The Inbound report focuses exclusively on analyzing incoming traffic that has been managed by your automation. Unlike other dashboards, in this section we consider any flow built in FlowBuilder that functions in an incoming manner as a "bot".

If a customer interaction does not have bot participation (for example, sending a template through a campaign that assigns directly to an agent), it will not be considered in the Inbound report.

To correctly interpret your graphs, you should keep the following system rules in mind:

Active bots: Shows those bots that have maintained interactions with customers within the time period you have selected in the filters.

Conversations: Counts the interactions handled by a bot from its first message until a "end" type classification is generated.

Sales: Refers to the number of sales achieved, counting those conversations that have a classification configured as a sale.

Assignment (Important Data!): Represents the number of times the flow reached the "Assignment" point or action. It is vital to understand that this counts the activation of the action within the flow, but does not necessarily mean an actual assignment to an agent. For example, if the chat reaches the assignment stage but the group has no available agents and is not configured to force it, it will add +1 to this metric, but will not appear in any advisor's inbox.

This report divides your information into the following key visualizations:

Conversations started by day: It is a bar graph that groups conversations by their start date. In each bar, the different colors represent a specific bot, which allows you to compare daily the traffic load that each of your inbound flows receives.

Contact stage funnel: Shows the number of contacts that have gone through each stage of your flow. It helps you visually see how many conversations your inbound bot marks and classifies throughout the process.

Performance by bot: It is a table that summarizes the individual effectiveness of each bot. For each one it details:

Label journey: Similar to a funnel, this table shows all the labels that the bot has placed throughout the flow. Keep in mind that this sum considers all labels applied, not just the last one.

Groups assigned to: Indicates the number of times the flow activated the assign action, showing the last group that handled the conversation. This is very important for tracking "re-assignment" cases, as the system will attribute the chat to the last group that took it, even if the automatic flow had not originally sent it there.

Measure the real impact of your automation! 🚀

The Inbound Report gives you complete visibility over the profiling work your bots do. Use this tool to audit your flows, check which labels are applied most, and ensure that traffic is directed correctly before requiring human intervention. ✅