Genesys Cloud - Main

I am looking to see if there is a way to track how many calls are transferred to a specific queue from a specific IVR. Is there a feature available to achieve this?
#Reporting/Analytics

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Andrew Saltonstall
Pensacola Christian College, Inc.
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Would Flow Milestones or Outcomes help you with this?

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Paul Simpson
Eventus Solutions Group
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Easiest option I can think of is Performance > Workspace > Flow Destination, filter by the flow you want to track
Under Exists, Click ACD, which will bring up the queue break down for the selected Flow

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Anton Vroon
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I thought that would be the way to do it, but when I click on the flow to filter and then I click acd it kicks out the flow Im filtering by and only shows the acd interactions for the organization and not specific flow I am needing

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Andrew Saltonstall
Pensacola Christian College, Inc.
------------------------------

Original Message:
Sent: 11-03-2022 15:57
From: Anton Vroon
Subject: IVR Reporting

Easiest option I can think of is Performance > Workspace > Flow Destination, filter by the flow you want to track
Under Exists, Click ACD, which will bring up the queue break down for the selected Flow

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Anton Vroon
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Another benefit of using Milestones / Outcomes is that if the same flow has two paths in to a specific queue, you can segregate them out.

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Paul Simpson
Eventus Solutions Group
------------------------------

Original Message:
Sent: 11-03-2022 16:20
From: Andrew Saltonstall
Subject: IVR Reporting

I thought that would be the way to do it, but when I click on the flow to filter and then I click acd it kicks out the flow Im filtering by and only shows the acd interactions for the organization and not specific flow I am needing

------------------------------
Andrew Saltonstall
Pensacola Christian College, Inc.
------------------------------


Original Message:
Sent: 11-03-2022 15:57
From: Anton Vroon
Subject: IVR Reporting

Easiest option I can think of is Performance > Workspace > Flow Destination, filter by the flow you want to track
Under Exists, Click ACD, which will bring up the queue break down for the selected Flow

------------------------------
Anton Vroon

Appreciate it. i will look into that.

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Andrew Saltonstall
Pensacola Christian College, Inc.
------------------------------

Original Message:
Sent: 11-03-2022 16:25
From: Paul Simpson
Subject: IVR Reporting

Another benefit of using Milestones / Outcomes is that if the same flow has two paths in to a specific queue, you can segregate them out.

------------------------------
Paul Simpson
Eventus Solutions Group
------------------------------


Original Message:
Sent: 11-03-2022 16:20
From: Andrew Saltonstall
Subject: IVR Reporting

I thought that would be the way to do it, but when I click on the flow to filter and then I click acd it kicks out the flow Im filtering by and only shows the acd interactions for the organization and not specific flow I am needing

------------------------------
Andrew Saltonstall
Pensacola Christian College, Inc.


Original Message:
Sent: 11-03-2022 15:57
From: Anton Vroon
Subject: IVR Reporting

Easiest option I can think of is Performance > Workspace > Flow Destination, filter by the flow you want to track
Under Exists, Click ACD, which will bring up the queue break down for the selected Flow

------------------------------
Anton Vroon

I see, yeah if you click on the the flow under entries then ACD it doesn't keep the flow filter, that is odd.
But if you Filter from the magnifying glass instead then click on ACD that should fix that.


------------------------------
Anton Vroon
------------------------------

Original Message:
Sent: 11-03-2022 16:20
From: Andrew Saltonstall
Subject: IVR Reporting

I thought that would be the way to do it, but when I click on the flow to filter and then I click acd it kicks out the flow Im filtering by and only shows the acd interactions for the organization and not specific flow I am needing

------------------------------
Andrew Saltonstall
Pensacola Christian College, Inc.
------------------------------


Original Message:
Sent: 11-03-2022 15:57
From: Anton Vroon
Subject: IVR Reporting

Easiest option I can think of is Performance > Workspace > Flow Destination, filter by the flow you want to track
Under Exists, Click ACD, which will bring up the queue break down for the selected Flow

------------------------------
Anton Vroon

That did it! Thank you!

------------------------------
Andrew Saltonstall
Pensacola Christian College, Inc.
------------------------------

Original Message:
Sent: 11-03-2022 16:31
From: Anton Vroon
Subject: IVR Reporting

I see, yeah if you click on the the flow under entries then ACD it doesn't keep the flow filter, that is odd.
But if you Filter from the magnifying glass instead then click on ACD that should fix that.


------------------------------
Anton Vroon
------------------------------


Original Message:
Sent: 11-03-2022 16:20
From: Andrew Saltonstall
Subject: IVR Reporting

I thought that would be the way to do it, but when I click on the flow to filter and then I click acd it kicks out the flow Im filtering by and only shows the acd interactions for the organization and not specific flow I am needing

------------------------------
Andrew Saltonstall
Pensacola Christian College, Inc.


Original Message:
Sent: 11-03-2022 15:57
From: Anton Vroon
Subject: IVR Reporting

Easiest option I can think of is Performance > Workspace > Flow Destination, filter by the flow you want to track
Under Exists, Click ACD, which will bring up the queue break down for the selected Flow

------------------------------
Anton Vroon

Make sure you mark Anton's answer as the correct one - it not only helps his reputation, but also helps others searching for similar answers....

------------------------------
Paul Simpson
Eventus Solutions Group
------------------------------

Original Message:
Sent: 11-03-2022 17:10
From: Andrew Saltonstall
Subject: IVR Reporting

That did it! Thank you!

------------------------------
Andrew Saltonstall
Pensacola Christian College, Inc.
------------------------------


Original Message:
Sent: 11-03-2022 16:31
From: Anton Vroon
Subject: IVR Reporting

I see, yeah if you click on the the flow under entries then ACD it doesn't keep the flow filter, that is odd.
But if you Filter from the magnifying glass instead then click on ACD that should fix that.


------------------------------
Anton Vroon


Original Message:
Sent: 11-03-2022 16:20
From: Andrew Saltonstall
Subject: IVR Reporting

I thought that would be the way to do it, but when I click on the flow to filter and then I click acd it kicks out the flow Im filtering by and only shows the acd interactions for the organization and not specific flow I am needing

------------------------------
Andrew Saltonstall
Pensacola Christian College, Inc.


Original Message:
Sent: 11-03-2022 15:57
From: Anton Vroon
Subject: IVR Reporting

Easiest option I can think of is Performance > Workspace > Flow Destination, filter by the flow you want to track
Under Exists, Click ACD, which will bring up the queue break down for the selected Flow

------------------------------
Anton Vroon