Flows Destinations view


Feature coming soon

Prerequisites

The following permissions:

  • AnalyticsData 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 PerformanceFlows. 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. 

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. 


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. For example, click the ACD reason to see the names of queues that the calls entered.  


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.
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. 


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


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:

  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.