Flows Performance Detail view


Prerequisites

The following permissions:

  • AnalyticsData Export All
  • Analytics > Flow Aggregate > View
  • Architect > Flow > Search
  • Architect > Flow > View
  • Analytics > Insight Configurations > View

The Flows Performance Detail view displays statistics, including flow outcomes, for calls that enter a specific Architect flow. These statistics can help supervisors determine performance issues with a specific flow and gather data about self-service success.

Note: To collect flow data for this view, you must republish flows that were published before May 22, 2019. For more information about working with flows, see Manage flows.

View data for a specific flow

  1. Click PerformanceFlows.
  2. From the Flows Performance Summary view, click a specific flow or flow version.
  3. To see the most current data, click Refresh . This view does not update automatically. 
  4. To save the view with your filter and column settings, click Save .
  5. To export the data in the view, click Export .
  6. To view a summary graphic of a metric, at the top of the page, click that metric.

To view more flow outcome information and open the Flows Outcome Detail view, click the Outcomes tab.

Note: Each view has its own permissions. For permission requirements, see each view’s article.

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 flows. 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:

  1. Click the icon for a date filter. Queues Performance date filter
  2. Click a view option for the chosen date filter.Queues Performance date filter options

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.

Note: Some views do not include all date filter options.

Icon Time Period Options
Queues performance day icon Day

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.

Queues performance week icon Week

Week: Shows data for a Sunday through Saturday time period.

Previous 7 days: Shows data for the previous seven days, with today being the seventh day.

Queues performance month icon Month

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.

Queues performance custom icon 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 Date picker apply

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.Queues performance 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. Queues Performance view current day or interval


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.

The summary row above the flow rows displays a graph of a metric for the flow. 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 flows, filter for those certain flows.

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.

Flow Preformance graph

To filter by information about the flow, click the Filter .

Filter Description
DNIS

Displays information for interactions with the selected original DNIS number. This DNIS number was dialed at the beginning of the interaction.

  • Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
  • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
  • Filter for multiple numbers at one time by entering other numbers and searching again.
Session DNIS

Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction.

  • Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
  • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
  • Filter for multiple numbers at one time by entering other numbers and searching again.
ANI

Displays interactions with the selected ANIs.

  • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
  • You can search for multiple numbers by searching again.
Direction

Displays information about interactions of the selected directions.

Initial Direction

Displays information about interactions with the selected initial direction.

Type Displays the selected type of call: inbound, outbound, and secure.
Flow Version Displays statistics for the selected flow version. Enter in the full version number, for example, 25.0.
Destination Type Displays the selected type of flow destination: ACD, group, number, user, ACD voicemail, user voicemail, flow, and secure flow. 
Flow Outcomes Displays statistics for the selected flow outcomes. For more information about flow outcomes, see Add a flow outcome.
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
Wrap-up Displays interactions that have the selected wrap-up codes set during the flow.


Available columns

Your customizations determine which metric columns the view shows.

Flow

Column Description
Avg Flow The average amount of time that an entry spent in the flow.
Entries

The total number of times that calls enter the flow or flow version. A call can enter a flow multiple times.

Interval  The time period.
Max Flow

The longest amount of time that an entry spent in the flow.

Total Flow

The total time entries spent in the flow. 

Disconnects

Column  Description
Avg Disconnect

The average amount of time until an entry disconnected in a flow.

Customer Disconnect

The number of times customers disconnected in a flow, including the percentage of customer disconnects compared with the disconnect count.

Customer Short Disconnect

The number of times customers disconnected in a flow before short disconnect time. Includes the percentage of customer short disconnects compared with the disconnect count.

The default short disconnect time is less than 10 seconds, though administrators can set the short disconnect time to any threshold they want. For more information, see Set the short disconnect time.

Disconnect

The number of entries that disconnected in the flow, including the percentage entries that disconnected compared with the total number of entries. 

Flow Disconnect

The number of times a flow disconnected entries, including the percentage of flow disconnects compared with the total number of disconnects. 

Max Disconnect

The longest amount of time that an entry spent in the flow before disconnecting.

System Error Disconnect

The number of times entries disconnected in a flow due to a system error. This column includes the percentage of system error disconnects compared with the total number of disconnects. 

Total Disconnect

The total amount of time an entry spent in a flow until it disconnected.

Exits

Column Description
ACD Exit

The number of times an entry exited a flow to an ACD queue. Includes the percentage of ACD exits compared with the total number of exits. 

ACD Voicemail Exit

The number of times an entry exited a flow to an ACD voicemail. Includes the percentage of ACD voicemail exits compared with the total number of exits. 

Avg Exit

The average amount of time that an entry spent in a flow before exiting.

Exit

The number of entries that exited the flow to another destination, such as an ACD queue, ACD voicemail, or user. Includes the percentage of exits compared with the total number of entries. 

Flow exit

The number of times an entry exited a flow to another flow. Includes the percentage of flow exits compared with the total number of exits. 

Group Exit

The number of times an entry exited a flow to a group. Includes the percentage of group compared with the total number of exits. 

Max Exit

The longest amount of time that an entry spent in the flow before exiting.

Number Exit

The number of times an entry exited a flow to a number. Includes the percentage of number exits compared with the total number of exits. 

Secure Flow Exit

The number of times an entry exited a flow to a secure flow. Includes the percentage of secure flow exits compared with the total number of exits. 

Total Exit

The total amount of time an entry spent in a flow until it exited the flow to another destination, such as an ACD queue, ACD voicemail, or user.

User Exit

The number of times an entry exited a flow to a user. Includes the percentage of user exits compared with the total number of exits. 

User Voicemail Exit

The number of times an entry exited a flow to a user's voicemail. Includes the percentage of user voicemail exits compared with the total number of exits. 

Outcomes

Notes:

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.

Column  Description
Avg Outcomes

The average number of flow outcomes per entries into the flow. Calculated by: number of flow outcomes / number of entries

Failure

The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcomes.

Outcome

The number of flow outcomes.

Success

The number of flow outcomes that were success. Includes the percentage of success outcomes compared with the total number of outcomes.