Interaction Flow Details report
This page describes how you can use the Interaction Flow Details report to trace an interaction as it passes through various contact center resources, to understand, in detail and from a customer perspective, how interactions progress.[+] Tip: How do I generate a report?
Understanding the Interaction Flow Details report
The Interaction Flow Details report shows each target that the interaction reached, how the interaction was processed at that target (for example, Abandoned, Completed, Diverted, or Transferred), how long the processing took, and other details about the interaction.
You can specify the Timestamp(s), Target Agent, Target Queue, Customer ID, From, To, Media Type, Interaction Type, and Interaction ID.
To get a better idea of what this report looks like, view sample output from the report:
For multiple-switch environments that share the same queue names across switches, talk to your Genesys representative about customizing this report to recognize a particular switch-queue combination (instead of the queue alone) to retrieve the desired results.
The following tables explain the prompts you can select when you generate the report, and the measures that are represented in the report: