Funnel charts
An easy way to visualize your customer journey and compare multiple scenarios
Funnel charts provide an intuitive way to visualize how customers navigate through conversations and how effectively the virtual agent guides them, while also identifying potential drop-off points.
Reading the chart
In many instances, this chart will come as a shape of an actual funnel, hence the name, with the first step being the largest and each subsequent step becoming smaller than the one before it.
At the top of the funnel (the widest part), you have the initial step (i.e. 100%). Each step represents a portion of the total. The narrowing usually indicates where users exit the conversation.
When to use a funnel
Conversion rate: Funnel charts allow you to calculate the conversion rate between each step. You can see what percentage of users move from one step to the next. For ex.: if your funnel starts with 200 users at the top and 38 reach the final stage, your conversion rate is 19%.
Identifying issues: Valuable for identifying bottlenecks or weak points in the conversation. If you notice a significant drop between two steps, this could indicate a point where users are experiencing difficulties or dissatisfaction.
Optimization: Once you've identified issues, you can work on optimizing the flow to reduce abandonments. This might involve refining the flows, providing better answers, or addressing user concerns.
Comparison: Some funnel charts allow you to compare multiple scenarios. This is very useful if you need to perform A/B testing or assessing the impact of changes over time.
How to create a funnel
In eva, every cell and flow come with the field "tags", where you can add tags according to your specific needs. These tags become invaluable to create the Funnel, as it will allow the system to track the journey based on the applied tags within the Dialog Manager.
Head over the Dashboards page though the side menu and click the Funnel tab. Fill the fields to give your Funnal a name and description. On the right, you'll see the steps to add the tags to each step.
Select the tags for each step to track the user's path through the conversation. The next funnel step instantly becomes visible. Please note that each funnel can have up to 7 steps.
You can pull up to 14 tags from the following cells: Intent, Entity, Answer, and Service, from Flows, and also from the Automated Learning questions.
Custom data
You can customize the data visualization based on two filters on the header: Period and Channels.
Period: The current month, that means if you access the dashboard on June 15, the filter “this month” will resume data from June 1-14. To change this behavior, browse the Period filter calendar on the top bar to select the date or date range within the last 12 months.
The period between the start date and the end date must not exceed 31 days.
Channel: By default, the charts will display the data for all channels available for that virtual agent. To change this behavior, use the channel filter.
The Dashboard showcases data related to tags used within cells and flows. If you're using external NLPs and your intents and entities are on eva, you can employ tag filters.
Dive into the details
Hover over the chart to view additional insights, such as tags associated with each step, name, tags and percentage of each channel and the number of conversations. To explore even further, click on Conversation to open the conversations dashboards page, with filters applied based on the tags.
Edit funnel
Should you need to make changes to your chart, simply click the pencil icon or the bar.
Export funnel
You can export the data to a PDF file by clicking the Export option in the top right corner of the page. Once you click the option, it’ll start downloading a summary report with the current filters applied.
Last updated
