What are Controlled Flow Call Errors and why should I analyze them?
Controlled Flow Call Errors are one of the reasons why ClaudIA transfers to human agents. To verify if the focus should be on Controlled Flow Call Errors, consult the FAQ on How to monitor and increase ClaudIA retention.
This guide explains how to immediately address the Controlled Flow Call Errors that most contribute to transfers, helping to reduce the volume of tickets sent to humans.
⚡ How to use this FAQ: Read everything first to understand the concepts and the step-by-step process. Then, open the dashboard to put the guidance into practice.
🚀 Where to start the analysis?
Within the dashboard, in the tab 'Transferred due to Controlled Flow call failure,' as shown in the image below, you will find tables that help identify call failures in Controlled Flow. These tables help quickly pinpoint where the biggest impacts on retention are.
Main tables
Table "% of Controlled Flow Call Errors by Flow" → shows for each Controlled Flow, the weekly percentage of tickets that returned to N2 because the bot failed.
It's important to analyze the most recent full week to identify the biggest offenders. To sort, click on the column header.
Table "Tickets with Call Error by Flow" → indicates which tickets are linked to Controlled Flows that experienced failures.
In this table, flows can be sorted alphabetically to facilitate analysis and audits.
1. Time to act
Analysis checklist
-
Are the integrations/APIs correct?
-
Are the input data/variables validated?
-
Are there conflicting conditions in the flow?
-
Does the error occur in critical high-volume flows?
Practical suggestions
✅ Fix flows with the highest error percentages.
✅ Create fallback options to prevent a poor user experience.