Learn how analytics reporting on Conversation Flows measures the effectiveness of service while providing insights for areas of improvement.

Analytics Plus

If your organization uses Analytics Plus, you will have access to six Conversation Flows reports:

• Conversation Flows Effectiveness Dashboard
• Conversation Flows Appointment Generation
• Conversation Flows Appointment Completion
• Conversation Flows Portal Enrollment
• Conversation Flows Two Step Cancellation Verification
• Conversation Flows Patient Journey
  

Conversation Flows Effectiveness Dashboard

• Enterprise Name: Select the Enterprise from the list to view its Conversation Flows data. You will only be able to access Artera Enterprises that have given your account reporting access.
• Practice Name: Select the Practice from the list to view its Conversation Flows data. If left as "is any value", Conversation Flows data from all Practices related to the chosen Enterprise will be displayed.
• Date Selection: Choose the timeframe that the Conversation Flows data will reflect.
• Time Saved per Message (Seconds): This is the time saved per outbound Conversation Flows message sent. This value is used to calculate the Estimated Staff Time Saved metric. This defaults to 15 seconds per message, but you can adjust this figure as is necessary for your organization
• Conversation Name: The name of the Conversation Flow. Use this field to see metrics for specific Conversation Flows.

Tile Metrics

1. Total Conversation Flows: The total number of unique Conversation Flows that patients engaged with during the set timeframe. This includes successful and failed Conversations.
2. Total Successful Conversation Flows: The number of unique Conversation Flows where the patient made it to the final step of the Conversation Flow.
3. Unique Patients Assisted: The number of unique patients who interacted with a Conversation Flow within the set timeframe. This only includes successful or failed Conversation Flows and does not reflect any in-progress interactions.
4. Estimated Staff Time Saved (Hours): Calculated by multiplying the total number of outbound Conversation Flow messages by the Time Saved Per Message parameter. This defaults to 15 seconds per outbound message but can be updated as is necessary.
5. Overall Conversation Flows Success Rate: This is the Total Successful Conversations divided by Total Conversation Flows multiplied by 100. This value represents the completion percentage of Conversation Flows for the set timeframe.
6. % of Total Conversation Flows with Mention: The percentage of Conversation Flows that include an Action of adding an Internal Mention within the workflow. 

Statistics by Conversation Flows

1. Name: The name of the Conversation Flow.
2. Communication Type: SMS or Voice. This is set on the Conversation Setup card.
3. Failed Conversations: The total number of Conversation Flows that were started by patients but failed to make it to the final step. This could be through timeout, interruption, or patient responding with something outside of the Conversation's parameters.
4. Conversations Failed at First Step: The total number of Conversation Flows where the patient did not continue the Conversation past the first step in the workflow.
5. Successful Conversations: The total number of Conversation Flows where the patient completed all steps in the Conversation.
6. Overall Patient Success Rate: The percent of Conversation Flows with all steps completed. This number is calculated by Successful Conversations/(Successful Conversations + Failed Conversations).
7. Responsive Patient Success Rate: The percentage of patients who responded to the first message that go on to successfully complete the entire Conversation Flow.

Conversation Flows Failure Reasons

• TIMEOUT: The Conversation Flow expired after the timeout duration was reached. This duration is set within the Conversation Flow builder.
• INCOMING_MESSAGE: A message was received in the Patient Channel that was not part of the Conversation Flow. This automatically ends the Conversation Flow Session due to interruption.
• OUTGOING_MANUAL_MESSAGE: A manual message was sent from the Patient’s Channel that interrupted the Conversation Flow, causing it to fail.
• OUTGOING_AUTOMATION_MESSAGE: An Automation was sent to the patient during the Conversation Flow outreach that caused the session to fail.
• OUTGOING_BROADCAST_MESSAGE: A Broadcast was sent to the patient during the Conversation Flow outreach, causing the session to fail.
• OUTGOING_CAMPAIGN_MESSAGE: A Campaign was sent to the patient during the Conversation Flow outreach, causing the session to fail.
• VOICE_ENDED: The phone call was hung up before the initial Conversation Flow message (Root Message) could be delivered.

Conversation Flows Appointment Generation

This report provides a view of the volume of Conversation Flow workflows triggered, appointments scheduled by patients within 72 hours of receiving the Conversation flow, the appointment conversation rate and estimated revenue. This report is broken down by Practice and appointment status and can be filtered for specific Conversation Flows or multiple Conversation Flows.

1. Workflows Initiated: The count of Conversation Flows triggered within selected timeframe.
2. Appointments Scheduled: The count of appointments scheduled for patients within 72 hours of receiving a Conversation Flow within the selected timeframe.
3. Appointment Generation Rate: The appointment generation rate calculated by amount of Conversation Flows triggered in specified timeframe divided by appointments scheduled.
4. Estimated Revenue Generated: The estimated revenue generated for your Enterprise calculated by the amount of appointments scheduled multiplied by cost per appointment. 

1. Workflow Data by Practice: This displays the fields above (Workflows Initiated, Appointments Scheduled, Appointment Generation Rate, and Estimated Revenue Generated) per Practice.
2. Status of Scheduled Appointments: This displays the status (as of the date this Dashboard is ran) of scheduled appointments generated by Conversation Flows.

Conversation Flows Appointment Completion

This report provides a view of Conversation Flow usage and appointments that were completed after the patient that had an appointment scheduled interacted with a given Conversation Flow. In this report, users can input a "per appointment" dollar amount. This report is broken down by Practice and appointment status and can be filtered for specific Conversation Flows or multiple Conversation Flows. 

1. Workflows Initiated: The count of Conversation Flows triggered within selected timeframe.
2. Completed Appointments: The count of appointments linked to Conversation Flow messages that were 'completed' within the selected timeframe.
3. Completed Appt Rate: Total Conversation Flows triggered divided by amount of appointments completed within the selected timeframe,
4. Estimated Revenue Generated: The estimated revenue generated for your Enterprise calculated by the amount of appointments completed multiplied by cost per appointment. 

1. Appointment Completion Data by Practice: This displays the fields above (Workflows Initiated, Completed Appointments, Completed Appt Rate, and Estimated Revenue Generated) per Practice.
2. Appointment status across workflows: The count of appointments (as of the date the Dashboard is ran), per status, linked to Conversation Flow messages.

Conversation Flows Portal Enrollment

This report provides a view of Conversation Flow usage and portal enrollments completed by patients who interacted with a given Conversation Flow. In this report, users can input a "per appointment" dollar amount. This report is broken down by Practice and appointment status and can be filtered for specific Conversation Flows or multiple Conversation Flows. 

1. Workflows Initiated: The count of Conversation Flows triggered within selected timeframe.
2. Portal Enrollments: The count of patients who received Conversation Flow messages and completed portal enrollments within the selected timeframe.
3. Portal Enrollment Effectiveness: Total Conversation Flows triggered divided by amount of competed portal enrollments within the selected timeframe.
4. Value of Portal Enrollment: Portal enrollments multiplied by dollar value per portal enrollment.

• Portal Enrollment Data by Practice: This displays the fields above (Workflows Initiated, Portal Enrollments, Portal Enrollment Effectiveness, and Value of Portal Enrollment) per Practice.

Conversation Flows Two Step Cancellation Verification

This report provides a view of usage and effectiveness of the "Two-Step Cancellation Verification" Conversation Flow usage. This report must be filtered to a specific Conversation Flow and the specific step and response that prompts a patient to verify that they intended to cancel their appointment. 

1. Total Workflows Initiated: The total number of times this Conversation Flow was triggered within the selected timeframe.
2. Recovered Cancellations: The count of times a patient responded to the Cancellation Verification prompt and chose to confirm their appointment rather than proceed with the cancellation ("saving" the appointment from being cancelled), within the selected timeframe.
3. Recovered Cancellation Patient Detail: Details on the patients that recovered their appointment along with their appointment details. 

Conversation Flows Patient Journey

This report provides a detailed view of how patients progress through a Conversation Flow, displaying how many patients land on each step, if/when they fail and why. This report helps your organization optimize existing Conversation Flow configurations, identify branches of Conversation Flows that may be failing, and implement improvements. 

Defining Report Fields

This report includes data on completed and failed Conversation Flows.

• Completed: A patient has successfully navigated through the entire Conversation Flow and all of its steps.
• Failed: A Conversation Flow was not completed by the patient, either because the Conversation Flow was interrupted by a manual outbound message to the patient or the Conversation Flow session timed out. 

Conversation Flows Overview

1. Total Flows Initiated: Displays the total count of Conversation Flows initiated in the selected timeframe.

2. Total Flows Completed: Displays the total count of Conversation Flows successfully completed in the selected timeframe.

3. Total Flows Failed: Displays the total count of Conversation Flows that have failed (incomplete or interrupted) in the selected timeframe.

Patient Journey

This tile utilizes a Sankey diagram to display a visual representation of the Conversation Flow "Decision Tree" and the number of patients who arrive at each step of the Conversation flow. 

Conversation Flow Completion and Failure

1. Completed: Displays the percentage of Conversation Flows successfully completed within the selected timeframe.

2. Failed: Displays the percentage of Conversation Flows that failed within the selected timeframe.

3. Failed at First Step: Displays the percentage of Conversation Flows that failed at the first step within the selected timeframe. 

• Failed vs. Completed Flows by Step: Displays the count of failed and completed Conversation flow sessions by each step in the Conversation Flow.

• Failure Reason by Step: Displays the count of Conversation Flow session that failed at each step, broken down by failure reason.