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  • 1.  How to determine where the Flow out call go using the Queue Performance and Interaction report?

    Top 25 Contributor
    Posted 3 days ago

    I trying to determine where the call went after the Flow out.

    Below the Queue Performance report is showing 1 Flow out for 1:30pm

    I set the following column filters in Interaction for that date 
    The Interaction flow column is showing a Inqueue flow for the 1:30pm interval. Could this be where the Flow out went to? If so, there are other inqueues for that same day but there is only one Flow out.

    #Reporting/Analytics

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    Qan T
    Vibrant Emotional Health
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  • 2.  RE: How to determine where the Flow out call go using the Queue Performance and Interaction report?

    Top 25 Contributor
    Posted 2 days ago

    Hi Qan,

    There can be a number of reasons for a flow out.

    Callbacks is one reason.

    Another could be logic in your in queue flow that transfer the call to another flow, so flows out.

    And another could be your event handling in your in queue flow could be to transfer to queue, so that would be a flow out as well if there was an error in the in queue flow logic. This could be the same queue.

    If you open the interaction and take a look at the timeline, this is usually a nice visual way to see where the call went.



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    Anton Vroon
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    Original Message


  • 3.  RE: How to determine where the Flow out call go using the Queue Performance and Interaction report?

    Top 25 Contributor
    Posted 2 days ago

    Ty Anton.

    Can calls sent to Inqueue call flow be considered a Flow out?



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    Qan T
    Vibrant Emotional Health
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    Original Message


  • 4.  RE: How to determine where the Flow out call go using the Queue Performance and Interaction report?

    Top 25 Contributor
    Posted 2 days ago

    It is more accurate to say anything that sent out of an InQueue flow is considered a Flow out, even if that destination is the same InQueue flow.

    So the initial send to queue which then goes to an InQueue flow isn't a flow out, since it can't flow out of the queue until it is in one. And you need a send to Queue action to get to a InQueue flow.

    So a transfer to queue action in your InQueue flow, even if it is the same queue (and same InQueue flow), will result in a flow out count.



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    Anton Vroon
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    Original Message


  • 5.  RE: How to determine where the Flow out call go using the Queue Performance and Interaction report?
    Best Answer

    Posted 2 days ago

    @Qan T In your Interactions View, you can add one more column. The column is Flow-Out Type and it is under Interactions:

    The possible values for this column are:

    ACD
     
    Callback
     
    IVR
     
    Voicemail
     
    Customer (Transfer to external number)



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    Tatjana Knezevic

    www.startelecom.cloud

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


  • 6.  RE: How to determine where the Flow out call go using the Queue Performance and Interaction report?

    Top 25 Contributor
    Posted 2 days ago
    Edited by Qan T 2 days ago

    Thank you. I did not see that Flow-Out Type option.

    Edit- the Flow out type revealed the call went to voicemail thx again!

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    Qan T
    Vibrant Emotional Health
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    Original Message


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