Flow Outcomes Summary view
The following permissions:
- Analytics > Data Export > All
- Analytics > Flow Aggregate > View
- Architect > Flow > Search
- Architect > Flow > View
- Architect > Flow Outcome > View
The Flow Outcomes Summary view displays statistics related to flow outcomes for calls that enter Architect flows. These statistics can help supervisors determine how well flows serve customers and gather data about self-service success.
To see the view, click Performance > Flow Outcomes.
This view does not update automatically. To see the most current data, click Refresh .
To save the view with your filter and column settings, click Save .
To export the data in the view, click Export .
View outcome statistics for a flow
To see the metrics for flows that use a flow outcome, click in the flow’s row. The flows and their data related to the outcome display under the outcome’s row.
For more information about a specific flow and outcome, click the flow name. The Flows Performance Detail view for that flow opens with the Flow Outcome filter active to represent that flow version.
Customize the view
Customize the view to show only certain data. For example, you can choose to show only certain columns or filter to see information for certain outcomes. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view.
To use date filters to customize analytics views:
- Click the icon for a date filter.
- Click a view option for the chosen date filter.
The view displays data for the selected date filter.
If the view updates automatically and the selected date filter includes the current interval, then PureCloud continually updates the view to get the most up-to-date information. If you would like to update the current interval statistics manually, then click Refresh. If the selected date filter shows historical data (past intervals), then the view does not refresh.
Day: Shows data for a single 24-hour day.
Interval: Shows data for a 30-minute time period. To view the current interval, click Current Interval next to the date display.
Note: The Queues Performance Detail view does not include this option because the view already shows intervals in the data grid.
Week: Shows data for a Sunday through Saturday time period.
Previous 7 days: Shows data for the previous seven days.
Day: Shows data for the exact month with no extra days.
Week: Shows data for a calendar month starting on Sunday and ending on Saturday. Includes extra days if the month does not start on Sunday.
|Custom date range||Date range picker: Shows data for the range of dates that you select with the date picker. Click a start date and an end date on the calendar, then click|
To view data for a different time period using the same filter settings, click the arrows on either side of the date display. For example, to view data for the previous day, click the day filter and then click the arrow on the left side of the date.
To view data for the time period that includes the current interval, click Today or Current Interval as applicable. These links only appear when you view historical data that do not include the current date and time.
To show or hide columns, click and then select the columns you want to view.
To rearrange columns, click a column heading and drag it.
To filter the view to see only the outcomes that you want, in the Outcomes field enter the appropriate outcome name and then select it from the list.
To view multiple outcomes, continue entering and selecting flows.
To stop filtering by an outcome, above the table, click beside that outcome.
The summary row above the flow rows displays a graph of a metric for all or selected outcomes. To choose which metric to display, click a metric above the graph. To see more metric options, show more metric columns. To see only data for certain outcomes, filter for those certain outcomes.
To see more information about the data, hover over the bars in the graph. The above a bar represents the largest amount for that time period, and the represents the lowest amount.
To filter by information about the flow, click the Filter .
Displays information for interactions with the selected original DNIS number. This DNIS number was dialed at the beginning of the interaction.
Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction.
Displays interactions with the selected ANIs.
Displays information about interactions of the selected directions.
Displays information about interactions with the selected initial direction.
|Flows||Displays statistics for the selected Architect flow.|
|Flow Outcome Value||Displays statistics for the selected flow’s success or failure outcome value. For more information about flow outcome values, see Set Flow Outcome action|
Your customizations determine which metric columns the view shows.
The result of an outcome resets anytime an interaction encounters the same outcome again, even if the outcome was originally successful. The system only tracks and displays the last result of an outcome.
If the interaction ends without encountering a successful result, then the system considers the outcome started but incomplete. Outcomes that are incomplete automatically have a failure result.
|Attempts||The number of times that an outcome occurred.|
|Avg Duration||The average amount of time that a call spent in a flow and flow outcome.|
|Failure %||The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcome attempts.|
|Max Duration||The longest amount of time that a call spent in a flow and flow outcome.|
|Min Duration||The shortest amount of time that a call spent in a flow and flow outcome.|
|Outcome||The name of the flow outcome. For more information about flow outcomes, see Add a flow outcome.|
|Success %||The number of flow outcomes that were success. Includes the percentage of success outcomes compared with the total number of outcome attempts.|
|Total Duration||The total amount of time that calls spent in a flow and flow outcome.|