There are no UI reports yet but you can use the api. Use the analytics query builder
https://developer.genesys.cloud/developer-tools/#/analytics-query-builder.For example use the Flow Aggregate and group by flowMilestoneId.Query will look like:
{
"interval": "2021-05-26T15:49:33.819523100Z/2021-05-26T15:50:03.077368900Z",
"groupBy": [
"flowMilestoneId"
],
"metrics": [
"nFlowMilestone",
"oFlowMilestone"
],
"views": [],
"divisionIds": []
}
The response will look like (assuming a single milestone was used) :
{
"results": [
{
"group": {
"flowMilestoneId": "myFlowMilestoneIdHere",
"mediaType": "voice"
},
"data": [
{
"interval": "2021-05-26T15:49:33.819Z/2021-05-26T15:50:03.077Z",
"metrics": [
{
"metric": "nFlowMilestone",
"stats": {
"count": 1
}
},
{
"metric": "oFlowMilestone",
"stats": {
"max": 1,
"min": 1,
"count": 1,
"sum": 1
}
}
]
}
]
}
]
}
------------------------------
Melissa Bailey
Genesys - Employees
------------------------------
Original Message:
Sent: 07-14-2021 11:50
From: Ameya Phadtare
Subject: How to get IVR Option Selected Reports by Customers
Hi Melissa,
Thanks for the updates , however can you please guide me where we can see Milestone Analytical reporting ?
------------------------------
Ameya Phadtare
Cognizant Technology Solutions India
Original Message:
Sent: 07-14-2021 10:48
From: Melissa Bailey
Subject: How to get IVR Option Selected Reports by Customers
Think of flow outcomes as a goal and milestones the steps to accomplishing it. So if the goal is "made a payment", the steps are collect the customer's credit card #, collect the expiration date, collect the CCV, collect the zip code, collect the amount to pay, authorize payment, each of the data actions used to actually make the payment (it can take more than one), and played confirmation # to caller. So that's 1 outcome with 8+ milestones. The outcome analytics will tell you what percent of customers made payment and what percentage of those succeeded/failed, but milestones analytics will tell you which steps the customers did and didn't do (i.e. where did those failures come from).
But of course you can use them for whatever you want.
------------------------------
Melissa Bailey
Genesys - Employees
Original Message:
Sent: 07-14-2021 09:20
From: Ameya Phadtare
Subject: How to get IVR Option Selected Reports by Customers
Hi Robert,
Just wanted to understand how to use Flow Milestone in a flow. We could see we are just adding flow outcome only so how it is different from adding a flow outcome.
Some use case or a scenario can help forum understand.
------------------------------
Ameya Phadtare
Cognizant Technology Solutions India
Original Message:
Sent: 05-27-2021 17:44
From: Robert Wakefield-Carl
Subject: How to get IVR Option Selected Reports by Customers
That is exactly what Outcome Milestones is for. Use them to get aggregate and cumulative information about IVR selections. Just came out this week. Check it out at Add a flow milestone - Genesys Cloud Resource Center (mypurecloud.com). Not a lot of reporting on this yet, but that is what the ideas site is for, right? For now, as always, there is the API: /api/v2/flows/milestones
------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 05-27-2021 05:29
From: Goutam Mondal
Subject: How to get IVR Option Selected Reports by Customers
Hi All,
Can anyone help me by suggesting how I can fetch out a report of "IVR options is selected by customers" ? For instance.
If an IVR call flow has 4 options with four different numbers 1, 2, 3 and 4. If we need to know which one is being used/selected with number of times then how can get that report ?
Best Regards,
Goutam Mondal
#Reporting/Analytics
------------------------------
Goutam Mondal
Humana Inc.
------------------------------