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Getting Started with Flow Analyzer

How to Access Flow Analyzer

  1. Log in to CxPortal.
  2. In the left sidebar, go to Flow Insights > Flow Analyzer.

The first thing you see is the contact list panel on the left.

If Insights isn't configured for your instance, Flow Analyzer shows Insights isn't set up for this instance yet instead of the contact list. Ask your CxPortal admin to configure Insights for the instance. If the configuration can't be loaded, Flow Analyzer shows Couldn't load Insights configuration with the error details — click Retry to try again.

The Contact List Panel

At the top of the panel, you find:

  • A search bar for entering a Contact ID
  • A Show Pending checkbox that includes contacts still in progress alongside completed ones. It is selected by default — clear it to list completed contacts only.
  • An Advanced link to open detailed filtering options
  • An AI API access button (sparkle icon) for driving Flow Analyzer from an AI assistant — see AI API Access

Below this, the panel shows a list of recent contacts. For each contact, you can see:

  • The channel type (voice, chat, email, or task), shown with an icon such as a phone for voice calls
  • The direction of the interaction
  • The duration
  • The date and time the interaction occurred

This view helps you quickly scan and select the interaction you want to review.

Your First Task: Find a Contact and Open It in Flow View

Try it: locate an interaction and see its journey.

  1. Copy a Contact ID from a log, ticket, or report.
  2. Paste the Contact ID into the search bar. You do not need to apply a date filter — Flow Analyzer returns the contact as long as it is still available in the system.
  3. Select the contact from the list. It opens in Flow View, showing exactly how the interaction progressed through the contact flows.
  4. Review the path taken by the contact and look for failed paths, error nodes, or unexpected branches.

Info: Every customer interaction in CxPortal is a contact. If you don't have a Contact ID, click Advanced to filter by timeline, agent, queue, channel, or contact attributes instead — see Investigating a Contact.

What to Do Next

Now that you can find a contact and open its journey, here is what to do next: