Genesys Cloud Flow Performance views provide comprehensive monitoring of flow performance through multiple and detail views that display metrics and flow outcomes with extensive customization capabilities. The platform offers three primary views—Flows Performance , Flows Destinations, and Flow Outcomes —which display information across multiple flows or outcomes, alongside single flow detail views including Flows Performance Detail, Flow Outcomes Detail, and Flow Outcomes Interval Detail that provide granular information when users access specific rows. Each view has specific permission requirements, and users must republish flows originally published before May 22, 2019 to enable data collection for these views.
The analytics workspace supports comprehensive filtering and customization options to accommodate diverse reporting needs. Users can configure default time zones through the Menu > Analytics > Analytics Workspace interface and select from predefined time intervals including 30-minute periods, single days, weeks, calendar months, or month-by-week views. Custom date ranges can be applied through the date filter interface with support for ranges up to 6 weeks, and navigation arrows enable sequential viewing of different periods. Media type filtering allows users to select multiple interaction types simultaneously, with the exception that voice and callback types cannot be selected concurrently. Administrators can set the short disconnect metric for Performance and Detail views, and In Queue call flow data is excluded from Flow Performance data.
Table customization features enable users to manage columns through an Edit Columns interface where columns can be shown, hidden, reordered, sorted alphabetically, and optionally grouped by categories. Users can select up to 20 columns and reset views to default settings. Column width can be adjusted by dragging column header boundaries, and horizontal scrolling accommodates large datasets when views contain more columns than available screen width. Enhanced accessibility features include improved keyboard navigation using spacebar and arrow key controls, screen reader support, and focus management. Data can be displayed in chart format using the Show/Hide chart icon for alternative visualization. Customization settings persist across navigation and can be saved as named views for quick access, with all display customization features supporting flexible data analysis across various Genesys Cloud views without modifying underlying data
In the Flow Performance views, see flow performance, including metrics and flow outcomes. These Flow Performance views include the following views.
Note: To collect flow data for these views, you must republish flows that were published before May 22, 2019. For more information about working with flows, see Manage flows.
Multiple flow summary views
These views show information about multiple flows or flow outcomes. You can use filters to customize which flows or outcomes the views show.
Click a row in any of the summary views to see detailed information about that flow or outcome. These detail views show information about a single flow or flow outcome.
Note: Each view has its own permissions. For permission requirements, see each view’s article. In Queue call flow data is not included within the Flow Performance data.
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.
Click Menu > Analytics > Analytics 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.
Customize the views
Where applicable, you can customize these views to show only certain data. For example, you can arrange to see only some columns or only certain information for flows. Your customizations remain as you navigate from view to view or leave and return to a view. 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. And you can reset a view to default column settings. Administrators can also set the short disconnect metric for the Flows Performance Summary and Detail views. For more information about the customizations available in each view, see each view’s article.
Customizations available include:
Date
Showing or hiding columns
Rearranging columns
Filtering by flow or flow outcome
Filtering by interaction details such as DNIS or direction
More information about making these customizations is available in the following sections.
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
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.
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.
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.
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.
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.
Data in the view can be displayed in a chart. To view the chart, click the Show/Hide chart icon .
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Flow Performance views overview - Genesys Cloud Resource Center