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Overview
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- Select the From date. By default, a period of 30 days is displayed in the calendar. A maximum of three months (90 days) can be specified to download the transaction history.
- Select the To date.
- Click Download
The file will be downloaded in .csv format as shown below:
The following columns are displayed.:
Transaction ID: The unique identifier of the transaction.
Transaction Date & Time: The date and time when the transaction occurred.
Bot Name: The name of the Bot where the transaction occurred.
Associated Skill Name: The skill associated to the transaction such as FAQ, View Ticket, and Add Worklog.
Transaction Type : Indicates the type of transaction that occurred either a Automated Workflow transaction or a Conversation transaction. This relates to the transaction licenses.
Fulfillment Type: The type of fulfillment that was used on the Skill associated with the transaction. This could be Automation Workflow, Web Services, Text, Email, Pre-Conversation Action, or FAQ.
Fulfillment Details: Fulfillment details includes the Automation workflow name, Web services connector and operation, Text ( and No need of Text response with actual output), Email-Template Name ( and for custom templates have "Email" only), or Pre-conversation action.
User Name: The username of the user chatting with the Luma bot that initiated this transaction.
Role: Role of the user who initiated the transaction.
Channel: The chat channel used to initiate this transaction. For example, MS Teams, Skype for Business, Web Widget, Slack and so on.
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The following section describes rules that define conversation transactions and automated workflow transactions.:
Conversation
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Transaction Rules
The following scenarios create a conversation transaction:
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- Leaving a Skill conversation prior to fulfillment (previously Action) being called. This includes if a user is using an abort word such as “exit”, or the user sitting idle, or not responding before the session timeout.
- Using the Test Bot feature within the Skills Builder Interface.
- Using System Skills such as the Welcome Skill, Registration Skill, or Fallback Skill.
- Triggering the Transfer to Agent Skill to chat with a live support team member.
- An external system using the Luma API to send a notification to a user through Luma. Note: user-initiated skills executed as their response to the follow-up, are counted as billable skill transactions.
- An automated follow-up sent to a user through Luma. Note: user-initiated skills executed as their response to the follow-up are counted as billable skill transactions.
- A pre-conversation action that does not execute an external web service call after prompting the user. For example, a knowledge article is displayed to the user and then asked, "if the article resolves their request". They respond that no it does not resolve their issue and the skill conversation continues.
- Using “small talk” phrases such as “good morning”, “thank you”, and “I like you”.
- Skills executed on a Staging (non-production) Luma environment.
- A Pre-Conversation Action that executes user prompts and user responds to the prompts which are not expected for the user response options defined. These scenarios are considered as aborted skill category.
Automated
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Workflow Transaction Rules
Automated workflows are licensed for each user. Each execution of a workflow is considered as one transaction. These automated workflow transactions are in addition to conversation transactions. If a Luma skill is fulfilled by an Automated Workflow, two transactions are involved, a conversation transaction and an automated workflow transaction.
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What will not be considered as an automated workflow transaction:
- Automation workflows executed on a Staging (non-production) Luma environment.
Luma Usage Alerts
Usage alerts are sent to the technical and billing contacts via email at various stages, specifically when the usage of transaction approaches to 75%, 85%, and 95%. Alert is also sent when the contract approaches its due date.
If the tenant enables the automatic refill of the transactions, refill is done automatically at 95% of utilization of the existing transactions usage. If auto-refill option is not enabled, customer is required to contact the Serviceaide support or sales to refill Luma transactions.