Genesys Cloud's Flow Outcomes Interval Detail view provides supervisors with comprehensive analytics capabilities for assessing flow effectiveness and self-service success rates through detailed outcome statistics for calls entering specific Architect flows. Access to this functionality requires appropriate permissions across Analytics, Architect, and Flow Outcome modules, with data collection limited to flows published after May 22, 2019.
The platform offers extensive customization options for data analysis, including column selection, outcome filtering, and date range configuration with preset options spanning from single-day to three-month periods, with maximum custom ranges of six weeks. Users can set default workspace time zones, manually refresh data, export results, and save filter and column configurations as reusable views for efficient access to specific data subsets. Time period navigation is supported through multiple preset options including Day, Week, Month, and Month by Week selections, as well as custom date ranges via calendar interface, with the ability to save reports with selected time zone preferences.
Media type filtering enables isolation of specific interaction channels with support for multiple simultaneous selections, though voice and callback media types operate as mutually exclusive options. Table management features include enhanced keyboard navigation, screen reader support, and focus management, with customization capabilities allowing users to show, hide, reorder, and resize columns up to a maximum of 20 based on screen size and reporting requirements. Column sorting supports alphabetical organization in ascending or descending order, and grouping by categories accommodates large datasets through horizontal scrolling.
Filtering capabilities extend across multiple interaction parameters including DNIS, Session DNIS, ANI, Direction, Initial Direction, and Flow Outcome Value, with partial number searches supported from the number's start and optional country codes. Additional filters include To and From fields for email addresses and phone numbers requiring full entries, Provider identification for conversation sources, Message Type selection for ACD interactions across multiple platforms including SMS, WhatsApp, Facebook, Instagram, and Web Messaging, and Flow Milestones for milestone-associated interactions. Multiple filter values can be applied sequentially for comprehensive data analysis, with all display modifications affecting only the current view presentation without altering underlying interaction data.
The following permissions:
All permissions under Analytics > Data Export
Analytics > Flow Aggregate – View
Architect > Flow – View
Architect > Flow Outcome – View
The Flow Outcomes Interval Detail view displays statistics related to flow outcomes for calls that enter a specific Architect flow. These statistics can help supervisors determine how well a flow serves customers and gather data about self-service success.
Note: To collect flow data for this view, you must republish flows that were published before May 22, 2019. For more information about working with flows, see Manage flows.
This view is only accessible for outcomes that are in the divisions the user is permitted to see.
Available columns
To view the available columns, see Flow Outcomes Interval Detail view section in the View available columns in performance views by category article.
To view a summary graphic of a metric, at the top of the page, click that metric.
Customize the view
Customize the view to show only certain data. For example, you can choose to show only certain columns or filter to see information for certain outcome values. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view.
To customize analytics views, use the date filter.
To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to 6 weeks.
To use a preset to filter metrics, complete the following steps:
To display the date filter, click the date.
In the Presets list, select a preset date option.
Date presets
Presets
Description
Today
Shows data for the time period that includes the current interval.
Yesterday
Shows data for the previous day.
This week
Shows data for a Sunday through Saturday time period.
Last week
Shows data for the previous week, Sunday through Saturday.
Previous 7 days
Shows data for the previous seven days.
This month
Shows data for the current month, with no extra days.
Last month
Shows data for the previous calendar month with no extra days.
Previous 30 days
Shows data for the previous 30 days.
This month by week
Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Previous 3 months
Shows data for the previous 3 months. For example, Nov 1, 2022 – Jan 31, 2023.
Day
Shows data for a single 24-hour day.
Week
Shows data for a Sunday through Saturday time period.
Month
Shows data for the exact month with no extra days. If the current month is selected, you can see the data up to the current date.
Month by Week
Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
To use a custom date range to filter metrics, complete the following steps:
Click the date to display the date filter.
Select a start date and an end date on the calendar.
Click Apply.
To view data for a different time period using the same date presets, click the arrows on either side of the date display. For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.
To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.
To filter by media type, perform the following:
Click the Toggle filters panel icon .
Select the required media type.
Notes:
When filtering, you can select more than one media type. Click the relevant media type to select or deselect the type.
You cannot select the voice and callback types at the same time.
If you select voice, the callback option will be deselected. If you select callback, the voice interaction will be deselected.
The available media types may vary from those shown above.
The selected media type icon is displayed above the column headers. For more information about various media types and their settings, see the Set behavior and thresholds for all interaction types section in the Create and configure queues.
Data in the view can be displayed in a chart. To view the chart, click the Show/Hide chart icon .
Tables are updated to provide a more accessible and user-friendly experience through enhanced keyboard navigation, screen reader support, focus management, and improved accessibility compliance. These enhancements help users interact with table content more effectively. You can also resize columns and scroll horizontally, making it easier to view and work with large datasets.
To show or hide columns:
At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane appears.
Click the Manage columns tab.
(Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z.
(Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
(Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle.
Search or scroll to select the columns you want to view.
Note: You can also use keyboard navigation to choose the columns.
Click Save. The selected columns appear on the screen.
Note: The column selections appear only after saving the changes and do not apply to the table immediately.
To reorder the columns within the column picker:
At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane (column picker) appears.
Click the Reorder columns tab.
Click the grid icon of a column, and then drag and drop to reorder it within the column picker.
Notes:
You can also use keyboard shortcuts to reorder the columns. To reorder the columns using the keyboard, perform the following:
Click to select the grid icon of the column to be reordered, and on the keyboard, press the Spacebar.
To position the column, use the Up or Down arrow keys.
Press the Spacebar. The chosen column is reordered.
To improve keyboard accessibility and provide a more consistent user experience, column reordering is no longer performed by dragging column headers directly in the table. To reorder columns, use the Reorder Columns tab.
To reset a view to default column settings, click Reset view to defaults .
You can select up to 20 columns.
To better accommodate your screen size and reporting needs, you can customize the table layout in the view.
Resize columns
To resize the width of a column:
Hover over the boundary between two column headers.
When the resize cursor appears, click and drag the column border left or right.
Release the mouse button when the column reaches the desired width.
Resizing columns can help you view longer values, such as conversation IDs, user names, or other data, without truncation.
Scroll horizontally
If the view contains more columns than can fit within the available screen width, a horizontal scroll bar appears at the bottom of the table.
To view more columns:
Use the horizontal scroll bar at the bottom of the table.
Scroll left or right to access columns that are not currently visible.
Horizontal scrolling lets you view all available data while maintaining your selected column widths.
Note: Column resizing and horizontal scrolling affect only the display of the current view and do not change the underlying data.
The summary row above the flow rows displays a graph of a metric for all or selected outcomes. To choose which metric to display, click a metric above the graph. To see more metric options, show more metric columns. To see only data for certain outcomes, filter for those certain outcomes.
To see more information about the data, hover over the bars in the graph. The above a bar represents the largest amount for that time period, and the represents the lowest amount.
To filter by information about the flow, click Filters , and then search or scroll to select the filter you want to use.
Filter
Description
DNIS
Displays information for interactions with the selected original DNIS number. This DNIS number was dialed at the beginning of the interaction.
Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
Filter for multiple numbers at one time by entering other numbers and searching again.
Session DNIS
Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction.
Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
Filter for multiple numbers at one time by entering other numbers and searching again.
ANI
Displays interactions with the selected ANIs.
You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
You can search for multiple numbers by searching again.
Direction
Displays information about interactions of the selected directions.
Initial Direction
Displays information about interactions with the selected initial direction.
Flow Outcome Value
Displays statistics for the selected flow’s success or failure outcome value. For more information about flow outcome values, see Set Flow Outcome action
To
Displays information for interactions sent to the selected email addresses.
Enter the full email address, such as person@example.com. The filter cannot search for a partial address.
Filter for multiple addresses at one time by entering other addresses and searching again.
When searching for a phone number, enter the entire phone number. For example, enter 13171002997 or 3171002997 to search for interactions sent to +1 317-100-2997.
The filter cannot search for a partial phone number and it cannot process hyphens. You can omit the country code.
From
Displays information for interactions sent from the selected email addresses.
Enter the full email address, such as person@example.com. The filter cannot search for a partial address.
Filter for multiple addresses at one time by entering other addresses and searching again.
When searching for a phone number, enter the entire phone number. For example, enter 13171002997 or 3171002997 to search for interactions sent to +1 317-100-2997.
The filter cannot search for a partial phone number and it cannot process hyphens. You can omit the country code.
Provider
The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.
Message Type
Displays metrics for interactions of the selected ACD message type. This filter only appears if you set the media type filter to Message. If you do not have any message types selected, the view displays information for all message types.
Genesys Cloud currently supports the following message types: Apple Messages for Business, Facebook, Instagram, Line, Open, SMS, Web Messaging, WhatsApp, and X (Twitter).
Note: Line message type is deprecated, but Genesys Cloud still supports display filtering.
Flow Milestones
Displays information about interactions with the selected flow milestones.