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During the life cycle of an interaction, Lynn is storing data which can be exploited through the reporting module, offering the solution a view of the user behavior while interacting with the Lynn application flow.

The reporting module is based on a set of custom graphs configured by the Lynn application administrator, which has an interface in Lynn where you can select from a group of graphs and dashboards.

Lynn has two separate environments, similarly the stored information and the configured graphs are disaggregated in their respective environment, so it is important to remember that when a Lynn application is published for the first time, the Lynn application administrator must access the productive Lynn interface and activate the corresponding graphs, this is a job that is only done once, it would no longer be necessary to do in future publications unless a new graph is to be incorporated or one that no longer applies is to be eliminated.

Additionally, there is a set of APIs that allow the client to extract the information with which the graph was built. As a previous requirement, these graphs must be previously configured in the Lynn application.To check how to consume this API click HERE

Offer of Reports

The following dashboards are available:

A.- Supervisor

B.- Productivity

C.- Knowledge Performance

D.- Performance

Dashboard Supervisor

The Supervisor dashboard is available, which shows statistics of sessions and transfers to executives. Use this dashboard to analyze the daily behavior of your customers.

  • Performance attentions:

Chart showing the total number of sessions created and sessions transferred to an agent. By default, the graph will show the statistics of the last two days. The values ​​will be updated immediately after a customer creates a session or is transferred to an agent.

  • Detail transfer:

Table showing the number of transfers Lynn has made to agents. By default the table will show the statistics from the query day. The number of attendances does not consider if the agent responds or not to the client, nor are transfers counted once the call has been answered. The table is updated when Lynn makes the transfer.

  • Session time life:

Time chart showing the average life of the sessions. If the customer is transferred to an agent, the life time will be included in the session. The chart is updated once the customer's session is finished.

  • Detail session time life:

Table showing session statistics per day. By default the table will show results from the last 7 days. The total session time field represents the total sum of session times in minutes and AVG session time the average of that time. The chart is updated once the customer's session is finished.

  • Transfer to executive: Time chart showing the number of transfers made to agents. The chart is updated after Lynn makes the transfer.

Dashboard Productivity

The Activity Flow Dashboard will allow you to know the operations performed in your diagram. Use this dashboard to know who has created, updated or deleted the elements of your Tenant.

  • Top flow activity: Chart showing the activity that has taken place in your diagram. The account value represents the number of times that a user of your lynn application has performed an operation on the element.

  • Detail lynn activity: Table showing the details of the operations performed on your elements. You will also be able to find the Id of the element and the name of the user who modified your elements.

  • Top activity by user: Shows the top 10 of the users who have worked on your lynn application. Ordering from highest to lowest the activity of the users.

  • Activity schedule: Time chart showing the activity carried out by the users who have worked on the lynn application. The graph is updated every time a new operation is registered.

Dashboard Knowledge Performance

The Knowledge Dashboard allows you to know the result of the cognitive assessments of your application. Use this dashboard to improve your cognitive training.

Dashboard Controls

  • Intent Name:
    The Knowledge Dashboard allows you to view the results of your application's cognitive evaluations. Use this dashboard to enhance your cognitive training.Intent list which allows you to select one or more for evaluation within the dashboard.

  • Requires training: True or false menu. Select True to view the training phrases that have not passed the acceptance percentage configured in your Intent. You can view these highlighted training phrases within the Detail Confidence Evaluation table. Select False to view the training phrases that have passed the acceptance percentage of your intent and have therefore been able to execute your actions correctly.

  • Total evaluations: Counter that shows the total of cognitive evaluations performed by the Lynn app.

  • Avg evaluation intent: The graph shows the average of the 5 worst cognitive evaluations intentions.

  • Detail confidence evaluation: Tables with the result of the cognitive evaluations, the graph is divided in 5 tables according to predefined ranges.

  • Range 0 - 0.1: If the result of a cognitive evaluation is 0 probably, the phrase entered by the user is not trained in your cognitive engine.

  • Range 0.1 - 0.5: The result of the training is still low, it is recommended to improve your training and verify the confidence percentage of your intention.

  • Range 0.5 - 0.8: An acceptable training result, if the intention is not executed check the acceptance percentage configured for your intention.

  • Range 0.8 - 1.0: The phrase that has been evaluated coincides perfectly with your training.

  • Evaluation duration[ms] v/s Number of evaluations:

Graph over time that shows the average time that the cognitive evaluations have taken and the number of evaluations that have been performed. Use this graph to know the time of your cognitive evaluations, you will be able to identify that the evaluation time is good when it stays constant over time.

  • Total evaluation intent:

You will be able to see the total number of times a cognitive assessment has resulted in the intentions shown in the table.

Dashboard Performance

Performance Dashboard, provides the runtimes of each action in your application. Use this dashboard to know and improve the performance of your flow.

  • Processing time per action group [ms]: Heat map where you can identify the actions that take the most and least time to execute. The times shown are measured in milliseconds, the graph is updated each time an action is executed within your application.

  • Detail processing time: The table shows the detail that will allow you to easily identify the actions that have taken the longest time, ordered from longest to shortest duration.

Dashboard Management

Accessing your dashboards.

You can access your dashboards from the flow designer or by searching for the app in Lynn's home.

Flow Designer:

Lynn App:

Creating a new dashboard

To create a new dashboard, go to the Flow Designer and open the Dashboard Manager. The Add option will allow you to include your application with the default dashboards and customized ones.

Default Dashboards: The default dashboards have been created by the Lynn team, each of the dashboards have been created to analyze a particular component within your application.

Custom Dashboards: You will be able to create your dashboards with the visualizations that you consider necessary. Customize your dashboards by combining the charts available for your tenant.

Deleting Dashboards: The delete option will delete your dashboard and visualizations permanently from both Lynn and Kibana.

Program to send your report

Enter the automatic report sending window and you will receive an image of your dashboards to your email.

Limitations in the use of a dashboard

  • Only 10 dashboards per application can be had.

  • The default dashboard cannot be edited.

  • Automatic report sending is done once a day.

  • Only authorized people can view the dashboard.