Interaction Summary By Flow
The Interaction Summary by Flow report provides a summary of all interactions received by each call flow for a given period. By default, the report is sorted alphabetically by tenant name and flow name.
| This information is specific to this data set, with these metrics selected. The metrics itemized below will be pre-selected by default in Analysis. Adding or removing a column will modify data results as outlined on this page. |
Build the Interaction Summary By Flow report:
- Go to Reporting > Historical Reporting.
- In the sidebar, click Analysis
- From the Select Data drop-down menu, select the Interaction Summary By Flow data set.
- Click Ok and the table will load displaying the report data.
Sample Report
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This table describes each column in the Interaction Summary by Flow report:
| Name | Type | Description |
|---|---|---|
| Tenant Name | Attribute | The name of the tenant that the agent was logged in to. |
| Flow | Attribute | The name of the flow that received the interaction. |
| Interactions | Expression | The total number of interactions that started during the given date range. |
| Secure Collection Abandons | Measure | The number of interactions where customers hung up or disconnected during a secure collection. |
| Third Party IVR Abandons | Measure |
The number of interactions that disconnected while in a third party IVR. |
| IVR Abandons | Measure | The number of interactions that disconnected before entering a queue. |
| Queue Abandons | Measure | The total number of calls that entered a queue and disconnected without being accepted by an agent. |
| Total Customer Abandons | Measure |
The total number of calls that were disconnected by the caller without being accepted by an agent. This includes interactions that disconnected before and after entering a queue. The value in this column is the sum of the values in the Secure Collection Abandons, Third Party IVR Abandons, IVR Abandons, Custom Hold Abandons, and Queue Abandons columns. |
| Queue Time | Measure |
For the given date range, the total amount of time that elapsed across interactions from when they entered a queue until the work was either accepted by an agent or the caller abandoned. Total Queue Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss). |
| Avg Queue Time | Measure | For the given date range, the average amount of time that elapsed from when an interaction entered a queue until the work was either accepted by an agent or the caller abandoned. Average Queue Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss). |
| Max Queue Time | Measure | For the given date range, the maximum amount of time that elapsed from when an interaction entered a queue until the work was either accepted by an agent or the caller abandoned. Maximum Queue Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss). |
| Focus Time | Measure |
The length of time that an interaction was selected and in focus in a Skylight Desktop product. |
| Avg Focus Time | Measure |
The average focus time for all interactions during the specified date range. This statistic is reported for interactions that were handled in a Skylight Desktop product. |
| Max Focus Time | Measure |
The longest time that an interaction was in focus during the specified date range. This statistic is reported for interactions that were handled in a Skylight Desktop product. |
| Work Offered | Measure |
The total amount of interactions that were offered to agents for a given date range. |
| Work Accepted | Measure | The number of interactions that agents accepted for the given date range. |
| Work Rejected | Measure | The number of work offers to an agent that were rejected during a given period of time. |
| Initiated Transfers | Measure |
The total number of transfers that were initiated during the given date range. This includes transfers that successfully complete and those that don't successfully complete. This expression formats the statistic so that if there aren't any transfers for the given date range, then 0 displays in reports. In other words, if the value is null, 0 is displayed instead of a blank column. |
| Conversation Time | Measure | The total length of time customers were in conversation with one or more agents during an interaction for a given period of time. This statistic includes hold time. |
| Avg Conversation Time |
Measure |
The average length of time customers spent in conversation with one or more agents during an interaction during a given period of time. This statistic includes hold time. |
| Max Conversation Time | Measure | The maximum amount of time customers were in conversation with agents during a given period of time. This statistic includes hold time. |
| SLA % | Measure |
Out of all the interactions that entered the queue, the percentage of interactions that started an active conversation with an agent within the configured SLA threshold. If short abandons are excluded in your SLA configuration, interactions that abandon within the configured abandon threshold aren’t counted. For more information on configuring SLA for your tenant or queues, see About Statistics Management. For tenants or queues that use CxEngage’s default SLA configuration, Formatted SLA uses the following thresholds:
This expression calculates the Formatted SLA value and displays it as a percentage up to one place after the decimal. |
