response information.<\/span><\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Filters\">Filters<\/span><\/h2>\n<p>The Conversation Flows can be filtered using one or more of the following criteria:<\/p>\n<ul>\n<li><strong>Date Period<\/strong> &#8211; Default is set to\u00a0<em>Last 7 days<\/em>. You can change it to <em>24 Hrs<\/em>. You can also set the start and end dates using the\u00a0<em>Custom<\/em> option and selecting the dates from the calander.<\/li>\n<li><strong>Languages<\/strong>\u00a0 &#8211; In case of multi-lang bots, you can filter the conversation flows by selecting one or more languages from the presented drop-down list. Default is\u00a0<em>All Languages.<\/em><\/li>\n<li><strong>Channels<\/strong> &#8211; Selecting one or more channels the bot was published on, you can filter the flow based upon the channel used by the user. Default is\u00a0<em>All Channels<\/em>.<\/li>\n<li><strong>Custom Tags<\/strong> &#8211; In case you have added any meta\/custom tags to your bot, you can filter based on the same. This requires the selecting of the Tag Name and the value for the tag you want to filter the conversations. By default, no tag is selected.<\/li>\n<\/ul>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20210630085832\/analyze_conversationFlows_filter.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-28181\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20210630085832\/analyze_conversationFlows_filter.png\" alt=\"\" width=\"606\" height=\"385\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20210630085832\/analyze_conversationFlows_filter.png 697w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20210630085832\/analyze_conversationFlows_filter-300x191.png 300w\" sizes=\"auto, (max-width: 606px) 100vw, 606px\" \/><\/a><\/p>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n<div class=\"w-separator size_small with_line width_default thick_1 style_solid color_border align_center\"><div class=\"w-separator-h\"><\/div><\/div>[vc_raw_html]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[\/vc_raw_html]<div class=\"w-separator size_medium\"><\/div><\/div><\/div><\/div><\/div><\/div><\/section><section class=\"l-section wpb_row height_auto\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row type_default valign_top\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"Conversation Flows is a visual representation of the user journeys. The user interactions with the virtual assistants are analyzed by the platform to provide insights into the commonly used intents, paths traversed, and the drop-off points. Note: The Conversation Flow feature is available only for the Published Bots. The Conversation Flows provides the following views:...","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[45],"tags":[],"class_list":["post-18136","post","type-post","status-publish","format-standard","hentry","category-analyzing-your-bot"],"_links":{"self":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts\/18136","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/comments?post=18136"}],"version-history":[{"count":18,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts\/18136\/revisions"}],"predecessor-version":[{"id":56246,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts\/18136\/revisions\/56246"}],"wp:attachment":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/media?parent=18136"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/categories?post=18136"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/tags?post=18136"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}