# Workflows (Chat Flow)

You get access to the following Chat Flow reports in the Clickatell Portal:

* [​Full Analytics​](#full-analytics)

{% hint style="info" %}
These reports can be **downloaded** as PDFs. If any filters were applied, only the filtered results are exported.

Where applicable, view **Definitions** for terms used in the reports via the button in the top right.
{% endhint %}

## **Full Analytics** <a href="#full-analytics" id="full-analytics"></a>

This report provides a full view of the user's Chat Flow data over different periods.

* Use the buttons at the top to switch between the [General ](#general-report)and [Flow Feature](#flow-feature-report) views.

### General Report <a href="#general-report" id="general-report"></a>

At the top of the report, various **metrics** summarize how Chat Flow is performing.

<figure><img src="/files/eqRtrXlrQ3rhOo8643dJ" alt=""><figcaption></figcaption></figure>

Metrics include:

* Total interactions and total sessions
* Total number of active, new, and returning users
* Top flow by interactions and by sessions
* Top channel by interactions and by sessions
* Top keyword used

Scrolling down, you'll find **graphical** representations of your data.

<figure><img src="/files/WYLlGASXSSS3VvBdCBsI" alt=""><figcaption></figcaption></figure>

### Flow Feature Report

The Flow Feature report provides an in-depth view of the **flow features** you've set up in Chat Flow (Clickatell will help you set these up using your [data collections](https://guides.clickatell.com/flow/reporting-and-analytics/collections-and-reporting-labels)).

Flow features let you map customer journeys from initial contact to final outcome or transaction. For example, a series of steps in a flow for checking in to a flight can be grouped as a "CheckInStart" feature and tracked for drop-offs, successes, failures, or the number of users that visited that step.&#x20;

This type of journey mapping offers deep insight into your customers' behavior and how they move through your workflows, which flows are used most, and where the drop-off rates are the largest.&#x20;

At the top of the report, various **metrics** summarize your flow features.

<figure><img src="/files/gttULEzKbVnV8Mq3GsUH" alt=""><figcaption></figcaption></figure>

Scrolling down, you'll find **graphical representations** of your data.

<figure><img src="/files/OVwseNge5CNZXI9e6vZ4" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/EmUiNGTorqk3zR4FKBvl" alt=""><figcaption></figcaption></figure>


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