Callflow Behaviour Overview

The Callflow Behaviour chart shows the journey callers take through the different callflows on your account.  The Callflow Behaviour chart is made up of nodes and links. The Callflow Behaviour chart can be filtered in multiple ways to analyse inbound calls. 

Please note, due to the amount of data processing required, this report can take up to 30 seconds to load. 

Nodes

Each node on the graph represents a touchpoint in the callflow journey, such as the Phone Number that was called, the Answering Point where the call ended, and the different callflow widgets that make up the callflows (IVR options, Queues, Time of Day slots).

Each node has a label to indicate what it represents. For Phone Numbers, the label is the Service Name that is assigned on the Phone Numbers screen. For the other nodes, the label is the Widget Name or the Option Label from the callflow widgets, depending on the type of widget being represented. When hovering over a node you will see the number of calls that met that touchpoint in the data set.

Links

The link is the path between the nodes. A node can have 1 or more links coming into or going out of it. The links are coloured depending on the order they occurred in on a callflow. When hovering over a link you will see the entry node and the exit node along with the number of calls that went along this path.

Chart Options

The Chart Options Button opens a dialog box with a number of options to change the data that is being represented in the report. 

Filtering by Call Volume

The Minimum Calls filter in the options can be used to remove Phone Numbers that do not receive many calls. The number set in this filter will be the minimum required number of calls a phone number has received for it to be displayed on the graph. This is useful if you have a lot of Phone Numbers that receive calls, but you only want to focus on the few numbers that receive most of your calls.

Filtering by Service Group and Date

These reports can be filtered by Service Groups and Dates.