Flow Outcomes Summary view

PrerequisitesClick to expand

The Flow Outcomes Summary view displays statistics related to flow outcomes for calls that enter Architect flows. These statistics can help supervisors determine how well flows serve 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.

Available columns

To view the available columns, see Flow Outcomes Summary view section in the View available columns in performance views by category article.

To view the consolidated list of available columns in the performance views, see Consolidated view of available columns in performance views.

To view the list of available columns in the performance views by category, see View available columns in performance views by category.

Set a default time zone in the workspace

You can set the default time zone in the analytics workspace before viewing any analytics view.

To set the default time zone in the workspace, follow these steps:

Click Performance > Workspace.
On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.

To see the view, click Performance > Workspace > Flows > Flow Outcome Performance.

This view does not update automatically. To see the most current data, click Refresh.

To save the view with your filter and column settings, click Save.

To export the data in the view, click Export .

View outcome statistics for a flow

To see the metrics for flows that use a flow outcome, click in the flow’s row. The flows and their data related to the outcome display under the outcome’s row.

For more information about a specific flow and outcome, click the flow name. The Flows Performance Detail view for that flow opens with the Flow Outcome filter active to represent that flow version.

Note: You can only click flow names that you have divisional access to with the Architect > Flow > View permission. Flows that you do not have divisional access to appear in gray.

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 outcomes. 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.

Filter metrics by dateClick to expand

To customize analytics views, use the date filter.

Show meClick to expand

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
Current interval	Shows data for the current 30-minute time period.
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.
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.
Last month	Shows data for the previous calendar month with no extra days.
Previous 30 days	Shows data for the previous 30 days.
Previous 3 months	Shows data for the previous 3 months. For example, Nov 1, 2022 – Jan 31, 2023.
Interval	Shows data for a 30-minute time period.
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, and click the filter arrow .

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.

Filter metrics by media typeClick to expand

To filter by media type, click the Filter icon .
Select the 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.

Show, hide, and rearrange columnsClick to expand

To show or hide columns:

Click the Pick columns icon on the right side. The Add/Remove Column pane appears.
(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. Click the image to enlarge.
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 rearrange the columns, click a column header and drag it.

To reset a view to default column settings, click Reset view to defaults.

You can select up to 20 columns.

For more information about the metrics shown in the columns, see the Available Columns section in this article.

Filter by outcomesClick to expand

To filter the view to see only the outcomes that you want, click the Filter outcome(s) search icon . Enter the name of the outcome and select it from the search results. You can continue to enter and select additional outcomes to add to the view.

Filter by selecting multiple outcomes

You can select multiple outcomes to filter by.

In the outcome’s row, select the check box.
Continue selecting outcome check boxes to add to filters.
Click Add to filters.

To stop filtering by an outcome, above the table, click beside that outcome.

View a graph of aggregate data for a metricClick to expand

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.

Filter by flow detailsClick to expand

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.
Flows	Displays statistics for the selected Architect flow.
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.
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: Facebook, Instagram, Line, Open, SMS, Web Messaging, WhatsApp, and X (Twitter). Note: Line message type is deprecated. But we still support display filtering.
Flow Milestones	Displays the Flow Milestones.

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