🔒Included in ALCMEON CARE ESSENTIAL, ALCMEON CARE ENTERPRISE

Incoming flow

The inbound flow is all the messages your customers have sent to you .

So it's a pretty simple concept, but in all of these messages, a lot of them are

• “automatic” messages linked to the use of your chatbots by your customers (in fact, a click on a bot button is actually considered as a message by messaging platforms)
• or messages that have been automatically archived by one of your triage rules.

In the illustration above, the incoming stream will contain 7 messages.

To monitor the inbound flow actually received by advisors, i.e. visible in the inbox, you must track the additional metric “Inbound flow outside chatbot” described below.

Incoming flow excluding chatbots

In the illustration above, the incoming flow outside chatbots will have 4 messages because:

• Message "1" was answered by a robot, so it is never visible in an advisor's inbox
• The "Hello" message was automatically archived when the next message from the customer arrived
• The "I can't register" message was automatically archived when the next message from the customer arrived

Indicators in these Analytics pages

Messages received

This is the number of messages received during the period.

Distinct clients

Number of clients who sent the received messages.

Conversations started

Number of "Messages Received" which are the first messages in a conversation.

In the "Incoming Flow" page , we take the number of "Messages Received", keeping only those that are the first messages in a conversation. Thus, in this page, the "Conversations Started" represents the number of conversations started during the period.

In the "Incoming Flow excluding Chatbots" page , we take the number of "Messages Received", keeping only those that are the first messages in a conversation. In a chatbot setup, this number is very low, because in the "Messages Received" section, we exclude those handled by a chatbot and never arriving in the inbox. Most of these first messages were answered by a chatbot. So, if we only keep the first conversation messages from this already very low number, the resulting number of "started conversations" remains low. Therefore, in this page (compared to the "Incoming Flow"), the "started conversations" are NOT the number of conversations started in the period where there was at least one message received by an agent…

Conversations received

Number of conversations with at least one message being a "Message Received" during the period. These are conversations that may have started before the period, but which received one or more messages during it. This grouping consists of grouping the number of "Messages Received" into conversations. The number of "Conversations Received" is therefore always greater than the number of “Conversations Started”, and the conversations received contain all the conversations started.

“Date of receipt” criterion

The period indicated at the top of the page is called "Date of receipt": we therefore take into account on this page the date on which the messages were received in Alcmeon.

One consequence of this is that it is impossible to compare the incoming flow figures with the processed messages, because the incoming flow is calculated over a period called "Received Date" and the processed messages over a period called "Action Date". However, a message can be processed one or more days after its receipt date.