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Added In-queue to a "Transfer to ACD" after the change, Interaction reports are showing the In-queue flow on all Interactions

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  • 1.  Added In-queue to a "Transfer to ACD" after the change, Interaction reports are showing the In-queue flow on all Interactions

    Posted 07-18-2024 10:47
    Edited by Jason Kleitz 07-19-2024 13:57
    No replies, thread closed.

    Hi,

    I added a In-queue flow to the Transfer to ACD action 

    and after the change in the Performance Interaction report under the "flow" column; the added In-queue flow is showing up on every Interactions even though the call did not hit the In-queue flow.  The added In-queue is working but I don't understand why it's showing up on the reports on every Interactions.
    1st flow is the transfer to ACD queue
    2nd is the In-call flow


    #Reporting/Analytics
    #Unsure/Other

    ------------------------------
    Qan T
    Vibrant Emotional Health
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  • 2.  RE: Added In-queue to a "Transfer to ACD" after the change, Interaction reports are showing the In-queue flow on all Interactions
    Best Answer

    Posted 07-18-2024 19:21
    No replies, thread closed.

    Hi Qan T,

    Based on the screenshot with limited visibility, and the number of commas, it looks like you have 3 call flows, whereas the 3rd one is In-Queue Call(based on the name). In case the Transfer To ACD action (action 21) in your screenshot is an Architect action in 2nd flow in this chain, and the branch with Transfer to ACD is executed with each call, then it is expected to have "No_MOH-InQueue" In-Queue flow in Interaction report. 

    You can also check on Performance -> Flow Performance View and Filter it on Inbound Call. Then, please ensure you add the column ACD Exit in this report. From there, you can see what is the % of the calls that are transferred from your Inbound Call Flows. 

    Hope this helps. 



    ------------------------------
    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------



  • 3.  RE: Added In-queue to a "Transfer to ACD" after the change, Interaction reports are showing the In-queue flow on all Interactions

    Posted 07-23-2024 11:54
    No replies, thread closed.

    Thank you Tatjana.



    ------------------------------
    Qan T
    Vibrant Emotional Health
    ------------------------------

    Original Message


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