How to access the Call Flow in Customer Experience
- Virtual Contact Center
- Virtual Contact Center AGUI
- In the Customer Experience dashboard, click to open Recent Calls.
- Click next to the desired call record, or double-click a call row to launch and display the Call Flow diagram.
- For more actions:
Click in Call Timeline to track the call journey.
The tracker takes you to every second of the call highlighting the event.
Click to show and hide Call Duration details.
Click to close the Call Flow browser window.
Click to log out of the Customer Experience application.
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.|
|Tenant||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.|