Prerequisites

The following permissions:

  • AnalyticsData Export All
  • Analytics > Flow Aggregate > View
  • Architect > Flow > Search
  • Architect > Flow > View
  • Analytics > Insight Configurations > View
  • Analytics > Speech and Text Analytics Aggregates > View

The Flows Performance Summary view displays statistics, including flow outcomes, for calls that enter an Architect flow. These statistics can help supervisors determine performance issues with a specific flow and gather data about self-service success. The view only includes flow outcomes that are in the divisions the user is permitted to see.

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

Set a default time zone in the workspace

You can set the default time zone in the analytics workspace before viewing any analytics view.

To set the default time zone in the workspace, follow these steps:

  1. Click Performance > Workspace.
  2. On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.

To see the view, click Performance > Workspace > Flows > Flow Outcome Performance. To see a breakdown of metrics by interval for a specific flow, click that flow to go to its Flows Performance Detail view. To see how voice interactions enter and leave the IVR flows in your contact center, click the Destinations tab to go to the Flows Destinations view.

This view does not update automatically. To see the most current data, click Refresh .

To save the view with your filter and column settings, click Save .

To export the data in the view, click Export .

View version statistics for a flow

To see the flow version and related metrics for a flow, click in the flow’s row. The flow versions and their data display under the flow’s row. 

For more information about a flow version, click the flow version number. The Flows Performance Detail view for that flow opens with the Flow Version filter active to represent that flow version.

Customize the view

Customize the view to show only certain data. For example, you can choose to show only certain columns or filter to see information for certain flows. 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. 

To customize analytics views, use the date filter.

To filter metrics by date or configure a custom date range, use presets. 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. To display the date filter, click the date.
  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.
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 30 days Shows data for the previous 30 days.
Previous 3 months Shows data for the previous 3 months. For example, Nov 1, 2022 – Jan 31, 2023.
Interval Shows data for a 30-minute time period.
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 can 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 .

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.

To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

  1. To filter by media type, click the Filter icon Filter button.
  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. If you select callback, the voice interaction will be deselected.
  • The available media types may vary from those shown above.

The selected media type icon is displayed above the column headers. For more information about various media types and their settings, see the Set behavior and thresholds for all interaction types section in the Create and configure queues.

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

To show or hide columns:

  1. Click the Pick columns icon on the right side. The Add/Remove Column pane appears.
  2. (Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z
  3. (Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
  4. (Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle. Click the image to enlarge.

    Sort by options that appear when you add or remove column
  5. Search or scroll to select the columns you want to view.
    Note: You can also use keyboard navigation to choose the columns.
  6. Click Save. The selected columns appear on the screen.
    Note: The column selections appear only after saving the changes and do not apply to the table immediately.

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

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

      You can select up to 20 columns.

      For more information about the metrics shown in the columns, see the Available Columns section in this article. 

      To filter the view to see only the flows that you want, click the Filter flow(s) search icon .  Enter the name of the flow in the Filter flow(s) field, and select the flow from the search results. You can continue to enter and select additional flows to add to the view. 

      Filter by selecting flows

      You can select multiple flows to filter by. 

      1. In the flow’s row, select the check box.
      2. Continue selecting flow check boxes to add to filters. 
      3. Click Add to filters.

      To stop filtering by a flow, above the table, click  beside that flow’s name.

      The summary row above the flow rows displays a graph of a metric for all or selected flows. To choose which metric to display, click a metric above the graph. To see more metric options, show more metric columns. To see only data for certain flows, filter for those certain flows.

      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.

      To filter by information about the flow, click Filters , and then search or scroll to select the filter you want to use.

      Filter Description
      DNIS

      Displays information for interactions with the selected original DNIS number. This DNIS number was dialed at the beginning of the interaction.

      • Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
      • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
      • Filter for multiple numbers at one time by entering other numbers and searching again.
      Session DNIS

      Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction.

      • Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
      • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
      • Filter for multiple numbers at one time by entering other numbers and searching again.
      ANI

      Displays interactions with the selected ANIs.

      • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
      • You can search for multiple numbers by searching again.
      Direction Displays statistics for entries of the selected directions.
      Initial Direction

      Displays information about interactions with the selected initial direction.

      Type Displays the selected type of call: inbound call, outbound call, secure call, inbound chat, inbound email, and inbound message.
      Flow Version Displays statistics for the selected flow version. Enter in the full version number, for example, 25.0.
      Destination Type Displays the selected type of flow destination: ACD, group, number, user, ACD voicemail, user voicemail, group voicemain, flow, secure flow, and return to agent. 
      Flow Outcomes Displays statistics for the selected flow outcomes. For more information about flow outcomes, see Add a flow outcome.
      Flow Outcome Value Displays statistics for the selected flow’s success or failure outcome value. For more information about flow outcome values, see Set Flow Outcome action
      Wrap-up Displays interactions that have the selected wrap-up codes set during the flow.
      To

      Displays information for interactions sent to the selected email addresses. 

      • Enter the full email address, such as person@example.com. The filter cannot search for a partial address. 
      • Filter for multiple addresses at one time by entering other addresses and searching again.
      • When searching for a phone number, enter the entire phone number. For example, enter 13171002997 or 3171002997 to search for interactions sent to +1 317-100-2997.
        The filter cannot search for a partial phone number and it cannot process hyphens. You can omit the country code.
      From

      Displays information for interactions sent from the selected email addresses. 

      • Enter the full email address, such as person@example.com. The filter cannot search for a partial address. 
      • Filter for multiple addresses at one time by entering other addresses and searching again.
      Provider

      The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.

      Message Type

      Displays metrics for interactions of the selected ACD message type. This filter only appears if you set the media type filter to Message. If you do not have any message types selected, the view displays information for all message types.

      Genesys Cloud currently supports the following message types: Facebook, Line, Open, SMS, Twitter, Web Messaging, and WhatsApp. 

      Flow Milestones

      Displays information about interactions with the selected flow milestones.

      Available columns

      Your customizations determine which metric columns the view shows.

      Flow

      Column Description
      Avg Flow

      The average amount of time that an entry spent in the flow.

      Avg Milestones

      The average number of milestones per flow and flow outcome.

      Entries

      The total number of times that calls enter the flow or flow version. A call can enter a flow multiple times.

      Flow  The name of the flow. If you have the flow row expanded, this column also shows the flow version. 
      Max Flow

      The longest amount of time that an entry spent in the flow.

      Milestones

      The total number of Milestones.

      Total Flow

      The total time entries spent in the flow. 

      Type The type of flow: inbound call, outbound call, or secure call. 

      Disconnects

      Column  Description
      Avg Disconnect

      The average amount of time until an entry disconnected in a flow.

      Customer Disconnect

      The number of times customers disconnected in a flow, including the percentage of customer disconnects compared with the disconnect count.

      Customer Short Disconnect

      The number of times customers disconnected in a flow before a short disconnect time. Includes the percentage of customer short disconnects compared with the disconnect count.

      The default short disconnect time is less than 10 seconds, though administrators can set the short disconnect time to any threshold they want. For more information, see the Configure analytics settings section in Configure contact center analytics options.

      Disconnect

      The number of entries that disconnected in the flow, including the percentage of entries that disconnected compared with the total number of entries. 

      Flow Disconnect

      The number of times a flow disconnected entries, including the percentage of flow disconnects compared with the total number of disconnects. 

      Max Disconnect

      The longest amount of time that an entry spent in the flow before disconnecting.

      System Error Disconnect

      The number of times entries disconnected in a flow due to a system error. This column includes the percentage of system error disconnects compared with the total number of disconnects. 

      Total Disconnect

      The total amount of time an entry spent in a flow until it disconnected.

      Exits

      Column Description
      ACD Exit

      The number of times an entry exited a flow to an ACD queue. Includes the percentage of ACD exits compared with the total number of exits. 

      ACD Voicemail Exit

      The number of times an entry exited a flow to an ACD voicemail. Includes the percentage of ACD voicemail exits compared with the total number of exits. 

      Avg Exit

      The average amount of time that an entry spent in a flow before exiting.

      Exit

      The number of entries that exited the flow to another destination, such as an ACD queue, ACD voicemail, or user. Includes the percentage of exits compared with the total number of entries. 

      Flow exit

      The number of times an entry exited a flow to another flow. Includes the percentage of flow exits compared with the total number of exits. 

      Group Exit

      The number of times an entry exited a flow to a group. Includes the percentage of group exits compared with the total number of exits. 

      Group Voicemail Exit  

      The number of times an entry exited a flow to a group voicemail. Includes the percentage of group voicemail exits compared with the total number of exits. 

      Max Exit

      The longest amount of time that an entry spent in the flow before exiting.

      Number Exit

      The number of times an entry exited a flow to a number. Includes the percentage of number exits compared with the total number of exits. 

      Secure Flow Exit

      The number of times an entry exited a flow to a secure flow. Includes the percentage of secure flow exits compared with the total number of exits. 

      Total Exit

      The total amount of time an entry spent in a flow until it exited the flow to another destination, such as an ACD queue, ACD voicemail, or user.

      User Exit

      The number of times an entry exited a flow to a user. Includes the percentage of user exits compared with the total number of exits. 

      User Voicemail Exit

      The number of times an entry exited a flow to a user's voicemail. Includes the percentage of user voicemail exits compared with the total number of exits. 

      Outcomes

      Notes:

      The result of an outcome resets anytime an interaction encounters the same outcome again, even if the outcome was originally successful. The system only tracks and displays the last result of an outcome.

      If the interaction ends without encountering a successful result, then the system considers the outcome started but incomplete. Outcomes that are incomplete automatically have a failure result.

      Column  Description
      Avg Outcomes

      The average number of flow outcomes per entries into the flow. Calculated by: number of flow outcomes / number of entries

      Failure

      The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcomes.

      Outcome

      The number of flow outcomes.

      Success

      The number of flow outcomes that were success. Includes the percentage of success outcomes compared with the total number of outcomes.

      Speech and text analytics

      Column Column Description
      Avg Sentiment

      Average sentiment score (-100 to 100) in the given interval with the provided filters.

      Negative Sentiment Instances

      The number of negative sentiment instances. For more information, see Understand sentiment analysis.

      Positive Sentiment Instances

      The number of positive sentiment instances. For more information, see Understand sentiment analysis.

      Sentiment Instances

      Number of instances of sentiment in the given interval with the provided filters.