The Metadata and Metrics Page

This guide describes the Key Performance Indicator (KPI) management elements found on the SmartFlows Metadata and Metrics page. From this page, you can:

 

Overview

On the Metadata and Metrics page you can view and manage custom KPIs for flow reporting.

To access this page, open SmartFlows and select "Report Metadata" from the menu on the left-hand side of the screen.

Here you can create a KPI and assign appropriate values to it. Then, using the Reporting action in your flow to refer to the relevant KPI(s), collect custom data on the flow. For example, if you wanted to collect data about why callers are reaching out, you could create an "Intent" KPI with expected values such as scheduling an appointment, paying a bill, and canceling an appointment. Using the Reporting action, you can collect those caller intents in a custom report, and evaluate trends in why your customers are calling.

 

Create a New KPI

Click the blue plus sign to create a new KPI. The Create KPI Definition pop-up appears.

Complete the following fields:

Field

Description

Example

Name

Give your KPI a unique and descriptive name. Cannot include spaces or special characters.

"Intent"

Type

Select the appropriate format for the KPI from the drop-down list.

  • Timestamp: The time something happened (e.g., exact caller drop-out time).

  • Boolean: Data is acted upon for a true or false situation (e.g., if your flow follows the success path for a particular action that would indicate "true").

  • Integer: 1, 0, or .34

  • Number: More complex than Integer, this could involve an equation.

  • Enum: Enumeration. A list of possible values.

  • Progression: Evaluating completion state (e.g., a caller made it 10% through the flow before dropping out).

  • Timeframe: How long it took for something to happen (e.g., time from call being transfered to an agent to pick up by the agent).

"Enum"

Source

Select the source of your KPI (flow or agent). For the majority of use cases, this will be "flow" (i.e., the data is coming from your flow via the Reporting action). Select "agent" if the data is coming from a source outside of a flow and writing data to SmartFlows (e.g., call center software sending a call data to SmartFlows).

"flow"

Description

Give your KPI a unique and helpful summary.

"Reason customer is calling"

Values

Preset expected values in a coma delineated list. Your values must be an absolute match. Cannot include spaces or special characters.

"scheduleAppointment,payBill,cancelAppointment"

 

Edit a KPI

To update you KPI configurations, click on the KPI in the table. The Edit KPI Definition pop-up appears.

Make your changes and click Save.

 

 

For more information about reporting KPIs within your flow, check out the Reporting action page.