How do I monitor workflow performance from the Workflows page?

Note: This is a new version of the Workflows page and is rolling out gradually. If you don't see these changes yet, they'll be available to your account soon.

The Workflows page now shows more detail about how your workflows are performing, so you can spot problems and see the effect of changes without stepping through cases one by one. This article walks through the new metrics, charts, and tables on the page.

How do I see workflow performance at a glance?

At the top of the Workflows page, a row of cards shows your overall performance for the selected date range: Cases impacted, Resolution rate, Handoff rate, AI experience, Error count, and Error rate. Each card also shows the change from the previous interval.

To change the date range, select the arrows next to the date at the top of the page, or select the date itself to choose a different range. Select Channel or Add filter to narrow the page to specific channels or other criteria.

How do I see which workflows changed the most?

The Top changes in resolution rate card lists the workflows with the biggest resolution rate changes compared to the previous interval, along with their case counts. Select All, Improved, or Declined to filter the list.

This is a good starting point when you want to know which workflows to investigate first, before digging into the full table or the trend chart.

How do I see resolution rate trends over time, and what caused a change?

The Resolution rate chart plots your metrics over the selected date range. Select Cases, Resolution, Handoff, AI experience, or Errors above the chart to switch what it displays.

How do I find and compare individual workflows?

The All workflows table below the charts lists every workflow with its own metrics: cases, resolution rate and its change, handoff rate, AI experience, error count, error rate, and when it was last modified.

• Use Search workflows to find a workflow by name.
• Use Sort by and Activation to reorder or filter the list.
• Select Metrics to choose which columns are shown in the table.

How do I investigate individual workflows?

Clicking on a workflow on the All workflows table will bring you to the intra-workflow page. You will first land on the Build tab, which is the workflow builder. The third tab to the right is the Monitor page, which is where you can dig deeper into an individual workflow.

At the top of the tab, there are cards that show the overall performance of the workflow: Cases impacted, Resolution rate, Handoff rate, AI experience, and Error rate.

The AI outcomes chart plots your metrics over the selected date range. Select AI outcomes, AI experience, or Errors above the chart to switch what it displays.

How can I see which step is causing the most issues in my workflow?

The Top issue steps shows the top steps in an individual workflow that cause Handoffs, Abandonments, and Errors. Switch between the three filters to see which the steps cause the most issues.

Clicking into a workflow step from this chart will pull up a side-sheet that shows the cases where this step caused an issue. By clicking the View step in builder button, you can go directly to the step in the workflow builder in order to make changes.

How can I see which data connection is causing the most issues in my workflow?

The Top data tools table shows the workflow steps involving a data connection, such as a custom API call, an MCP step, or a database connector step. This table will show the top data connector step by error volume.

Questions? Contact support@assembled.com and we'll be glad to help.