Flow Agg (P)

Flow Aggregates By Media Type - passively (P) updated (produces more API requests for your organization).

The Flow Aggregates By Media Type - Passive (FA_P) grid: - only supports HISTORICAL interval. - must always contain a mediaType calculation parameter to display the results. - must contain at least one calculation parameter or column that can be filtered on a queue (queue, flow, user wrapup, campaign).

Columns

  • Address From Group - Address that initiated an action.

  • Address To Group - Address receiving an action.

  • Agent Rank Group - Proposed agent rank for this conversation from predictive routing (lower is better).

  • Agent Score Group - Assigned agent score for this conversation (0 - 100, higher being better).

  • Ani Group - The Automatic Number Identification (caller’s number).

  • Conversation Id Group - ID of a conversation.

  • Converted From Group - Session media type that was converted from in case of a media type conversion.

  • Converted To Group - Session media type that was converted to in case of a media type conversion.

  • Direction Group - Direction of the communication.

  • Disconnect Type Group - Reason the interaction disconnected. - System - The cloud or the provider caused the disconnect. - Agent - An agent caused the disconnect. For example, an agent clicked End Call during a voice interaction, or the agent hung up their physical phone, or the browser closed while using the Genesys Cloud WebRTC phone. - External - External participant in the conversation caused the disconnect. For example, the customer hung up their phone, or their browser closed during the interaction.

  • Division Id Group - Displays the divisions associated with the interaction. A division is a way to group and segregate objects but keep them inside the same organization. For example, you can create divisions by business units, countries, and office locations and then assign configuration objects to each division. After you create and configure divisions, you can use roles to grant user access to divisions, and thus the objects within each division.

  • Dnis Group - Original number dialed for the interaction.

  • Edge Id Group - Unique identifier of the edge device.

  • Ending Language Group - Flow ending language, e.g. en-us.

  • Entry Reason Group - Particular entry reason for this flow, e.g. an address, userId, or flowId.

  • Entry Type Group - Entry type for this flow, e.g. dnis, dialer, agent, flow, or direct.

  • Exit Reason Group - Reason why a customer exited the interaction.

  • External Contact Id Group - ID of an external contact.

  • External Media Count Group - Observed media count for an external participiant.

  • External Organization Id Group - ID of an external organization.

  • Flagged Reason Group - Indicates calls flagged for voice quality issues. For more information about flagging calls, see Flag a problematic voice interaction, or Flag a problematic phone call.

  • Flow Avg - Average amount of time that an entry spent in the flow.

  • Flow Count - Number of communications that entered a flow.

  • Flow Disconnect Avg - Average amount of time until an entry disconnected in a flow.

  • Flow Disconnect Count - Number of times an entry spent time in a flow until it was disconnected.

  • Flow Disconnect Max - Longest amount of time that an entry spent in the flow before disconnecting.

  • Flow Disconnect Min - Shortest amount of time that an entry spent in the flow before disconnecting.

  • Flow Disconnect Sum - Total amount of time spent in a flow for communications that were abandoned.

  • Flow Exit Avg - Average amount of time that an entry spent in a flow before exiting.

  • Flow Exit Count - Total number of times an entry was in a flow until it exited the flow to another destination, such as an ACD queue, ACD voicemail, or a user.

  • Flow Exit Max - Longest amount of time that an entry spent in the flow before exiting.

  • Flow Exit Min - Shortest amount of time that an entry spent in the flow before exiting.

  • Flow Exit Sum - Total amount of time spent in a flow for communications that exited the flow regularly.

  • Flow Id Group - ID assigned to a flow.

  • Flow Max - Maximum amount of time spent in a flow.

  • Flow Min - Minimum amount of time spent in a flow.

  • Flow Name Group - Name of a flow.

  • Flow Out Type Group - Type of flow out that occurred when emitting tFlowOut.

  • Flow Outcome Avg - Average number of communications that had a specific flow outcome.

  • Flow Outcome Count - Number of communications that had a specific flow outcome.

  • Flow Outcome Failed Count - Number of failed flow outcomes.

  • Flow Outcome Group - Number of communications that had a specific flow outcome.

  • Flow Outcome Id Group - ID of a flow outcome.

  • Flow Outcome Max - Maximum number of communications that had a specific flow outcome.

  • Flow Outcome Min - Minimum number of communications that had a specific flow outcome.

  • Flow Outcome Sum - Total number of communications that had a specific flow outcome.

  • Flow Outcome Value Group - Flow outcome value, e.g. SUCCESS.

  • Flow Sum - Total amount of time spent in a flow.

  • Flow Type Group - Type of flow.

  • Flow Version Group - Version of a flow.

  • Group Id Group - ID of a group.

  • Interaction Type Group - Type of interaction.

  • Journey Action Id Group - ID of the action.

  • Journey Action Map Id Group - ID of the action map that triggered the action.

  • Journey Action Map Version Group - Version of the action map that triggered the action.

  • Journey Customer Id Group - Primary identifier of the customer in the source where the activities originate from.

  • Journey Customer Id Type Group - Primary identifier type (e.g. cookie).

  • Journey Customer Session Id Group - Unique identifier of the session.

  • Journey Customer Session Id Type Group - Session types indicate the type or category of sessions (e.g. web, ticket, delivery, atm).

  • Media Count Group - Observed media count for an internal participant, e.g. an agent.

  • Media Type Group - Media type of the contact, such as telephony, email, or chat.

  • Message Type Group - Type of message.

  • Originating Direction Group - Original direction of the conversation.

  • Outbound Campaign Id Group - ID of an outbound campaign.

  • Outbound Campaign Name Group - Name of an outbound campaign.

  • Outbound Contact Id Group - ID of an outbound contact.

  • Outbound Contact List Id Group - ID of an outbound contact list.

  • Participant Name Group - Participant’s name.

  • Peer Id Group - Identifies pairs of related sessions in a conversation. E.g. an external session’s peerId will be the session that the call originally connected to, e.g. if an IVR was dialed, the IVR session will also have the external session’s ID as its peer. After that point, any transfers of that session to other internal components (acd, agent, etc.) will all spawn new sessions whose peerIds point back to that original external session.

  • Proposed Agent Id Group - Unique identifier for the agent that was proposed by predictive routing.

  • Provider Group - Source provider for the communication.

  • Purpose Group - Participant’s purpose.

  • Queue Id Group - ID of a queue.

  • Queue Name Group - Name of a queue.

  • Remote Group - Name, phone number, or email address of the remote party.

  • Requested Language Id Group - Unique identifier for the language requested for an interaction.

  • Requested Routing Group - Routing type(s) for requested/attempted routing methods.

  • Requested Routing Skill Id Group - Unique identifier(s) for the skill(s) requested for an interaction.

  • Room Id Group - Unique identifier for the room.

  • Routing Priority Group - A value can be assigned to prioritize a conversation in the queue.

  • Scored Agent Id Group - Unique identifier for the agent that was scored for this conversation.

  • Selected Agent Id Group - Selected agent’s ID.

  • Selected Agent Rank Group - Selected agent’s GPR rank.

  • Session Dnis Group - Dialed number for the current session; this can be different from the dnis, e.g. if the call was transferred.

  • Session Id Group - ID of a session.

  • Starting Language Group - Flow starting language, e.g. en-us.

  • Station Id Group - Unique identifier for a phone.

  • Transfer Target Address Group - Address of a flow transfer target, e.g. a phone number, an email address, or a queueId.

  • Transfer Target Name Group - Name of a flow transfer target.

  • Transfer Type Group - Type of transfer for flows that ended with a transfer.

  • Used Routing Group - Complete routing method.

  • User Id Group - User ID of an agent.

  • User Name Group - Agent’s username.

  • Wrap Up Code Group - Wrap-up code that an agent assigned to an interaction.

  • Wrap Up Code Name Group - Name of the wrap-up code.

Calculation Parameters

The Grid function has these optional parameters:

  • Address From - Address that initiated an interaction.

  • Address To - Address receiving an interaction.

  • Agent Rank - Proposed agent rank for this conversation.

  • Agent Score - Assigned agent score for this conversation (0 - 100, higher being better).

  • Ani - Automatic Number Identification (caller’s number).

  • Conversation Id - ID of the conversation.

  • Converted From - A session media type that was converted from in case of a media type conversion.

  • Converted To - A session media type that was converted to in case of a media type conversion.

  • Direction - Direction of the communication.

  • Disconnect Type - Reason the interaction disconnected.

  • Division Id - Displays the divisions associated with the interaction.

  • Dnis - Original number dialed for the interaction.

  • Edge Id - Unique identifier of the edge device.

  • Ending Language - Ending Language.

  • Entry Reason - Entry Reason.

  • Entry Type - Entry Type.

  • Exit Reason - Exit Reason.

  • External Contact Id - External Contact Id.

  • External Media Count - External Media Count.

  • External Organization Id - External Organization Id.

  • Flagged Reason - Flagged Reason.

  • Flow - Allows you to select from a list of flow names.

  • Flow Name - Flow Name.

  • Flow Out Type - Flow Out Type.

  • Flow Outcome - Flow Outcome.

  • Flow Outcome Id - Flow Outcome Id.

  • Flow Outcome Value - Flow Outcome Value.

  • Flow Type - Flow Type.

  • Flow Version - Flow Version.

  • Group Id - Group Id.

  • Interaction Type - Interaction Type.

  • Journey Action Id - Journey Action Id.

  • Journey Action Map Id - Journey Action Map Id.

  • Journey Action Map Version - Journey Action Map Version.

  • Journey Customer Id - Journey Customer Id.

  • Journey Customer Id Type - Journey Customer Id Type.

  • Journey Customer Session Id - Journey Customer Session Id.

  • Journey Customer Session Id Type - Journey Customer Session Id Type.

  • Media Count - Media Count.

  • Media Type - Allows you to select from a list of media types.

  • Message Type - Message Type.

  • Originating Direction - Originating Direction.

  • Outbound Campaign Id - Outbound Campaign Id.

  • Outbound Contact Id - Outbound Contact Id.

  • Outbound Contact List Id - Outbound Contact List Id.

  • Participant Name - Participant Name.

  • Peer Id - Peer Id.

  • Proposed Agent Id - Proposed Agent Id.

  • Provider - Provider.

  • Purpose - Purpose.

  • Queue - Allows you to select from a list of queue names.

  • Remote - Remote.

  • Requested Language Id - Requested Language Id.

  • Requested Routing - Requested Routing.

  • Requested Routing Skill Id - Requested Routing Skill Id.

  • Room Id - Room Id.

  • Routing Priority - Routing Priority.

  • Scored Agent Id - Scored Agent Id.

  • Selected Agent Id - Selected Agent Id.

  • Selected Agent Rank - Selected Agent Rank.

  • Session Dnis - Session Dnis.

  • Session Id - Session Id.

  • Starting Language - Starting Language.

  • Station Id - Station Id.

  • Transfer Target Address - Transfer Target Address.

  • Transfer Target Name - Transfer Target Name.

  • Transfer Type - Transfer Type.

  • Used Routing - Used Routing.

  • User - Allows you to select from a list of user names.

  • Wrap Up Code - Allows you to select from a list of wrap-up codes.