Interpreting columns in the Reporting app

The Reporting app is currently in beta. To request access, please get in touch with your account manager.

The FlowEQ Reporting app is the central place to learn how your team uses flows and how those flows are performing. The Reporting app brings both live and historical data on flow and team performance across separate columns into one place to make it easier to find the insights you're looking for. Read on to learn more about the columns, their types, and how they are calculated.

There are two types of columns: live and historical.

Live Columns - Shows real-time data in the present moment, e.g., User Status

Historical Columns - Shows cumulative data totaled over a time period, e.g., Flow Utilization rate.

Live Columns

Status

Live column. Shows the user's present status on the FlowEQ platform.

User

Live column. Displays the user's first and last name, if provided in their FlowEQ profile. If names are not provided, the user's email address will appear here instead.

Groups

Live column. Lists the FlowEQ groups (not the user groups within your CRM) to which the user belongs, if any.

Current Flow

Live column. If the user's status is "In Flow," this column will show the name of the flow the user is presently using.

Historical Columns

Flows Started

Historical column. This column shows the number of flows the agent has started (but not necessarily completed) within the specified time period. 

Note: Flows Started is equal to the sum of Flows In Progress and Flows Completed

Flows In Progress

Historical column. This column shows the number of flows an agent has started but not completed within the specified time period.

Note: Flows in Progress is equal to Flows Started minus Flows Completed

Flows Completed

Historical column. This column shows the number of flows an agent has completed within the specified time period.

Note: Flows Completed is equal to Flows Started minus Flows In Progress

Steps Completed

Historical column. This column shows the cumulative number of steps an agent has completed across all their flows within the specified time period.

Time in Flows

Historical column. Shows the total time a user has spent running flows within the specified time period. This column is calculated by totaling the number of seconds a user runs flows and converting that time into a more understandable format.

Flow Sessions Offered

Historical column. Shows the count of sessions where Sidekick was loaded where an agent could have used a flow within the specified time period.

• Only valid environments (i.e., when a flow could actually be used) are included in this count.
• If Sidekick loads in a valid environment, but the agent chooses not to use a flow, this is counted as an Offered Flow Session and will contribute to this column.
• Invalid environments where Sidekick may have loaded but an agent could not have used a flow (such as Sidekick loading in the People tab in Freshdesk or the Browser extension on a generic webpage) will not contribute to this column.
• Flow Sessions are different from Flows. If a user were to run three different flows back to back, this would be counted as 3 separate flows but within only 1 flow session.

Flow Sessions Utilized

Historical column. Shows the count of sessions where Sidekick was loaded in a valid environment and an agent used a flow within the specified time period.

Again, only valid environments contribute to this column, while invalid environments are excluded.

Flow Utilization

Historical calculated column. Shows a user's flow usage percentage within the specified time period.

Calculation: (Flow Sessions Utilized / Flow Sessions Offered) * 100% 

Milestone Reached

Historical column. A count of flow sessions where the agent reached the “Flow Milestone” step type within each flow within the specified time period.

Flows that do not contain the “Flow Milestone” steptype or contain that step but were not reached by the agent during the run will not be counted in this column.

% Milestone Reached

Historical calculated column. A flow utilization rate calculation indicating the percentage of flows where the agent reached at least one “Flow Milestone” step type compared to all the flows they ran, all within the specified time period.

Calculation: (Flows ran where at least one Milestone was reached / Flows ran) * 100