Flows Destinations view


Prerequisites

The following permissions:

  • Analytics > Flow Aggregate > View
  • Architect > Flow > Search
  • Architect > Flow > View
  • Analytics > Insight Configurations > View

The Flows Destinations view allows you to see how voice interactions enter and leave the IVR flows in your contact center. To see the Flows Destinations view, click PerformanceFlows. Then click the Destinations tab. 

Interpret the view

The view has a graph and three main sections: Entries, Exits, and Disconnects.

Graph of data

This view contains a graph of data about the number of entries, exits, or disconnects in the flow. In the graph, click a section name to display graphical data about that section. The graph’s data filters when you filter by date, flows, or DNIS. If you click a reason in the Exits or Disconnects sections, then the graph updates to show that reason in comparison to all of that section’s total calls. The data does not filter when you click an entry reason in the Entries section.

To see more information about the data, hover over the bars in the graph. The arrow pointing up above a bar represents the largest amount for that time period, and the arrow pointing down represents the lowest amount.

To view or hide the graph, click Graph .

Entries

The Entries section displays how interactions entered the IVR flow. The section displays the overall entry reasons, such as DNIS or agent transfer, and specific entry reasons, such as a specific DNIS number or the name of the agent who transferred the call to a flow. Click an entry reason to filter the other sections by that entry reason.


Entry reason Description
Agent

An agent transferred a call to a call flow.

Direct

Someone, such as an internal user, called a flow directly by typing the flow name directly into the dialpad. 

DNIS

The caller dialed a number that directly routes to a flow.

Note: The same number could route to different flows based on how your organization has set up routing. For example, schedule and emergency settings could route the same DNIS to a different flow. 

Flow

A flow transferred the call to another flow. 

Outbound

Outbound dialing called a contact. After the contact answered the call, the system transferred the call to an outbound flow. 


Exits

The Exits section displays where calls went after they exited the IVR flow, such as a queue or another flow. Click a specific exit reason to see more details about that reason and to filter the other sections by that exit reason. For example, click the ACD reason to see the names of queues that the calls entered and to see the number and percentage of other reasons that had that exit.  


Exit reason Description
ACD The call entered a queue.
ACD Voicemail The call entered into an ACD voicemail.
Flow The call entered another flow.
Group The call went to a group
Number The call went to another number.
Return to Agent The call returned to an agent after the agent transferred the call to a secure call flow that triggered a return to agent action.
Secure Flow The call entered a secure flow.
User The call went to a user in your organization.
User Voicemail The call went to a user’s voicemail in your organization. 


Disconnects

The Disconnects section displays how calls disconnected from the IVR flow. Click a disconnect reason to filter the other sections by that disconnect reason.


Disconnect reason Description
Customer Disconnect An external event, such as a customer hanging up, disconnected the call from the flow.
Flow Disconnect 

The flow disconnected the call due to the flow design, such as a disconnect action that allows callers to press a number to disconnect from the flow. 

System Error Disconnect

The call encountered an error in the flow, and the flow disconnected the call due to its error handling settings


Section columns

By default, each section has four columns:

  • a list of reasons for that particular section
  • the number of calls for that reason
  • the percentage of calls for that reason
  • a visual representation of the percentage of calls compared with the total number of calls

Example Column Description
Flows Destinations view Reasons column Reason How the call entered, exited, or disconnected from the flow.
Flows Destinations view Number of calls Number of calls The number of calls for that section that match the reason.
Flows Destinations view Percentage of calls Percentage of calls The percentage of calls that match the reason related to the total number of calls.
Flows Destinations view Visual representation of percentage of calls Visual Representation A visual representation of the percentage of calls that match the reason.


Click a specific entry, exit, or disconnect reason to filter the sections by that reason. When you filter by a reason, the view updates the current data and adds more columns.  


Example Column Description

Click the image to enlarge.Flows Destinations view filtered reasons

Reason How the call entered, exited, or disconnected from the flow. The view highlights the row of the reason you click to filter by. 
Click the image to enlarge.Flows Destinations view filtered number of calls Number of calls The number of calls for that section that match the reason and selected reason filter. If no calls match the selected reason filter, then the number remains as the total number of calls that match the reason, but the number appears dimmed. 
Click the image to enlarge.Flows Destinations view filtered percentage of calls Percentage of filtered calls

When you filter by a reason, then this column appears and displays the percentage of calls that match the filtered reason related to the total number of calls. If no calls match the selected reason filter, then the view does not display a filtered percentage.

Click the image to enlarge.Flows Destinations view filtered total percentage of calls Percentage of calls The percentage of calls that match the reason in the row related to the total number of calls for that reason. 
Click the image to enlarge.Flows Destinations view filtered visual representation Visual representation A visual representation of the percentage of calls that match the reason and the selected reason filter. Any difference between the two percentages appears as a dimmed part of the bar. 


Note: You can select and filter by only one reason at a time. If you click a second reason, then the filter for the first reason clears and the data filters by the second reason instead.

Customize the view

Customize the view to show only certain data. To save your filter and date settings for the view, click Save



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



Filter the view to display the information related to a specific flow.

To filter by a flow, enter name of flows you want to view in the Filter by flows(s) field. Select the flow from the search results.



To filter by DNIS, click Filter . In the DNIS field, enter the full DNIS of the DNIS number you want to filter for. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).

Filter for multiple numbers at one time by entering other numbers and searching again.