Flows Performance Summary view

The Flows Performance Summary view displays statistics, including , for calls that enter an Architect flow. These statistics can help supervisors determine performance issues with a specific flow and gather data about self-service success. The view only includes flow outcomes that are in the divisions the user is permitted to see.

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 .

Available columns

To view the available columns, see 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 .

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

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:

  1. Click Performance > Workspace.
  2. Click Menu > Analytics Analytics Workspace.
  3. 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. To see the view, click Menu > Analytics Analytics Workspace Flows > Flow Outcome Performance. To see a breakdown of metrics by interval for a specific flow, click that flow to go to its . To see how voice interactions enter and leave the IVR flows in your contact center, click the Destinations tab to go to the .

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

To  with your filter and column settings, click Save.

To  in the view, click Export .

View version statistics for a flow

To see the flow version and related metrics for a flow, click in the flow’s row. The flow versions and their data display under the flow’s row. 

For more information about a flow version, click the flow version number. The  for that flow opens with the Flow Version filter active to represent that flow version.

Note: For async interactions, such as email and messaging, it takes up to 72 hours for Speech and Text Analytics metrics, such as topics and sentiment, to update in the reporting aggregate views.

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 flows. You can also save your filter and column settings as a  to quickly switch between different data of interest in the same view.