This feature allows users to view flow reporting for After Call Work (ACWs), providing significant benefits for both debugging and trend analysis. In the reports, users can see the path traversed by the ACW for each case. This helps users identify which node might be causing unexpected behavior, thereby saving debugging time.

The system clearly differentiates how the ACW was submitted, whether by auto wrap or by the agent. By leveraging this feature, users can gain deeper insights into the ACW process. This includes understanding how ACWs are initiated and completed, identifying trends, and effectively debugging issues.

Accessing Reports

To access the flow reports, users can hover over the Options icon and select View Reports.

Viewing the Path

The reports will display the path traversed by each ACW for every case, including those with multiple conversations. This feature clearly shows how each ACW was submitted.

Functionalities Within Reports

Date Filter: Allows users to view reports for a specific time range.

View Analytics: Opens in the third pane and contains the version history and user activity of the ACW. This section also shows detailed reporting for the ACW, which includes the following metrics along with a date filter:

Initiated count

Completed count

Pending ACW count

ACW completion time

Usage trend

Toggle Filters: Allows users to add filters for case number, user, and workspace.

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Auto Wrap and Agent Submission

The flow reporting differentiates between ACWs submitted automatically by the system (auto wrap) and those submitted manually by agents.