# Flow agents report The **Flow agents** report shows what your Flow Agents did over a period: the conversations they worked on, the replies they sent, the chats they handed to a person and why, the flows customers completed, the leads still waiting for a reply, and what the replies cost. Every figure is compared with the period before, so you can see at a glance whether things are getting better. Open **Reports**, then **Flow agents** under **AI & Flows**. You can also get there from the **Usage** strip on the Flow Agents page by clicking **View the full report**. The report is available to administrators. ## Choose what to look at * **Date range** — the period the report covers. * **Group By** — for a range of about a month or longer, show the chart by **Day** or **Week**, and by **Month** once the range is 90 days. * **Flow agent** — pick one agent to look at it on its own, or keep **All flow agents**. ## The cards * **Conversations handled** — conversations a Flow Agent worked on during the period, whether they started before it or not. * **Replies sent** — messages your Flow Agents sent to customers in live conversations, counted per day. * **Customer messages** — messages customers sent in the conversations a Flow Agent handled. * **Handed to a person** — conversations a Flow Agent passed to your team, counted once per conversation, with the share of handled conversations underneath. * **Completed the flow** — conversations that reached the end of the flow without being handed to a person, with the share of handled conversations underneath. * **Leads to follow up** — handled conversations rated above your lowest lead category, still open, where the customer spoke last. This card shows what is open right now, so it has no comparison. * **LLM cost** and **Cost per conversation** — the cost of the live replies in the period, and that cost divided by the conversations handled. Each card shows the change against the previous period of the same length, for example **vs previous 7 days**. Below the cards, the **Handled and handed to a person** chart shows both figures for each day, week or month. ## Needs a person now **Needs a person now** is the list to start with. It shows the conversations waiting on your team: hot leads first, then warm leads, then handoffs nobody has answered, with the longest waiting at the top of each group. A handoff counts as unanswered while the conversation is still open and no teammate has replied since the handoff. Each row shows the conversation, the contact, why it was handed off (for handoffs), the Flow Agent, who it is **Assigned to** (**Nobody yet** when no one is) and how long the customer has been **Waiting**. The list shows the first 50 conversations; click a conversation to open it in a new tab. ## By flow agent **By flow agent** puts every Flow Agent in the account side by side, busiest first, with its **Published** or **Draft** status and its **Handled**, **Replies**, **Handed off**, **Completed** and **Cost** figures for the period. ## Handed to a person **Handed to a person** lists every conversation handed off in the period, newest first, 25 to a page. For each one you see the contact, the Flow Agent, **Why** it was handed off, when it was **Handed off**, who it is **Assigned to**, and the time of the **First human reply**. A conversation that is still open with no reply from your team shows **Waiting** instead, so you can see how quickly your team picks up each handoff. ## Why they were handed off The **Why they were handed off** panel groups every handoff in the period by what triggered it, with the number of handoffs and each trigger's share of the total: * **AI decided a person should take over** — during the chat, the agent judged that a person should step in, including after it collected the [details you asked for before a handoff](/flow-agents/testing-and-connecting-an-agent#details-to-collect-before-handing-off). * **Knowledge answer says a person must handle it** — the AI Knowledge answer that matched the customer's question says the matter is for your team to handle. * **Reached a hand-off step in the flow** — the flow itself led to a handoff: an **End** step that hands off, a branch that leads to the default End step, or a follow-up step that hands off. * **Flow could not continue** — the flow had nowhere to go next, or the agent was left with no reply to send, so it handed over rather than leave the customer waiting. Worth checking the flow for a step without a way forward. * **Technical problem** — the agent could not reply because of a technical issue, such as a problem with your AI key. The panel counts every handoff, so a conversation handed off twice counts twice here, while the **Handed to a person** card counts it once. Below the table, the panel also says how many conversations were handed off more than once, so repeat escalations stand out. The **Handed to a person** list and the **Needs a person now** list show the trigger on each row. In **Handed to a person**, hover over a trigger to see more detail where there is some, such as the reason the AI gave. Triggers are recorded from the date shown in the panel. Handoffs from before that date still count in the report, marked **Not recorded**. ## Good to know * The report covers at most 90 days at a time. Pick a longer range and it shows the last 90 days, with a note saying so. * Building and testing in the designer and the Playground is not counted in replies or cost. * Leads need **Lead analysis** switched on in **Flow Agents → AI Monitoring**. While it is off, the **Leads to follow up** card is hidden, a note under the cards links to **Open AI Monitoring**, and **Needs a person now** only lists handoffs waiting for a reply. See [Lead temperature](/conversations/lead-temperature). ## Related * [Reports and Analytics](/reports/reports-and-analytics) * [Building the conversation flow](/flow-agents/building-the-conversation-flow) * [Testing and connecting an agent](/flow-agents/testing-and-connecting-an-agent) * [Lead temperature](/conversations/lead-temperature) --- Source: https://help.mampuai.com/reports/flow-agents-report