The Call Flow diagram shows each call's journey from the time it enters the contact center until the time the call is terminated. The event information is represented by Icons.
Call flow also tracks multiple call legs in the customer experience. Multiple transaction IDs displayed for a single interaction means that the customer call was involved in multiple legs of communications. This may include multiple agents or queues along the call path.
Call flow provides three visual views of the call journey from the time it arrives in until the time it is terminated:
Note: The Play button in Call Timeline, moves through the interactions that are taking place. To hear the call voice recording go to Monitoring > Playback.
The following table shows the top row legend in the call flow diagram that presents critical information pertaining to the call and related queues:
|VCC Transaction ID||Indicates the unique ID for each leg of the call. A Virtual Contact Center Transaction ID is assigned to each interaction that enters Virtual Contact Center. For example, two transaction IDs indicates the call has been transferred.|
|Call Direction||Indicates if the call is an inbound or outbound call.|
|Hangup By||Indicates if the call is ended by the agent, customer, or system.|
|Call Date||Lists the date of the call in MM/DD/YYYY format.|
|Call Start Time||Lists the start time of the call in HH:MM:SS format.|
|Agents||Lists the name of the agents that handled the calls.|
|Presents the name of your tenant.|
The following table shows different groups of icons in a Call Flow, designated by colors. Each icon represents an event or activity that is taking place during the call. Hover over or click each icon to see an information box. The IVR events can be collapsed and expanded by clicking + or - next to the icon. In long calls, it helps focus on agent call interactions.
|Indicates incoming calls, when the call is ringing, and when the call is answered.|
|Indicates IVR script events such as forward to queue, say, or get digit, schedule, open, closed. You can collapse or expand the IVR events by clicking + or - next to the IVR icon. It helps focus on agent call interactions.|
|Indicates outbound events, such as dialing an external number, Queued call back or a Post Call Survey call back.|
|Indicates the duration of time the call waited in queue.|
|Indicates the actions and events handled by the agent.|
To access call flow:
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