Create and manage funnels

Use funnels to review the performance of your conversation flows.

Before you begin

Role required: chat_analytics_viewer, virtual_agent_admin, chat_analytics_admin, or admin

About this task

You can create, edit, and delete funnels.

Procedure

1. Navigate to All > Conversational Interfaces > Conversational Analytics > Virtual Agent Dashboard.
2. Click the Funnels tab.
3. Click New funnel.
   The Create a new funnel page appears.
4. In the Give this funnel a name field, provide a meaningful and short name for the funnel.
   Note:

   Funnel names must be unique, so provide a different name for each funnel.
5. To create steps for filtering the conversation flow, click Add new step.
   A funnel can contain up to 10 filtering steps. Each subsequent step further refines the results from the previous step. This type of cumulative filtering helps you easily narrow down on the data of interest in the conversation flow. For more information about the filtering options, see Filter options in funnels.
6. To define a step, click or and add an OR condition.
   If needed, you can do any of the following with your steps:

   • To remove an OR condition, click the delete icon () next to it.
   • To reset a step, click the delete icon next to it.
   • To remove the step, click the delete icon again.
7. Click Create funnel.
   The metrics for the conversation flow appear. You can select a date range in the Start and End fields for reviewing the metrics.
8. Optional: To edit a funnel, click the funnel name on the Funnels page, and then click Edit funnel.
9. Optional: To remove a funnel, click the funnel name on the Funnels page, and then click Delete.