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  • 1.  Reporting on Transfer % by Flow?

    Posted 10-05-2023 13:01
    No replies, thread closed.

    We're testing some IVR changes in order to try and reduce the amount of transfers we have (caller is not in the correct queue initially).  I'm finding it challenging to report on this because the Flow reports don't have "Transfer" or "Transfer %" as a column, and the Interaction reports that do have those are not summarizable unless I export the raw data to Excel.  Is there a better way to achieve this type of reporting without slow data extracts and off-platform tools?

    High level, what I want is a report I can filter by Flow to include the "old" and "new" Flows, and then see transfer % over time.  This will give us the "did the new flow actually reduce transfer %" metric.


    #Reporting/Analytics

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    Paul McGurn
    Manager, Telecom & DevOps
    GoTo
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  • 2.  RE: Reporting on Transfer % by Flow?

    Posted 10-15-2023 21:28
    No replies, thread closed.

    What about using Outcomes or Milestones to designate when the transfers happen or not?  At least then you would have numbers to play with.  The problem here is that you can't really see the two across versions.  They would be two different views.  Seems like exporting and using Excel across the flow versions might be the best at this point.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Reporting on Transfer % by Flow?

    Posted 10-16-2023 11:05
    No replies, thread closed.

    Hi Robert,

    This wouldn't work for us since TTEC/Avtex has our transfer handling in a separate Flow (intentionally, and this is a good design for us).  So the milestone/outcome bit would happen much later in the interaction, and I don't think it'll be reportable in the way you're thinking.  

    I guess I'm relegated to exporting interactions 1 month at a time (max export size) and correlating in Excel.



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    Paul McGurn
    Manager, Telecom & DevOps
    GoTo
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    Original Message


  • 4.  RE: Reporting on Transfer % by Flow?

    Posted 10-16-2023 11:16
    No replies, thread closed.

    I think that milestones in those transfer flows would at least provide hard data for you.  Also, the Outcomes could give you percentages if you place the outcome right before the flow transfer.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: Reporting on Transfer % by Flow?

    Posted 10-16-2023 11:22
    No replies, thread closed.

    So in our case, a transfer is actually to a pseudo DID that calls a Flow and that handles the actual transfer.  If we put a "Transferred" milestone in that flow, is that additive?  Like, if a call is transferred multiple times, would the resulting reporting show that as well?  I do see that I can filter the Flow Performance report by Milestone, so that might help us out, though not so much in our "is this bot flow doing a better job at initial routing than the previous DTMF menu?" one, since they are separate flows.  DNIS reporting might be better for that, if we didn't have hundreds of them...

     




    Original Message


  • 6.  RE: Reporting on Transfer % by Flow?

    Posted 10-15-2023 21:56
    No replies, thread closed.

    Yeah this is a pain currently.


    There is also this idea open, vote if interested https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1366



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    Anton Vroon
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