Flow Performance views overview

In the Flow Performance views, see flow performance, including metrics and flow outcomes. These Flow Performance views include the following views.

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

Multiple flow summary views

These views show information about multiple flows or flow outcomes. You can use filters to customize which flows or outcomes the views show.

Single flow detail views

Click a row in any of the summary views to see detailed information about that flow or outcome. These detail views show information about a single flow or flow outcome. 

Note: Each view has its own permissions. For permission requirements, see each view’s article. In Queue call flow data is not included within the Flow Performance data.

Customize the views

Where applicable, you can customize these views to show only certain data. For example, you can arrange to see only some columns or only certain information for flows. Your customizations remain as you navigate from view to view or leave and return to a view. 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. And you can reset a view to default column settings. Administrators can also set the short disconnect metric for the Flows Performance Summary and Detail views. For more information about the customizations available in each view, see each view’s article. 

Customizations available include:

  • Date
  • Showing or hiding columns
  • Rearranging columns
  • Filtering by flow or flow outcome
  • Filtering by interaction details such as DNIS or direction 

More information about making these customizations is available in the following sections.

Use the date filter to customize analytics views.

Use presets to filter metrics by date, or configure a custom date range. When filtering metrics for this view, select any custom date range up to 6 weeks. 

To use a preset to filter metrics, complete the following steps:

  1. Click the date to display the date filter.
  2. In the Presets list, select a preset date option.

Date presets

Presets Description
Current interval

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 3 months Shows data for the previous 3 months. For example, Nov 1 2022 – Jan 31 2023.
Previous 30 days Shows data for the previous 30 days.
Interval

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:

  1. Click the date to display the date filter.
  2. Select a start date and an end date on the calendar, and click the filter arrow Date picker apply.

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.

  1. To filter by media type, click the Filter icon Filter icon.
  2. Select the media type. 

Notes:
  • When filtering you can select more than one media type. Click the relevant media type to select or deselect the type.
  • You cannot select the voice and callback types at the same time.
  • If you select voice, the callback option will be deselected, and if you select callback, the voice interaction will be deselected.

The selected media type icon is displayed above the column headers. 

Note: The available media types may vary from those shown above.

To show or hide topic columns, click  and then search or scroll to select the columns you want to view. 

To rearrange topic columns, click a column header and drag it.

To reset a view to default column settings, click Reset view to defaults Reset view.

You can select up to 20 topic columns.

Data in the view can be displayed in a chart. To view the chart, click the Show/Hide chart icon show/hide chart icon.