Analytics
Funnels
Path: Analytics → Reports → Create New → Funnel
A funnel measures a sequence. You name the steps, and the report counts how many people completed each one, how many fell out arriving at it, and how long the step took. Use it when the question is “how far do people get”, rather than “how many events happened”, which is what Event Explorer answers.
Build a funnel
Section titled “Build a funnel”Click Add step and pick an event. A funnel needs at least two steps before it will run, and the panel says so until it has them.
Each step is one event from the same catalog the rest of Analytics uses, organized into Conversation Interactions, Conversation Signals, Quota and Routing, Application Event, and Web Tracking. Once a step is in place, hovering it reveals three controls:
| Control | Does |
|---|---|
| Rename | Gives the step a label of your own. Clearing the name returns it to the event name, and the step keeps following that event. |
| Add filter | Narrows the step to a subset of that event, for example one action key. The icon fills in when a filter is active. |
| Delete | Removes the step. |
Steps run in the order they are listed, and the handle at the left of a row drags one into a different position. Click Apply to run it.
Measure whether a workflow completes
Section titled “Measure whether a workflow completes”Actions are events, so an action is a funnel step like any other. Three sit under Action Execution:
| Event | Fires when |
|---|---|
| Action Called | The agent invokes an action. |
| Action Response Received | The agent receives the response from that call. |
| Action Registered | An action is first registered with the system. |
That makes the completion of a workflow measurable end to end. A funnel of Conversation Started → Action Called → UI Element Rendered shows how many conversations reached the point of doing real work, and how many of those produced something the user could see. Adding a step filter on the action key narrows the funnel to a single workflow instead of all of them.
Pairing Action Called with Action Response Received separates two different failures: the agent never tried, or the agent tried and your handler never came back.
Set the time allowed between steps
Section titled “Set the time allowed between steps”A step only counts if it happens within a time limit of the step before it. Max time between steps at the bottom of the panel sets that limit for the whole funnel, and it defaults to 1 hour.
The connector between two steps shows the limit that pair is using, marked (default) when it inherits the funnel-wide one. Click it to give that pair its own limit, and pick the inherit entry to hand it back to the default. Someone who opens the agent and returns the next day is not converting; they are starting over, and the limit is what encodes that.
Choose what you are counting
Section titled “Choose what you are counting”Measure by sets the unit the funnel counts. The same events give different answers depending on which you pick.
| Measure by | One run of the funnel is |
|---|---|
| Conversation | One conversation. A person who comes back tomorrow counts again. |
| User | One person, across conversations. |
| Session | One session. |
Break a funnel into groups
Section titled “Break a funnel into groups”Breakdown splits the funnel by a property, giving one funnel per value. Two limits apply:
- Six values are charted at once, so no two series share a color. The report says how many distinct values it found when that is more than it drew.
- An “is one of” or “is not one of” filter holds at most 50 values.
A split funnel reports no single completion time and no single completed count, because neither has a correct value across series. Those read as blank rather than as an average.
Read the results
Section titled “Read the results”Five figures sit above the chart. Biggest and Slowest name the step rather than giving a number, so the problem step is readable at a glance.
| Stat | Means |
|---|---|
| Overall | Share of the entry population that finished every step. |
| Median | Median time to complete the whole funnel. |
| Average | Mean time to complete the whole funnel. |
| Biggest | The step where the largest group dropped out. |
| Slowest | The step whose arrival from the one before it took longest. |
The toggle beside them switches the chart between counts and each step’s share of the entry population. Switch between Columns and Bars from the view control; a funnel opens as Columns. The control under the chart sets what is on screen: chart only, chart and table, or table only.
Each column is one step, with the share that completed it and the share that dropped out arriving at it.
The table is a grid, not a list: one column group per step, one row per breakdown value (a single Overall row when there is no breakdown). Each step group carries four figures:
| Figure | Means |
|---|---|
| Users | How many completed the step. Named for whatever Measure by is set to. |
| Conversion from previous step | Share of the previous step that reached this one. |
| Drop-off rate | Share of the previous step that did not. |
| Median time from previous step | How long the hop took. |
Export CSV takes the table as it stands, one row per breakdown value.
See who is behind a step
Section titled “See who is behind a step”Click a step’s count in the table to open the people behind that number in a panel on the right. The header says which step you are in, as Step 2 of 3 and the step name.
Any step after the first offers two lists, so you can read either side of the same number:
- Converted, captioned with the share of the previous step that reached this one.
- Dropped off, captioned with the share that stopped before it.
The entry step has only Converted, captioned “Entered the funnel at” that step, since nothing can drop out arriving at the first step.
Search the list by name or email, open a row to go to that person, or export the list from the panel. This is the step from a number to a person: the funnel says 21% dropped at Action Called, and the panel says who they were.
Save a funnel
Section titled “Save a funnel”Save As names the funnel and adds it to Reports, where it is listed with the type Funnel and is open to the team. Update overwrites the saved version.
Related
Section titled “Related”- Event Explorer for the event catalog each step draws from.
- Reports for trend analysis over the same events.
- Actions for how often the agent runs actions at all.