Genesys Cloud - Main

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.

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.  

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.

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.

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.  

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.

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.

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.

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.  

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.

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.