One way to think of outcomes; they're like website visit counters and are used to track menu option utilization. Each interaction that goes thru a flow and traverses an outcome is like tripping a flag, which increases the hit counter for that particular flag.
Menu 1: initiate the Menu 1 flow outcome then set an outcome for each menu option.
Menu 2: initiate the Menu 2 flow outcome then set an outcome for each menu option.
This allows you to analyze in Genesys Workspace which menu options are utilized the most, and the least. It gives you the percentages for each flow outcome to determine if you can eliminate menu options or rethink how to enhance the prompts to get more folks to a preferred path (i.e., rather than setting the prompt "If you know the extension you want to reach, dial it now." message as the last option of a menu, perhaps move it to the front of the menu). Also, if you're using Data Actions to lookup a caller by ANI or Member ID using a collect input, you can also set outcomes when the account is found = "Success" or if the account is not found = "Failure". Note: there is a limitation on how many outcomes and milestones you can place in a particular flow. https://help.mypurecloud.com/articles/set-flow-outcome-action/#:~:text=Flow%20outcome%20and%20flow%20milestone,but%20you%20cannot%20delete%20it.
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Carlos Albor
Senior Principal PS Consultant
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