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  • 1.  Accurate Definition of "Flow-Outs"

    Posted 05-13-2020 15:44
    Hi - I'm looking to see if anyone can provide a clean definition of "flow outs".  Since we have migrated to the platform, we have yet to get a precise definition and we need to understand what this means in the overall scope of our call handling definitions.  The biggest concern is how this impacts reporting of client contract metrics.

    Thanks!
    #Reporting/Analytics
    #Routing(ACD/IVR)

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    Barry Farrington
    PureConnect Administrator
    Long Term Care Partners, LLC
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  • 2.  RE: Accurate Definition of "Flow-Outs"

    Posted 05-13-2020 16:01
    Edited by William Chávez 05-13-2020 16:11
    Good afternoon Barry:

    I am not an expert in that concept, but I understood that are the interactions that entered in an operation queue, waited to be answered but it couldn´t ,so were "flowed out" (transfered) to another queue, to a another Workfgroup or to an other agent; but were not abandoned because the customer did not hanged up the call.
    Please check the following references:
    1. https://community.genesys.com/digestviewer29/viewthread?GroupId=55&MID=69161&CommunityKey=cf214c8f-5206-4010-9b2c-2085cbd65a44&tab=digestviewer 
    2. **CIC Database View**: https://help.genesys.com/pureconnect/datadictionary/content/views/EE_FlowOutEvents_viw.html#768c946c3f4b4c0e805a0f10d364aa62 

    I hope it helps to you.

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    William Martín Chávez González
    Systems Engineer
    Global Networks Solutions S.A.S.
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  • 3.  RE: Accurate Definition of "Flow-Outs"

    Posted 05-13-2020 16:08
    Good afternoon Barry:

    The definition and its examples are presented in this reference: https://help.genesys.com/pureconnect/datadictionary/content/intervalqueuedata.html
    In the section called "Flow Outs" and in its subsections called: "Other reasons for flow outs:" and "Interactions that CIC does not consider flow outs:"

    "CIC defines flow outs as queue interactions that are removed from a queue without reaching an inactive state. Queue interactions have an inactive state that is used to mark the interaction for deletion by the ACD subsystem after the interaction has either been answered or abandoned. The most common reason for an interaction to leave the queue and not reach an inactive state-a flow out-is a queue interaction that is transferred. A transferred interaction is an interaction that is moved to another distribution queue or user queue by anything other than the ACD subsystem. This includes queue interactions that transfer from one distribution queue to another distribution queue, whether or not an agent answers the queue interaction in the first distribution queue. A user can transfer an interaction manually, or a system handler can transfer an interaction automatically"

    Reference: https://help.genesys.com/pureconnect/datadictionary/content/intervalqueuedata.html

    I hope it helps you.

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    William Martín Chávez González
    Systems Engineer
    Global Networks Solutions S.A.S.
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  • 4.  RE: Accurate Definition of "Flow-Outs"

    Posted 05-14-2020 13:28
    ​Hi Barry.

    Keep in mind that it depends on which report you're looking at too.  On User Reports, I believe the Flow Outs are calls presented to agents that they did not answer, and the call was requeued back to another agent.  In queue reports, they are typically calls that have programming in Attendant that redirects the call to voicemail, or some other non-agent destination.

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    Tom Mullen
    Boehringer Ingelheim GmbH
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  • 5.  RE: Accurate Definition of "Flow-Outs"

    Posted 05-14-2020 14:18
    We have a lot of manual transfers where a Manager will manually transfer an interaction in jeopardy of missing a SL and they transfer to a user that may not belong to that workgroup. These are considered flowouts as described in the first bullet point under "other reasons for flowouts"

    https://help.genesys.com/pureconnect/datadictionary/content/IntervalQueueData.html#478d73f520004902a3338d4c70b15f12

    Flow Outs

    CIC defines flow outs as queue interactions that are removed from a queue without reaching an inactive state. Queue interactions have an inactive state that is used to mark the interaction for deletion by the ACD subsystem after the interaction has either been answered or abandoned. The most common reason for an interaction to leave the queue and not reach an inactive state-a flow out-is a queue interaction that is transferred. A transferred interaction is an interaction that is moved to another distribution queue or user queue by anything other than the ACD subsystem. This includes queue interactions that transfer from one distribution queue to another distribution queue, whether or not an agent answers the queue interaction in the first distribution queue. A user can transfer an interaction manually, or a system handler can transfer an interaction automatically.

    Other reasons for flow outs:

    • If an Agent grabs an interaction from a queue, and the agent is not a member of that workgroup, CIC considers the interaction as a flow out. If an Agent grabs an interaction from a workgroup queue, and the agent is a member of that workgroup, the interaction is counted as Answered. Note that ACD interactions waiting for an agent are not owned by any agent until the ACD subsystem assigns the interaction to an agent.
    • When looking at agent queue data, an agent that did not answer a queue interaction (which then went to the next available agent) will show the queue interaction as a flow out on their user queue. This type of interaction also counts towards the nNotAnsweredAcd statistic on their user queue.
    • Another possible reason for a flow out to occur is from hunt group alerts. A multiple alert for hunt group places the same interaction on multiple user/agent queues. CIC considers the interaction a flow out in each of the user queues where the users do not answer. This means a large number of flow outs can be generated for each member of the hunt group when using this type of interaction routing. Note that these flow outs would not appear on the distribution queue statistics of the queue that is setup as a hunt group.


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    Brad Goff
    Palo Alto Networks, Inc.
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  • 6.  RE: Accurate Definition of "Flow-Outs"

    GENESYS
    Posted 05-15-2020 09:02
    All - 

    Be sure to go into IA -> Interaction Tracker -> Configuration -> Items Tracked tab, and enable "Track Routing Exceptions".  It will help out tremendously with troubleshooting abandons, transfers, and flow-outs.  Not only could you setup things like short abandons, but you could also follow Flow-Outs throughout the system from workgroup queues, user queues, etc.  It really is a good set of database objects that really expand on what can be done with a little elbow grease in PureConnect.

    That said, @Brad Goff brings up a good point.  Workgroup membership matters.  In that scenario, User1 will cherry pick the call out of Queue1 (where they are not a member).  It will be a Flow-Out for Queue1.  Then in the database objects mentioned above, you'll be able to see the source queue (User1's user queue) for the transfer and the destination queue (to a workgroup, user, etc) that is the target of User's transfer, as well as the transfer type (blind, consult, park).

    Thanks,
    Trent.​


  • 7.  RE: Accurate Definition of "Flow-Outs"

    Posted 05-15-2020 09:52
    Thanks Trent.  Just as an aside, because we are a PCC customer, the tracker module is not provisioned by default in IA.  It can be provisioned, but we would have to ask for it.  Once it's granted, I assume it's pretty easy to follow in terms of what to configure and such?

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    Barry Farrington
    PureConnect Administrator
    Long Term Care Partners, LLC
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  • 8.  RE: Accurate Definition of "Flow-Outs"

    GENESYS
    Posted 05-15-2020 12:39
    Most definitely.

    Here is an example of a FlowOut, listed in the EE_FlowOutEvents_viw view.  This will be available for all new flow-outs as soon as the feature is enabled.  You can see how long it was in the first queue (TimeInQueue), the original queue (SourceQueueName) and the destination name/type of the flow-out target (TargetQueueName/TargetQueueType, respectively):



    And here is an example of a transfer from the EE_TransferEvents_viw view in the DB.  Again, all new transfers will be shown here at the feature is enabled.  For this one, I did a blind transfer to the WrapUpWG workgroup, and it was never answered (which is why TargetUserName is blank).



    The other view that is enabled with the feature is the EE_AbandonEvents_viw view.  And as you guessed it, it shows abandoned events, down to the millisecond level and is also just as easy to follow.  Lastly, note that all of these DB views have the InteractionIDKey, which can be joined back to the CallSummary_viw view or the InteractionSummary table if necessary.

    This feature is something that as a consultant, I recommend all of my customers enable as soon as they can.  They either need information now for things like transfer analysis, short abandons, flow-out analysis.  Or they will need it in the future.



  • 9.  RE: Accurate Definition of "Flow-Outs"

    Posted 05-15-2020 13:43
    This is very helpful, Trent.  And I assume using the tracker module in IA is easy enough to figure out?

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    Barry Farrington
    PureConnect Administrator
    Long Term Care Partners, LLC
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  • 10.  RE: Accurate Definition of "Flow-Outs"

    GENESYS
    Posted 05-15-2020 14:29
    All you have to do in the Tracker module is enable the feature.  And you do that by going here:

    IA -> Interaction Tracker -> Configuration -> Items Tracked tab, and enable "Track Routing Exceptions".

    The rest of this feature is simply logging data to the DB.


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