Flows Destinations view
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 Performance > Flows. 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 .
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.
An agent transferred a call to a call flow.
Someone, such as an internal user, called a flow directly by typing the flow name directly into the dialpad.
The caller dialed a number that directly routes to a flow.
A flow transferred the call to another flow.
Outbound dialing called a contact. After the contact answered the call, the system transferred the call to an outbound flow.
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.
|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.|
The Disconnects section displays how calls disconnected from the IVR flow. Click a disconnect reason to filter the other sections by that disconnect reason.
|Customer Disconnect||An external event, such as a customer hanging up, disconnected the call from the flow.|
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.
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
|Reason||How the call entered, exited, or disconnected from the flow.|
|Number of calls||The number of calls for that section that match the reason.|
|Percentage of calls||The percentage of calls that match the reason related to the total number 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.
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:
- 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, with today being the seventh day.
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.
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.