Genesys Cloud (formerly PureCloud)

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Flow outcomes and loops?

  • 1.  Flow outcomes and loops?

    Top 25 Contributor
    Posted 7 days ago
    Hi guys

    How do flow outcomes track and report if a customer goes through a particular IVR path more than once in a call?  eg they go through and get their account balance, which we have a flow outcome for "checked_balance".  They then end up going back and checking that again on the same call for some reason.  Would there be a flow outcome count of 2?  I assume unless it also goes back to the initialization set point the second flow outcome would have a very short duration?
    #Reporting/Analytics
    #Routing(ACD/IVR)

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 2.  RE: Flow outcomes and loops?

    GCAP Member
    Posted 6 days ago
    Any time a call goes through an outcome task, it'll register. That said, you could set a variable condition to check in the conversation to see if they've gone through that particular task already... for example, after the outcome, set a variable like flow.checked_balance = true. then you can check that variable as a decision point prior to the outcome, and skip the outcome if it's true.

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    Dean Thames
    Koch Business Solutions
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  • 3.  RE: Flow outcomes and loops?

    Top 25 Contributor
    Posted 6 days ago
    Thanks Dean, yep that variable condition approach is used pretty much everywhere in our call flows already lol so looks like that's the go-to method again :)

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    Vaun McCarthy
    NTT New Zealand Limited
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