Preferences

To configure the Reporting node properly, it is important that at least one Assignment and Dial, Callback, or Voicemail node is used in the flow.

Furthermore, if you wish to report by queue, the node only allows the selection of a single queue in the “Queue for reporting” field to make sure your interaction/contacts are reported on a single queue:

Depending on the position chosen to place the node in the flow, the node will have an impact when reporting either by interaction or by contacts.

Interaction Level Reporting

If no Reporting node is added, the interaction will be tagged with the last Assignment and Dial, Callback, or Voicemail node's queue.

If one Reporting node is added and:

• The interaction ends after it; the interaction is tagged with the queue defined in that Reporting node.
• The interaction ends without passing through any Reporting node; it is tagged with the queue defined in the last Assignment and Dial, Callback, or Voicemail node.

Contact Level Reporting

If a Reporting node is added, as shown below, one contact will be created with the queue set in the reporting node “Report 01”:

If two or more Reporting steps are added to the flow, each reporting step will create a new contact out of the interaction:

When the Reporting node is not used, the contact will be reported following the queue that has been defined in the first Assignment and Dial, Callback, or Voicemail nodes of your flow.

Note: Please be aware that the following misconfiguration scenarios will result in the node's incorrect behavior and that no data will be displayed in the “Calls Report”:

• The Reporting node is added to the flow after the Assignment and Dial (for instance, before an IVR step):

• The Reporting node is added to the flow, but no Assignment and Dial, Callback, or Voicemail nodes are added:

Autopilot and Queue Reporting

The Reporting node does not populate the queue field for contacts handled by Autopilot or Virtual Agent nodes, regardless of where the Reporting node is placed in the Studio Flow.

Why This Happens

The Reporting node sets the reporting_queue_name for the next assignment step it precedes. However, Autopilot and Virtual Agent nodes are not considered assignment steps by the platform. Because only assignment steps trigger queue population in contact_started events, placing a Reporting node before an Autopilot step will not cause queue to be populated for any resulting Autopilot or Virtual Agent contact types.

Affected Contact Types

• Autopilot Success
• Autopilot Escalation
• Autopilot Abandoned
• Autopilot (default/general category)

Recommendation

If your flow uses Autopilot and you need to segment or filter contacts by queue in the Explore Contacts Report, use the Contact Type dimension instead of queue. The Contact Type dimension accurately identifies all Autopilot-handled interactions. For contacts that escalate to a live agent, the agent contact record (Contact Type = Autopilot Escalation, followed by an answered agent contact) will reflect the queue of the assignment step that handled the escalation.