Journey Manager Report

The Journey Manager Report displays a summary of calls with a full detailed flow, from the moment it enters to the questions asked and answers provided.

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To generate the Journey Manager report:

Open the Journey Manager Report page (Reports > Interaction Center Reports > Journey Manager); the following appears:

Select the appropriate filter fields to generate your report:

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Date From: Displays this report for a specific date/time range.

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Date To: Displays this report for a specific date/time range.

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Call Source: Displays information that is related to a specific source number.

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DNIS: Defines the internal phone number that is called to access Voca. You can select the appropriate value from the drop-down list.

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Queue Name: Defines a specific queue name or 'Any' to show statistics for all call queues.

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Call Disposition: Defines information that relates to calls that ended with a specific disposition or “Any’. For an explanation of the different call disposition, refer to Call Dispositions.

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Timezone Display Mode: Defines this report in different time zones. The time zone of calls can be one of the following options:

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Tenant time zone: Displays the information in this report based on the tenant configured time zone.

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Flow time zone: Displays the information in this report based on the time zone configured under the Telephony Setting settings.

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Local time zone (Web): Displays the information in this report based on the browser local time zone.

Click Generate to generate the report; click Export CSV to export the report in CSV format.

The following is a description of the report fields.

Field	Description
Date	Defines the date of the call.
Timezone	Defines the time zone of the call.
Source	Defines the phone number the call was made from.
Destination	Defines the telephone number that was dialed by the caller.
Duration	Defines the time between when the call is inserted into the queue until the call was transferred, abandoned, or reached the over-flow limit.
DNIS Name	Defines the name of the IVR service.
Queue Name	Defines the Queue name that got the call.
Queue Time	Defines the total time that the customer waited in the queue.
Talk Time	Defines how long the worker was in the talking state.
Disposition	Displays the disposition of the call.
Routed To	Defines the number where the call has been routed to.

Click on any call to view its flow, separated by relevant sections.