Genesys Cloud CX

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  • 1.  Availability of Reporting on Flow Milestones

    Posted 07-28-2021 19:17
    Hi All -

    Has anyone seen any updates on availability of Reporting on Flow Milestones?

    Cheers.
    #ArchitectureandDesign
    #Reporting/Analytics

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    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific
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  • 2.  RE: Availability of Reporting on Flow Milestones

    Posted 07-28-2021 19:58
    I have a meeting with Genesys about this on Friday.  I would expect nothing before Q4.  What is it that you (and others) would like to see in the reporting.  What I suggested was a selection counter report - similar to Connect IVR level report and a IVR use flow report similar to want CX Insights has for Engage.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Availability of Reporting on Flow Milestones

    Posted 07-28-2021 20:35
    Hey Robert -

    Your suggestions are spot on!

    Given the 'Add Flow Milestone' block associates a Milestone directly to an Outcome, I would be expecting some type of hierarchical report with counters for both. For example, Outcomes filtered by Flow (similar to current 'Performance > Flow Outcomes'), then drill down on the Outcome to see the Milestones.

    Perhaps obvious, but Milestone data would be retained regardless of Success / Fail of Outcome. Durations for Milestones (Avg / Min / Max) would be good to maintain if possible.

    Cheers, and good luck!

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    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific
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  • 4.  RE: Availability of Reporting on Flow Milestones

    Posted 07-28-2021 23:30
    PS ... Dashboards Widgets would be good too!

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    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific
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  • 5.  RE: Availability of Reporting on Flow Milestones

    Posted 08-13-2021 02:45
    Hey @Robert Wakefield-Carl -

    Did you get anything useful from your recent catchup with Genesys?​

    Cheers,
    Mal.

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    Thanks and regards,
    Malcolm Green
    Senior Contact Centre Engineer
    Nexon Asia Pacific
    malcolm.green@nexon.com.au
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  • 6.  RE: Availability of Reporting on Flow Milestones

    Posted 08-13-2021 09:36
    Yes.  The team is busily working on the UI and reports to include all that was suggested.  There will be two phases and we should see beta of phase 1 very soon.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 7.  RE: Availability of Reporting on Flow Milestones

    Posted 09-23-2021 05:29
    Hi Robert,
    any update/timelines on this?

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    Reginald Sheraton
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  • 8.  RE: Availability of Reporting on Flow Milestones

    Posted 10-19-2021 10:54
    Hello all! @Robert Wakefield-Carl - have you heard any updates around timing on this? My teams are also very interested in having a way to report on flow milestones soon!

    Thanks!
    -Monica Michaud​

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    Monica Michaud
    Koch Business Solutions
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  • 9.  RE: Availability of Reporting on Flow Milestones

    Posted 10-27-2021 04:17
    have you heard any updates around timing on this?

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    Reginald Sheraton
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  • 10.  RE: Availability of Reporting on Flow Milestones

    GENESYS
    Posted 10-29-2021 13:51
    Hi Everyone,

    Thank you all for your patience with this new feature! We are estimating our Beta release for this to be by the end of the quarter. This is a pretty large addition with new views specifically for Milestones, in addition to adding filters and columns across existing views. I'm really excited about this one, and can't wait to hear feedback once it's in your hands.

    Thanks,
    Jacky


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    Jacqueline Minkler
    Genesys - Employees
    Sr. Product Manager, Reporting & Visualizations
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