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.
This Genesys Cloud feature is not available to users from the PureConnect and Genesys Engage platforms. Users from those platforms can supplement or replace their platform’s workforce engagement features with the robust and scalable features available in Genesys Cloud. For more information about how customers from those platforms use Genesys Cloud features, see the Genesys Cloud Workforce Engagement for PureConnect Solution Guide and the Genesys Engage cloud User Guide.
Workforce engagement for PureConnect and Genesys Engage users
This Genesys Cloud feature is not available to users from the PureConnect and Genesys Engage platforms.
Users from those platforms can supplement or replace their platform’s workforce engagement features with the robust and scalable features available in Genesys Cloud. For more information about how customers from those platforms use Genesys Cloud features, see the Genesys Cloud Workforce Engagement for PureConnect Solution Guide and the Genesys Engage cloud User Guide.
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.
Use the date filter to customize analytics views.
Use presets to filter metrics by date, or configure a custom date range.
To use a preset to filter metrics, complete the following steps:
- Click the date to display the date filter.
- In the Presets list, select a preset date option.
Shows data for the current 30-minute time period.
Note: Because Detail views include Interval in the data grid, the Current interval preset is not displayed for these views.
|Today||Shows data for the time period that includes the current interval.|
|Yesterday||Shows data for the previous day.|
|This week||Shows data for a Sunday through Saturday time period.|
|Last week||Shows data for the previous week, Sunday through Saturday.|
|Previous 7 days||Shows data for the previous seven days.|
|This month||Shows data for the current month, with no extra days.|
|This month by week||Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.|
|Last month||Shows data for the previous calendar month with no extra days.|
|Previous 30 days||Shows data for the previous 30 days.|
|Previous 3 months||Shows data for the previous 3 months.|
Shows data for a 30-minute time period.
Note: Because Detail views include Interval in the data grid, the Interval preset is not displayed for these views.
|Day||Shows data for a single 24-hour day.|
|Week||Shows data for a Sunday through Saturday time period.|
|Month||Shows data for the exact month with no extra days. If the current month is selected, you will see the data up to the current date.|
|Month by Week||Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.|
To use a custom date range to filter metrics, complete the following steps:
- Click the date to display the date filter.
- Select a start date and an end date on the calendar, and click the filter arrow.
To view data for a different time period using the same date presets, click the arrows on either side of the date display.
For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.
- To filter by media type, click the Filter icon.
- Select the media type.
The selected media type icon is displayed above the column headers.
To show or hide columns, click and then search or scroll to select the columns you want to view.
To rearrange columns, click a column header and drag it.
To reset a view to default column settings, click Reset view to defaults.
To filter the view to see only the outcomes that you want, click the Filter outcome(s) search icon . Enter the name of the outcome and select it from the search results. You can continue to enter and select additional outcomes to add to the view.
Filter by selecting multiple outcomes
You can select multiple outcomes to filter by.
- In the outcome’s row, select the check box.
- Continue selecting outcome check boxes to add to filters.
- Click Add to filters.
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 Filters , and then search or scroll to select the filter you want to use.
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|
Displays information for interactions sent to the selected email addresses.
Displays information for interactions sent from the selected email addresses.
The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.
Displays metrics for interactions of the selected ACD message type. This filter only appears if you set the media type filter to Message. If you do not have any message types selected, the view displays information for all message types.
Genesys Cloud currently supports the following message types: Facebook, Line, SMS, Twitter, and WhatsApp.
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.|