Paths

Terminology

• Total paths started: The total number of times a path was started (through user utterances, Events, or Channel route). Paths started includes both the completed and incomplete paths.
• Paths completed: The total number of times where solutions were successfully provided.
• Completed paths endpoint breakdown: The type of configured solutions provided by Paths:
  1. API triggered: Users triggered an API
  2. Answers provided: Users are provided with a KB article or a plain text answer
  3. Handoff: Users are given a link to file a ticket through native paths
• Incomplete paths: The total number of times where:
  1. Solutions were provided but users give negative feedback;
  2. Users stopped interacting with Paths in the middle of the flow;
  3. Users asked for help and created a ticket in the middle of the flow.
• Employees helped: The unique number of employees who were successfully helped by Paths.