Choosing a funnel variant¶
Syncing a case funnel (POST .../pipeline/funnels/<funnel_id>/sync) creates five pipelines from the same stages. Pick the variant that matches the question you are asking.
How to call sync and what each definition contains: Building a custom pipeline · API reference.
Quick chooser¶
| Question | Use |
|---|---|
| Where are cases sitting now? | Case status snapshot → query with /last-state |
| How many cases reached each stage? | Case step entered (1×) |
| How busy was a stage (including revisits)? | Case step entered |
| How long did cases stay, and how often did they move? | Case step exited |
| How many tickets passed through without loop inflation? | Case step exited (1×) |
Snapshot vs entered (1×): both key off case number (dim3), not the case UUID. Entered (1×) counts a case in every stage it entered. Snapshot counts it only in the latest stage — and only when you use occupancy (/last-state), not /counts.
The five variants¶
Case status snapshot¶
Tag: pipeline-variant:enter-last-state
Where each case is right now. A case that went New → Review → Closed appears under Closed only.
Use for current workload by stage. Later stages can be larger than earlier ones; empty early stages usually mean work has already moved on.
Do not use /counts on this definition if you want “current stage” — that would still count a case in every stage it entered. Use /last-state (and optionally include_inactive for cases that did not move in the window).
Case step entered¶
Tag: pipeline-variant:enter
Every time a case enters a stage, including re-entries. Totals can exceed the number of cases. No duration metrics.
Use for activity volume and spotting loops.
Case step entered (1×)¶
Tag: pipeline-variant:enter-unique
Distinct cases that entered each stage. A revisit still counts as one. A case that passed several stages is counted in each of them.
Use for reach / conversion (“of cases that hit stage 1, how many reached stage 3?”).
Case step exited¶
Tag: pipeline-variant:movements
Every time a case leaves a stage (plus entries into closed). Includes duration metrics on non-closed steps and count-by-case on closed. Loops inflate counts and duration.
Use for throughput and time in stage.
Case step exited (1×)¶
Tag: pipeline-variant:unique
Same events as Case step exited, but each case counts once per stage. Duration is total time only.
Use for unique ticket throughput without double-counting revisits.
Enter vs exit (conceptually)¶
- Enter variants fire when a case enters a stage (
step_started). No time-in-stage on those events. - Exit variants fire when a case leaves a stage (
step_ended); the closed stage still uses an enter-style count, not duration.