Flows Destinations view
The following permissions:
- Analytics > Data Export > All
- 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 contains three main sections: Entries, Exits, and Disconnects. Each section displays the number, percentage of calls, and visual graph for the different categories in it. Click an entry, exit, or disconnect reason to filter the sections by that reason. The view also displays a graph of the data for the selected dates and section.
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.
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. For example, click the ACD reason to see the names of queues that the calls entered.
|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.|
|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.
|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.
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. The data does not filter when you click an entry, exit, or disconnect reason in the sections.
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.
Customize the view
Customize the view to show only certain data. You can save your filter and date 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:
- 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.