Flow-outs is the terminology used to describe calls that enter and exit the queue without being handled or terminated in Genesys Cloud CX Performance menu. A flow-out is a call that was offered to a queue or an agent group, but exited the queue or the agent group before reaching an agent or being abandoned by the caller. A flow-out can occur for various reasons, such as:
The call was transferred to another queue or resource group by a routing strategy The call was transferred to voicemail after a timeout by a routing strategy The call was handled by an IVR or a bot without reaching an agent Flow-outs can affect various metrics in Genesys Cloud CX Performance menu , such as :
Flow-out Count : The number of calls that flowed out of a queue or an agent group during a specified period of time .
Flow-out Rate : The percentage of calls that flowed out of a queue or an agent group during a specified period of time .
Service Level : The percentage of calls that were answered within a target time threshold during a specified period of time .