Guided Conversations Most Abandoned Paths Report
GC Most Abandoned Path Reporting
Provides a list of the top 20 most abandoned paths for the guided conversations scoped by the filters selected. Abandoned is defined as instances where a user starts a specific guided conversation but does not complete it to an end state or final node. Instead they drop-off at some mid point.
Running the Report
To access this report, navigate to Analytics > Baseline CSV Reports > Create Reports.
Select the Guided Conversations Most Abandoned Paths report from the list and specify your filter dates to run the report. The available filters include:
- Start & End Dates - This is a required set of filters to scope the report to conversations created within the specified time frame.
- Folder - A multi-select dropdown that allows you to narrow the Guided Conversation scope by the folder(s) in your KB.
- Concierge - A multi-select dropdown that allows you to filter Guided Conversation sessions that were accessed via the selected Concierge(s).
Some Questions the Report Answers
- What guided conversations have a high volume of abandonments?
- What paths in my guided conversations are people abandoning?
- What nodes or steps in my guided conversations are people dropping off of the most?
Data Columns
Below is the list of columns you can expect to receive from this report.
| Column Name | Value Description |
|---|---|
| exchange_name | The name of the exchange / guided conversation as shown within the Knowledge Base. It is typically your primary inquiry to trigger the GC. |
| exchange_id | The Id of the exchange / guided conversation. |
| formatted_path | This is a text-based representation of the path the users followed within your guided conversation. We are pulling the node title when available and truncated supporting info to help identify each node. Each node is separated by >>>. |
| drop_off_node | For the path, this column represents the node the user ended on and did not progress any further. |
| node_count | The count of the nodes or steps in the path traveled. |
| conversation_count | The number of conversation sessions encountered the path scoped by the timeframe and filters specified. |
| perc_of_all_conversations | Denotes the percentage that the path represents of all of the total conversations that hit that specific guided conversation in the timeframe specified. |