Understanding FLOW OUT

[larmi]

Hello
I'm trying to understand the FLOW OUT column on my BCMS SKILL report. I was always under the impression that the FLOW OUT column was any call that was transferred out of the vector (and not in a queue). For instance, for non urgent calls, calls will be queued... For critical calls, the vector will forward the call to a coverage answer group that rings 5 phones at once. I'm getting stats/details for the non urgent calls, as they are being queued. However, I can't tell how many critical calls came in. Perhaps my vector is not set up correctly? How can I make critical calls appear in the "FLOW OUT" column?

 

[nunntcom]

Hello there. Couple of questions for ya. First if you are running a list bcms skill report it will not show vector activity at all. I don't think vectors are even available for reporting in basic BCMS. Generally think of a flow out this way. If a call queues to a skill first, then rather than getting answered by an agent it is forced to route somewhere else than you have a Flow Out. Good example is RONA if your agents don't use auto-answer, or something like perhaps you queue the call up and then play a message asking the callers if they want to leave a voice mail message (if they do wish to leave a vm message you will also have a flow out).

So in your scenario I am guessing for your critical call you are just routing to a dummy station with a coverage path to the cover answer group, I have done it that way myself a few times.

If you don't want to change much try running a bcms vdn report for all the vdns that point to your vector. You will see a flow out column there as well. And you should have some good data. Just keep in mind the other scenarios I mentioned for flow outs cause they will also be counted in there as well.