Daily Flow

Daily Flow is a report that allows you to review a single agent’s work process and activities chronologically within a specific date range. It allows you to track the agent’s session, break, interaction, and other status information throughout the day. To view the report, you must select the relevant agent from the filter area.

To access this report category, follow Reports > Agent Reports > Daily Flow.
You can filter the report using criteria such as Agent, Date, and Event Type from the filter fields at the top of the report. The data matching the criteria you enter is displayed in the report.
To refresh the data in the report, use the Refresh icon located on the far right of the screen.

Information Included in the Report

After selecting an agent, various information regarding the selected agent’s work process within the specified date range is displayed in the report.
In the Daily Distribution section, the agent’s statuses throughout the day are displayed in color along with their percentage rates. It includes the durations spent in statuses such as Break, Not Ready, and Idle, as well as the distribution of these statuses throughout the day. The section also includes information related to calls and interactions, such as interaction count, answered calls, and missed incoming calls.
In the lower section of the report, the agent’s activities within the selected date range are listed chronologically. When the agent logs in, information such as the IP address and device information is displayed; when the agent receives an interaction, information such as the channel, direction, contact, role, and interaction number is included. In addition to these, many other details regarding the agent’s activities and statuses throughout the day can be viewed in this report.