This report shows the flow of a call from the time it enters the system and gets assigned to an agent until the time the call is finished. A call may be answered by one agent and transferred to another agent which differentiates this report from the Call Diagram report as an individual call, in this case, is not distinct. It goes through each of the steps in the flow so that the end user can see where their calls are going.
|Start Date||Date||Yes||The start date range of when the call was assigned to an agent.|
|End Date||Date||Yes||The end date range of when the call was assigned to an agent.|
|Direction||Single Select||No||Choose to view All Calls, Inbound, or Outbound.|
|Agents||Multi-Select||No||The name of the Agent on the call.|
Call Diagram - Sankey Diagram
Node: Each node will show the total amount of calls that made it into that stage from the Total.
Link: The link will show how many calls went from that particular stage into the next stage of the call.
Tooltip: If you have over the Node it will show how many calls made it to that Stage. If you hover over the link you will see how many calls went from one node to the next.
|Column Name||Data Type||Description||Example|
|Call Stage||String||The stage the call is in from the beginning to the end of the call.||Agent Calls|
|Call Count||Number||The total amount have calls that have been assigned to agents at the particular stage of the call flow.||1356|
|Description||String||More information about the stage that the call is currently in.||Any incoming our outgoing call that got routed to an Agent.|
Frequently Asked Questions
This is a live document and will be populated once we receive questions pertaining to this report.
Bug tickets, updates, and other related articles will be posted here.