Use the following options to filter or customize the data:.Sign in to the Zoom web portal as a call queue member or admin.For more information on metrics included in the flow chart report, see the articles for agent availability metrics, voice and video metrics, and chat and SMS metrics.You select a date range of up to 2 years for historical reports.
The flow experience graph how to#
How to customize the historical flow chart report
Hover over a bubble to view details on the metrics for that skill. For example, a skill with a relatively large number of engagements and low average waiting and handling duration will appear as a large bubble in the bottom-left corner. The position of each bubble depends on the average waiting duration (Y-axis) and average handling duration (X-axis). The size of each bubble depends on the total number of associated engagements. Inbound Engagement Skills Distribution: A bubble chart showing up to 10 skills plotted against the associated engagements' average waiting duration and average handling duration. Click the drop-down menu to filter data by channel. Hover over a portion of the chart to view counts and percentages. This chart only displays up to 5 skill categories with the most significant percentage. Inbound Engagement Skills Composition: Displays which skill categories and associated skills were matched to the inbound engagement based on the rules of the agent routing profile in the queue. Purple, orange, or green bars: Hover over to view the number of total engagements in each engagement result for example, completed or abandoned. Blue path: Hover over to view the number and percentage of engagements for each flow.īlue bar next to each flow: Hover over to view the number of engagements for each flow.īlue path to the right of each flow: Hover over to view the number and percentage of flow engagements in a specific engagement result for example, completed or abandoned. Hover over these parts to view details on the journey:īlue bar: Hover over to view the total number of inbound engagements to flows. Click the drop-down menu to change the channel. 
All Flows: Displays the overall journey for all engagements in the selected channel.You will see the following data in the Voice tab: Specify the time period at the top of the page.In the Historical Reports section, click Flow Chart Report.In the navigation menu, click Analytics & Reports.Note: For more information on metrics included in the flow chart report, see the articles for agent availability metrics, voice and video metrics, and chat and SMS metrics. How to view the historical flow chart report Account owner or admin privileges or relevant role/privilege.Prerequisites for viewing historical flow chart reports How to customize the historical flow chart report.How to view the historical flow chart report.You can also access analytics using the desktop client and subscribe to email report notifications. You can also view the flow detail report to see metrics presented in a table format.
For definitions of metrics tracked in the flow chart report, see the voice/video metrics glossary. Zoom Contact Center admins can use the historical flow chart report to make effective data-driven decisions by viewing voice flow metrics in various chart formats like bar and line charts.
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