Genesys Cloud (formerly PureCloud)

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New Flows and Flow Outcomes functions

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  • 1.  New Flows and Flow Outcomes functions

    Posted 05-23-2019 02:33
    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)

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    Sam Mitchell
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  • 2.  RE: New Flows and Flow Outcomes functions

    GENESYS
    Posted 05-23-2019 08:59
    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.

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    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: New Flows and Flow Outcomes functions
    Best Answer

    Posted 05-23-2019 11:45
    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)

    Performance > Flow Outcomes Page
    Best Regards

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    MengYong
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  • 4.  RE: New Flows and Flow Outcomes functions

    GENESYS
    Posted 05-23-2019 14:05
    Thank you for that detailed explanation, MengYong! Nice work!

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

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    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
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  • 5.  RE: New Flows and Flow Outcomes functions

    GENESYS
    Posted 06-03-2019 10:26
    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,​

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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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  • 6.  RE: New Flows and Flow Outcomes functions

    Posted 06-03-2019 20:57
    Agreed, excellent and practical answer Meng Yong, thank you,

    Sam.​

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    Sam Mitchell
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  • 7.  RE: New Flows and Flow Outcomes functions

    Posted 06-06-2019 10:08
    @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!

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    Cole Callahan
    Genesys - Employees
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  • 8.  RE: New Flows and Flow Outcomes functions

    GCAP Member
    Posted 03-04-2020 10:16
    HI all,

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

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    Angel R.
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