When to use it
- You want to know how many interactions went through each flow and how they ended
- You want to find out at which step the customer gives up
- You want to compare satisfaction and error rate across flows
- You want to decide which flow to keep, adjust or turn off
Prerequisites
- Account with ClaudIA enabled
- Administrator profile or user with reports permission
- At least one "Fluxo Controlado" (Controlled Flow) in operation — with no flow, the report opens empty
About this article
The "Fluxos Controlados" report is under Relatório → ClaudIA → Fluxos Controlados (Report → ClaudIA → Controlled Flows) and shows the performance of each flow: volume, outcome, path taken, where the customer stops replying and the comparison between flows.
It is different from the ClaudIA metrics dashboard: that one starts from the conversation, this one starts from the flow trigger. One conversation can set off more than one flow, and a trigger may not turn into any conversation at all.
How it works
The filters
At the top of the screen: "Data" (Date — default: last 30 days), "Fluxo" (Flow — accepts more than one) and "Agrupar por período" (Group by period — day, week or month; it applies to the evolution chart).
The "Caminho do atendimento" (Interaction path) chart has a filter of its own, right above it: "Fluxo (caminho)" (Flow (path)). This one accepts one flow at a time, because the drawing of the path only makes sense for a single flow. If you don't pick any, it opens on the highest-volume flow in your account.
A trigger is not the same as a started interaction
This is the most important distinction in the report.
Every time a flow is set off, a trigger is recorded. But in a good share of the triggers the customer never replies — the conversation ends right there. These cases show up as "Não iniciou" (Did not start).
On average across accounts, "Não iniciou" is the largest slice of the triggers. That is why the cards at the top and the comparisons between flows count started interactions, not triggers.
In practice:
- the "Resumo por fluxo" (Summary by flow) table brings both columns side by side — it is normal for the triggers one to be much larger than the started one;
- a percentage calculated over triggers comes out artificially low. Always compare against the right denominator.
Volume
| Block | What it answers |
|---|---|
| "Iniciados" (Started) | Interactions in which the customer actually began to interact |
| "Completos" (Completed) | Interactions the customer started and the flow finished successfully |
| "Abandonos" (Drop-offs) | The customer stopped replying and the ticket was closed without going to a human |
| "Transferidos" (Transferred) | Interactions that went to a human agent |
Quality
| Block | What it answers |
|---|---|
| "CSAT médio" (Average CSAT) | Average satisfaction score from those who answered the survey |
| "SLA 1ª resposta" (First response SLA) | Average time, in minutes, until the first reply |
| "SLA resolução" (Resolution SLA) | Average time, in minutes, until the interaction is resolved |
| "Recontatos (24h)" (Repeat contacts (24h)) | Customers who opened a conversation again within 24 hours |
The four quality indicators consider the whole interaction, not only the stretch that went through the flow. If the customer was transferred to a human, the time and the score of that human service go into the calculation.
Change over time
| Block | What it answers |
|---|---|
| "Evolução de uso" (Usage over time) | Started, Completed and Drop-offs over time. Use "Agrupar por período" to switch between day, week and month |
| "Retenção por fluxo ao longo do tempo" (Retention by flow over time) | Percentage of interactions each flow resolved without escalating to human N2, period by period. It considers only interactions the customer started |
Comparison between flows
| Block | What it answers |
|---|---|
| "Desfecho por fluxo" (Outcome by flow) | How each trigger ended, in proportion. This is where the "Não iniciou" slice appears |
| "CSAT médio por fluxo" (Average CSAT by flow) | Score from 1 to 5 per flow, from those who answered the survey |
| "% com erro por fluxo" (% with error by flow) | Percentage of the started interactions in which there was some failure in the flow |
| "Handover para humano após erro" (Handover to human after error) | Interactions that went to a human and had some failure |
"Caminho do atendimento" (Interaction path)
| Block | What it answers |
|---|---|
| "Caminho do atendimento" (Interaction path) | Each band is the number of interactions that left one step and entered the next one. Pick a flow in the filter above the chart |
To keep the drawing readable, stretches in which the interaction only moves forward — with no branching at all — appear summarized in a single band, from the beginning to the end of the stretch. The volumes remain correct: what disappears are the intermediate steps that were not deciding anything.
"Detalhamento" (Details)
All the tables in this section can be exported.
| Block | What it answers |
|---|---|
| "Resumo por fluxo" (Summary by flow) | Counts per flow in the period, with triggers and started ones side by side |
| "Detalhe por output (bloco de finalização)" (Detail by output (closing block)) | Where each interaction stopped inside the flow, with volume, satisfaction and times |
| "Abandono por etapa" (Drop-off by step) | In which closing block the customer stopped replying — it points out where the flow loses the customer |
| "Erros por fluxo" (Errors by flow) | Number of interactions with some failure in the flow |
Frequently asked questions
"Não iniciou" is huge. Is the flow broken?
Probably not. "Não iniciou" means the flow was set off and the customer did not reply — it is the normal behavior of an outbound trigger and of a conversation the customer abandons before interacting. What is worth looking at is the proportion among the started ones: Completed, Drop-offs and Transferred.
The "% com erro" is high. Is my flow failing?
Not every failure blocks the interaction. Many of them are minor — a call that needed a retry, a field that came back empty — and the customer doesn't even notice. Use the "Erros por fluxo" table to see the real volume and the "Handover para humano após erro" block to find out whether the failure is costing you transfers.
Does "Handover após erro" mean the error caused the transfer?
No. It shows interactions in which both things happened — there was a failure and there was a transfer. It is a hint of where to investigate, not a cause-and-effect relationship.
Is the CSAT here from ClaudIA or from the whole interaction?
From the whole interaction. The survey is answered at the end of the conversation, and the conversation may have gone through the flow, ClaudIA and a human agent. To separate them, use the Cloud Chat CSAT report.
Why don't the numbers match the ClaudIA metrics dashboard?
The two look at different cuts: the metrics dashboard starts from the conversation, this report starts from the flow trigger.
Can I export the data?
Yes. The blocks in the "Detalhamento" section are tables and can be downloaded.
Notes
- To understand the concept behind the flows, see What the "Fluxo Controlado" is
- For ClaudIA's general metrics, see How to use ClaudIA's Metrics Dashboard
- To build your own cut of the data, see How to use the Report Builder