Hi all, 

The PureCloud release this week added a Flows and Flow Outcomes dashboard. We opened these new features today and cannot see any data. Will this populate from tomorrow as this is a new feature? If so, then historical data will never be accessible before today. Or do we need to use Architect to configure these new features in some way?

I am interested in how the community plans to use this new functionality. We are hoping to gain insights into customer behaviour such as abandon points in the IVR.

Regards,

Sam.
#Roadmap/NewFeatures
#Routing(ACD/IVR)

------------------------------
Sam Mitchell
------------------------------

You need to republish your flows for the Flows dashboard to take affect.  You need to create some Flow Outcomes and use them in your flows to see anything in the Flow Outcomes dashboard.

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 05-23-2019 02:33
From: Sam Mitchell
Subject: New Flows and Flow Outcomes functions

Hi all,

The PureCloud release this week added a Flows and Flow Outcomes dashboard. We opened these new features today and cannot see any data. Will this populate from tomorrow as this is a new feature? If so, then historical data will never be accessible before today. Or do we need to use Architect to configure these new features in some way?

I am interested in how the community plans to use this new functionality. We are hoping to gain insights into customer behaviour such as abandon points in the IVR.

Regards,

Sam.
#Roadmap/NewFeatures
#Routing(ACD/IVR)

------------------------------
Sam Mitchell
------------------------------

Hi

You will need to do the following (of cos you need the permision/roles to do these)

1. Set the flow outcome ( this is what you want to find out) - Admin > Architect > Flow Outcomes
2. Go to Architect, edit your call flow (or create a new one)
   1. Initialize each flow outcome (this got to be within your callflow before where you would place your survey outcome
   2. Place your survey outcome at the places within the flow where you want to capture the outcome
   3. set the outcome - either "SUCCESS" or "FAILURE".
3. Save and publish your call flow
4. Dial in as if you are the customer (I assume you know how to get to the callflow) and "navigate" within your call flow to "activate" those outcomes you have planted

Only then, you could see some result under Performance > Flow Outcomes (e.g below)


Best Regards

------------------------------
MengYong
------------------------------

Original Message:
Sent: 05-23-2019 02:33
From: Sam Mitchell
Subject: New Flows and Flow Outcomes functions

Hi all,

The PureCloud release this week added a Flows and Flow Outcomes dashboard. We opened these new features today and cannot see any data. Will this populate from tomorrow as this is a new feature? If so, then historical data will never be accessible before today. Or do we need to use Architect to configure these new features in some way?

I am interested in how the community plans to use this new functionality. We are hoping to gain insights into customer behaviour such as abandon points in the IVR.

Regards,

Sam.
#Roadmap/NewFeatures
#Routing(ACD/IVR)

------------------------------
Sam Mitchell
------------------------------

Thank you for that detailed explanation, MengYong! Nice work!

@Matt Lawson give that man a badge or something :-)​

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 05-23-2019 11:44
From: Meng Yong Choo
Subject: New Flows and Flow Outcomes functions

Hi

You will need to do the following (of cos you need the permision/roles to do these)

1. Set the flow outcome ( this is what you want to find out) - Admin > Architect > Flow Outcomes
2. Go to Architect, edit your call flow (or create a new one)
   1. Initialize each flow outcome (this got to be within your callflow before where you would place your survey outcome
   2. Place your survey outcome at the places within the flow where you want to capture the outcome
   3. set the outcome - either "SUCCESS" or "FAILURE".
3. Save and publish your call flow
4. Dial in as if you are the customer (I assume you know how to get to the callflow) and "navigate" within your call flow to "activate" those outcomes you have planted

Only then, you could see some result under Performance > Flow Outcomes (e.g below)


Best Regards

------------------------------
MengYong

Original Message:
Sent: 05-23-2019 02:33
From: Sam Mitchell
Subject: New Flows and Flow Outcomes functions

Hi all,

The PureCloud release this week added a Flows and Flow Outcomes dashboard. We opened these new features today and cannot see any data. Will this populate from tomorrow as this is a new feature? If so, then historical data will never be accessible before today. Or do we need to use Architect to configure these new features in some way?

I am interested in how the community plans to use this new functionality. We are hoping to gain insights into customer behaviour such as abandon points in the IVR.

Regards,

Sam.
#Roadmap/NewFeatures
#Routing(ACD/IVR)

------------------------------
Sam Mitchell
------------------------------

Hey @Meng Yong Choo, be sure to check out this week's PureCloud Q&A Show! George and I want to give you a shout out for your great answer and maybe a prize too...? Who knows!!! 

Cheers,​

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager
------------------------------

Original Message:
Sent: 05-23-2019 14:04
From: George Ganahl
Subject: New Flows and Flow Outcomes functions

Thank you for that detailed explanation, MengYong! Nice work!

@Matt Lawson give that man a badge or something :-)​

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys

Original Message:
Sent: 05-23-2019 11:44
From: Meng Yong Choo
Subject: New Flows and Flow Outcomes functions

Hi

You will need to do the following (of cos you need the permision/roles to do these)

1. Set the flow outcome ( this is what you want to find out) - Admin > Architect > Flow Outcomes
2. Go to Architect, edit your call flow (or create a new one)
   1. Initialize each flow outcome (this got to be within your callflow before where you would place your survey outcome
   2. Place your survey outcome at the places within the flow where you want to capture the outcome
   3. set the outcome - either "SUCCESS" or "FAILURE".
3. Save and publish your call flow
4. Dial in as if you are the customer (I assume you know how to get to the callflow) and "navigate" within your call flow to "activate" those outcomes you have planted

Only then, you could see some result under Performance > Flow Outcomes (e.g below)


Best Regards

------------------------------
MengYong

Original Message:
Sent: 05-23-2019 02:33
From: Sam Mitchell
Subject: New Flows and Flow Outcomes functions

Hi all,

The PureCloud release this week added a Flows and Flow Outcomes dashboard. We opened these new features today and cannot see any data. Will this populate from tomorrow as this is a new feature? If so, then historical data will never be accessible before today. Or do we need to use Architect to configure these new features in some way?

I am interested in how the community plans to use this new functionality. We are hoping to gain insights into customer behaviour such as abandon points in the IVR.

Regards,

Sam.
#Roadmap/NewFeatures
#Routing(ACD/IVR)

------------------------------
Sam Mitchell
------------------------------

Agreed, excellent and practical answer Meng Yong, thank you,

Sam.​

------------------------------
Sam Mitchell
------------------------------

Original Message:
Sent: 06-03-2019 10:25
From: Matt Lawson
Subject: New Flows and Flow Outcomes functions

Hey @Meng Yong Choo, be sure to check out this week's PureCloud Q&A Show! George and I want to give you a shout out for your great answer and maybe a prize too...? Who knows!!!

Cheers,​

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager

Original Message:
Sent: 05-23-2019 14:04
From: George Ganahl
Subject: New Flows and Flow Outcomes functions

Thank you for that detailed explanation, MengYong! Nice work!

@Matt Lawson give that man a badge or something :-)​

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys

Original Message:
Sent: 05-23-2019 11:44
From: Meng Yong Choo
Subject: New Flows and Flow Outcomes functions

Hi

You will need to do the following (of cos you need the permision/roles to do these)

1. Set the flow outcome ( this is what you want to find out) - Admin > Architect > Flow Outcomes
2. Go to Architect, edit your call flow (or create a new one)
   1. Initialize each flow outcome (this got to be within your callflow before where you would place your survey outcome
   2. Place your survey outcome at the places within the flow where you want to capture the outcome
   3. set the outcome - either "SUCCESS" or "FAILURE".
3. Save and publish your call flow
4. Dial in as if you are the customer (I assume you know how to get to the callflow) and "navigate" within your call flow to "activate" those outcomes you have planted

Only then, you could see some result under Performance > Flow Outcomes (e.g below)


Best Regards

------------------------------
MengYong

Original Message:
Sent: 05-23-2019 02:33
From: Sam Mitchell
Subject: New Flows and Flow Outcomes functions

Hi all,

The PureCloud release this week added a Flows and Flow Outcomes dashboard. We opened these new features today and cannot see any data. Will this populate from tomorrow as this is a new feature? If so, then historical data will never be accessible before today. Or do we need to use Architect to configure these new features in some way?

I am interested in how the community plans to use this new functionality. We are hoping to gain insights into customer behaviour such as abandon points in the IVR.

Regards,

Sam.
#Roadmap/NewFeatures
#Routing(ACD/IVR)

------------------------------
Sam Mitchell
------------------------------

@Meng Yong Choo Thank you for your hard work and contribution to the discussion. On the most recent episode of the PureCloud Community Q&A Show we gave you a shoutout!

------------------------------
Cole Callahan
Genesys - Employees
------------------------------

Original Message:
Sent: 05-23-2019 11:44
From: Meng Yong Choo
Subject: New Flows and Flow Outcomes functions

Hi

You will need to do the following (of cos you need the permision/roles to do these)

1. Set the flow outcome ( this is what you want to find out) - Admin > Architect > Flow Outcomes
2. Go to Architect, edit your call flow (or create a new one)
   1. Initialize each flow outcome (this got to be within your callflow before where you would place your survey outcome
   2. Place your survey outcome at the places within the flow where you want to capture the outcome
   3. set the outcome - either "SUCCESS" or "FAILURE".
3. Save and publish your call flow
4. Dial in as if you are the customer (I assume you know how to get to the callflow) and "navigate" within your call flow to "activate" those outcomes you have planted

Only then, you could see some result under Performance > Flow Outcomes (e.g below)


Best Regards

------------------------------
MengYong

Original Message:
Sent: 05-23-2019 02:33
From: Sam Mitchell
Subject: New Flows and Flow Outcomes functions

Hi all,

The PureCloud release this week added a Flows and Flow Outcomes dashboard. We opened these new features today and cannot see any data. Will this populate from tomorrow as this is a new feature? If so, then historical data will never be accessible before today. Or do we need to use Architect to configure these new features in some way?

I am interested in how the community plans to use this new functionality. We are hoping to gain insights into customer behaviour such as abandon points in the IVR.

Regards,

Sam.
#Roadmap/NewFeatures
#Routing(ACD/IVR)

------------------------------
Sam Mitchell
------------------------------

HI all,

Will there be a way to delete flow outcomes? Currently, there is only an Edit function.

------------------------------
Angel R.
------------------------------

Original Message:
Sent: 06-06-2019 10:08
From: Cole Callahan
Subject: New Flows and Flow Outcomes functions

@Meng Yong Choo Thank you for your hard work and contribution to the discussion. On the most recent episode of the PureCloud Community Q&A Show we gave you a shoutout!

------------------------------
Cole Callahan
Genesys - Employees

Original Message:
Sent: 05-23-2019 11:44
From: Meng Yong Choo
Subject: New Flows and Flow Outcomes functions

Hi

You will need to do the following (of cos you need the permision/roles to do these)

1. Set the flow outcome ( this is what you want to find out) - Admin > Architect > Flow Outcomes
2. Go to Architect, edit your call flow (or create a new one)
   1. Initialize each flow outcome (this got to be within your callflow before where you would place your survey outcome
   2. Place your survey outcome at the places within the flow where you want to capture the outcome
   3. set the outcome - either "SUCCESS" or "FAILURE".
3. Save and publish your call flow
4. Dial in as if you are the customer (I assume you know how to get to the callflow) and "navigate" within your call flow to "activate" those outcomes you have planted

Only then, you could see some result under Performance > Flow Outcomes (e.g below)


Best Regards

------------------------------
MengYong

Original Message:
Sent: 05-23-2019 02:33
From: Sam Mitchell
Subject: New Flows and Flow Outcomes functions

Hi all,

The PureCloud release this week added a Flows and Flow Outcomes dashboard. We opened these new features today and cannot see any data. Will this populate from tomorrow as this is a new feature? If so, then historical data will never be accessible before today. Or do we need to use Architect to configure these new features in some way?

I am interested in how the community plans to use this new functionality. We are hoping to gain insights into customer behaviour such as abandon points in the IVR.

Regards,

Sam.
#Roadmap/NewFeatures
#Routing(ACD/IVR)

------------------------------
Sam Mitchell
------------------------------

Hi Meng Yong - 

I am facing one issue. I have a block where based on yes or no selection I have updating my flow outcome either success or fail which is working fine.

The issue I am facing is, the failure count of the same outcome is getting incremented even if I am disconnecting the call well before the input block.

My business request is as below:

1. Success count of verified customer
2. Failure count of nonverified customer
3. Customer disconnected call during this process.

Any help around this would be really helpful !



------------------------------
Thanks,
Anurag Gusain
------------------------------

Original Message:
Sent: 05-23-2019 11:44
From: Meng Yong Choo
Subject: New Flows and Flow Outcomes functions

Hi

You will need to do the following (of cos you need the permision/roles to do these)

1. Set the flow outcome ( this is what you want to find out) - Admin > Architect > Flow Outcomes
2. Go to Architect, edit your call flow (or create a new one)
   1. Initialize each flow outcome (this got to be within your callflow before where you would place your survey outcome
   2. Place your survey outcome at the places within the flow where you want to capture the outcome
   3. set the outcome - either "SUCCESS" or "FAILURE".
3. Save and publish your call flow
4. Dial in as if you are the customer (I assume you know how to get to the callflow) and "navigate" within your call flow to "activate" those outcomes you have planted

Only then, you could see some result under Performance > Flow Outcomes (e.g below)


Best Regards

------------------------------
MengYong

Original Message:
Sent: 05-23-2019 02:33
From: Sam Mitchell
Subject: New Flows and Flow Outcomes functions

Hi all,

The PureCloud release this week added a Flows and Flow Outcomes dashboard. We opened these new features today and cannot see any data. Will this populate from tomorrow as this is a new feature? If so, then historical data will never be accessible before today. Or do we need to use Architect to configure these new features in some way?

I am interested in how the community plans to use this new functionality. We are hoping to gain insights into customer behaviour such as abandon points in the IVR.

Regards,

Sam.
#Roadmap/NewFeatures
#Routing(ACD/IVR)

------------------------------
Sam Mitchell
------------------------------

When you initialize an outcome, the status is set to failure.  To know whether the failure you are seeing it from a set flow outcome that chose failure vs the initialize action, look to see if there is an end timestamp.  If it has a value, it's from the set flow outcome; if it's null then it's from the initialize.

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 12-16-2021 11:47
From: Anurag Gusain
Subject: New Flows and Flow Outcomes functions

Hi Meng Yong -

I am facing one issue. I have a block where based on yes or no selection I have updating my flow outcome either success or fail which is working fine.

The issue I am facing is, the failure count of the same outcome is getting incremented even if I am disconnecting the call well before the input block.

My business request is as below:

1. Success count of verified customer
2. Failure count of nonverified customer
3. Customer disconnected call during this process.

Any help around this would be really helpful !



------------------------------
Thanks,
Anurag Gusain

Original Message:
Sent: 05-23-2019 11:44
From: Meng Yong Choo
Subject: New Flows and Flow Outcomes functions

Hi

You will need to do the following (of cos you need the permision/roles to do these)

1. Set the flow outcome ( this is what you want to find out) - Admin > Architect > Flow Outcomes
2. Go to Architect, edit your call flow (or create a new one)
   1. Initialize each flow outcome (this got to be within your callflow before where you would place your survey outcome
   2. Place your survey outcome at the places within the flow where you want to capture the outcome
   3. set the outcome - either "SUCCESS" or "FAILURE".
3. Save and publish your call flow
4. Dial in as if you are the customer (I assume you know how to get to the callflow) and "navigate" within your call flow to "activate" those outcomes you have planted

Only then, you could see some result under Performance > Flow Outcomes (e.g below)


Best Regards

------------------------------
MengYong

Original Message:
Sent: 05-23-2019 02:33
From: Sam Mitchell
Subject: New Flows and Flow Outcomes functions

Hi all,

The PureCloud release this week added a Flows and Flow Outcomes dashboard. We opened these new features today and cannot see any data. Will this populate from tomorrow as this is a new feature? If so, then historical data will never be accessible before today. Or do we need to use Architect to configure these new features in some way?

I am interested in how the community plans to use this new functionality. We are hoping to gain insights into customer behaviour such as abandon points in the IVR.

Regards,

Sam.
#Roadmap/NewFeatures
#Routing(ACD/IVR)

------------------------------
Sam Mitchell
------------------------------

Hello, Our team added this feature in Genesys Cloud CX, but we cannot view it under Performance>Workspace. What permission is needed to view the Flow and flow outcome?

------------------------------
Sal Barba
------------------------------

Original Message:
Sent: 05-23-2019 11:44
From: Meng Yong Choo
Subject: New Flows and Flow Outcomes functions

Hi

You will need to do the following (of cos you need the permision/roles to do these)

1. Set the flow outcome ( this is what you want to find out) - Admin > Architect > Flow Outcomes
2. Go to Architect, edit your call flow (or create a new one)
   1. Initialize each flow outcome (this got to be within your callflow before where you would place your survey outcome
   2. Place your survey outcome at the places within the flow where you want to capture the outcome
   3. set the outcome - either "SUCCESS" or "FAILURE".
3. Save and publish your call flow
4. Dial in as if you are the customer (I assume you know how to get to the callflow) and "navigate" within your call flow to "activate" those outcomes you have planted

Only then, you could see some result under Performance > Flow Outcomes (e.g below)


Best Regards

------------------------------
MengYong

Original Message:
Sent: 05-23-2019 02:33
From: Sam Mitchell
Subject: New Flows and Flow Outcomes functions

Hi all,

The PureCloud release this week added a Flows and Flow Outcomes dashboard. We opened these new features today and cannot see any data. Will this populate from tomorrow as this is a new feature? If so, then historical data will never be accessible before today. Or do we need to use Architect to configure these new features in some way?

I am interested in how the community plans to use this new functionality. We are hoping to gain insights into customer behaviour such as abandon points in the IVR.

Regards,

Sam.
#Roadmap/NewFeatures
#Routing(ACD/IVR)

------------------------------
Sam Mitchell
------------------------------