Flows performance dashboard

The flows performance dashboard helps you understand the performance of your flows and flow modules or groups of flows and flow modules compared over configurable periods of time using key metrics such as flows started, contacts dropped, and average flow duration.

Enable access to the dashboard

Ensure users are assigned the appropriate security profile permissions:

• Access metrics - Access permission or the Dashboard - Access permission. For information about the difference in behavior, see Assign security profile permissions for dashboards.

• Flows and Flow modules - View permissions: These permissions are required to see data in your dashboard.

Performance overview chart

The performance overview chart provides aggregated metrics based on your filters. Each metric within the charts is compared to your "compare to" benchmark time range filter. For example, Flows started during your time range selection was 200,000 which is down 15% compared to your benchmark number of Flows started, 235,000. The percentages are rounded up or down. The colors that appear for the dropped in flow metric indicate negative (red) compared to your benchmark.

Metrics include:

• Flows started: The count of flows that started execution within the specified start time and end time.

• Transferred from flow to queue or agent: The count of flows that started execution within the specified start time and end time and ended with a contact transferring from the flow to a queue or agent.

• Dropped in flow: The count of flows that started execution within the specified start time and end time and ended with a contact dropping from the flow prior to the flow reaching a terminal block.

• Disconnected in flow: The count of flows that started execution within the specified start time and end time and ended with a contact reaching a disconnect terminal block

• Avg duration – transferred to queue: The average flow duration for the specified start time and end time of selected flows where the flow outcome is transferred to queue.

• Avg duration – disconnected: The average flow duration for the specified start time and end time of selected flows where the flow outcome is disconnected participant.

Comparison to prior period charts

The top flows by dropped in flow count, dropped in flow rate, transferred to queue or agent count, and transferred to queue or agent rate display the current period metric and the "Compare to" period metric for the top ten flows sorted (from highest to lowest) by the current period metric. These charts allow you to identify the flows contributing most to overall dropped or transferred contacts. To see all data, choose the pop-out icon in the top right of the chart.

Flow outcomes over time comparison chart

The Flow outcomes over time comparison chart is a time-series chart that displays the breakdown of Flow outcome rate metrics for a single flow or multiple flows over a given time period and broken down by intervals (15min, daily, weekly, monthly). 

You can configure different time range intervals by using the "Interval" button directly in the widget. The intervals that you can select depend on the page-level time range filter. For example:

• If you have a "Today" time range filter at the top of your dashboard, you can only see an interval of 15min for the last 24 hours.

• If you have a "Day" time range filter at the top of your dashboard, you can see a trailing 8 day interval trend, or a 15min interval trend for the trailing 24 hours.

Flow duration over time comparison chart

The Flow duration over time comparison chart is a time-series chart that displays the breakdown of Flow duration metrics for a single flow or multiple flows over a given time period and broken down by intervals (15min, daily, weekly, monthly). 

You can configure different time range intervals by using the "Interval" button directly in the widget. The intervals that you select depend on the page-level time range filter.

For example:

• If you have a "Today" time range filter at the top of your dashboard, you can only see an interval of 15min for the last 24 hours.

• If you have a "Day" time range filter at the top of your dashboard, you can see a trailing 8 day interval trend, or a 15min interval trend for the trailing 24 hours.

Flow and flow module overview tables

Snapshot flow and flow module metrics table aggregated over the selected time range.

Metrics include:

• Flow / flow module starts: The count of flows that started execution within the specified start time and end time. For a given start and end time it will show the count of those flows whose start time is between the start and end interval specified.

• Flow outcomes: The count of flows that started execution within the specified start time and end time and ended with a specified mutually exclusive and exhaustive flow outcome.

• Avg Flow Durations by outcome: The average flow duration for the specified start time and end time with a specified mutually exclusive and exhaustive flow outcome. 

Dashboard functionality limitations

The following limitations apply to the Flows performance dashboard:

• Tag-based access controls are not currently supported by the dashboard. You can restrict access through the Dashboard permissions pertaining to a security profile. 

• No support for metrics on flows that are type Customer hold and Agent hold. For customer hold metrics, see Historical metrics definitions.