What are flow-outs?

• A. Interactions that enter and leave a queue without getting answered by an agent or disconnected.
• B. Interactions that are transferred to another queue.
• C. Interactions that are escalated to a supervisor.
• D. Interactions that are completed with a successful sale.

Answer: (A)

Flow-outs describe interactions that enter a queue and then leave it without being answered by an agent. In this path, the contact does not get picked up by a human agent and does not end because of a disconnection, but rather exits the queue through an automated flow or another non-agent destination. This metric helps you see how much traffic never reaches an agent, so you can assess automation, overflow routing, or wait-time adjustments to reduce abandoned or redirected contacts. The other scenarios involve an agent's action (transferring to another queue, escalating to a supervisor) or a completed sale, which are not considered flow-outs because they involve agent interaction or a finished outcome.