The Message Metrics option, located in the Side Navigation Menu below ANALYTICS, displays a set of detailed metrics related to messages exchanged between users and assistants within Flows. These metrics are essential for evaluating the effectiveness of assistant responses, identifying usage patterns, and making adjustments to improve the user experience.
The following statistics are available in Message Metrics:
- Most Used Flows: Shows the most used flows, and can identify which ones are the most relevant or popular among users. In the image, the "start" flow is the most used one.
- Interaction Rate of Events: Measures the interaction rate of events, providing insight into how engaged users are during interactions. A zero value could indicate that, although users are accessing the flows, they are not actively participating in certain events or that no events were defined within the Flow.
- Top Most Used Intents: Indicates the most used intents, helping to identify the main user queries or interactions. In this case, the "fallback" and "welcome" intents are the most frequent.
- Sent Message: Shows the total number of messages sent by the Flow, providing a metric for interaction volume.
- Average Sent Message: Calculates the average number of messages sent per interaction, which can help measure the efficiency of the Flow's responses. An average of 3 messages per interaction could indicate that conversations tend to be short.
- Unanswered Message: Displays the percentage of messages that remained unanswered, allowing you to identify possible areas for improvement in the Flow. A value of 0% indicates that all messages received a response.
- Completed Flows: Indicates the percentage of flows successfully completed by users, reflecting the clarity and effectiveness of the flow design. A value of 0% for completed flows could indicate that users are not reaching the end of the flows, which may require a revision of the design.
Note that all these metrics depend on the period configured at the top.