Genesys Cloud - Main

Does anyone know if there is a way to see the flow-outs that occur in queues? I understand why offered does not always = answered + abandons, however, I need to show my customer how the flow-outs are a part of this, not just that they are the reason that it doesn't always match up. I have reviewed the Views, and there is just not enough data to support the full flow-out numbers to reconcile reports. Any ideas would be appreciated. A column to show flow-outs broken into VM and Callbacks would also be helpful, I would assume that any other flow-outs, not accounted for as VM or Callbacks would be transfers out via the in-queue flow to other flows, possibly. I am just trying to easy my customer's minds because of the data they cannot fully see at this time.
#Reporting/Analytics

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Angelia Harper
Avtex
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in regards to flowouts as part of queue performance, flow outs are an available column in the queue performance view.  This view can also be exported to csv for further analysis or to provide reports.

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Darlene Oordt
Sr Director, Product Management
Genesys - Employees
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Original Message:
Sent: 10-30-2018 10:27
From: Angelia Harper
Subject: Flow-outs on Reports

Does anyone know if there is a way to see the flow-outs that occur in queues? I understand why offered does not always = answered + abandons, however, I need to show my customer how the flow-outs are a part of this, not just that they are the reason that it doesn't always match up. I have reviewed the Views, and there is just not enough data to support the full flow-out numbers to reconcile reports. Any ideas would be appreciated. A column to show flow-outs broken into VM and Callbacks would also be helpful, I would assume that any other flow-outs, not accounted for as VM or Callbacks would be transfers out via the in-queue flow to other flows, possibly. I am just trying to easy my customer's minds because of the data they cannot fully see at this time.
#Reporting/Analytics

------------------------------
Angelia Harper
Avtex
------------------------------

Thank you @Darlene Oordt I was stuck looking at the Interaction View. ​

------------------------------
Angelia Harper
Avtex
------------------------------

Original Message:
Sent: 10-31-2018 04:44
From: Darlene Oordt
Subject: Flow-outs on Reports

in regards to flowouts as part of queue performance, flow outs are an available column in the queue performance view.  This view can also be exported to csv for further analysis or to provide reports.

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees

Original Message:
Sent: 10-30-2018 10:27
From: Angelia Harper
Subject: Flow-outs on Reports

Does anyone know if there is a way to see the flow-outs that occur in queues? I understand why offered does not always = answered + abandons, however, I need to show my customer how the flow-outs are a part of this, not just that they are the reason that it doesn't always match up. I have reviewed the Views, and there is just not enough data to support the full flow-out numbers to reconcile reports. Any ideas would be appreciated. A column to show flow-outs broken into VM and Callbacks would also be helpful, I would assume that any other flow-outs, not accounted for as VM or Callbacks would be transfers out via the in-queue flow to other flows, possibly. I am just trying to easy my customer's minds because of the data they cannot fully see at this time.
#Reporting/Analytics

------------------------------
Angelia Harper
Avtex
------------------------------