Genesys Cloud - Main

Hello Folks,

Hope you are doing well.

In our environment, we are setting up a call flow where after pressing 1 call goes to a queue and that report we can extract from Genesys but after pressing 2 call goes to an external number. In architect flow or somewhere is there an option to place a tag so that those calls can be tagged and is there a way to get a report using that tag in Genesys ?

Thanks in Advacne

Rajdeep

Hello Rajdeep,

Depending on the type of Report you are looking for, I can think about 3 ways that would be able to achieve that.

1. Setting an External Tag in Architect
Call.ExternalTag is a built-in variable in Architect that allows you to attach a tag (up to 36 characters) to an interaction. This feature is specifically designed to associate interactions in Genesys Cloud with records in external systems like CRM or System of Records (SOR).

How to Use Set External Tag Action:

• In your Architect flow, after the caller presses "2" (before the external transfer), drag the Set External Tag action from the Toolbox
• Give the action a meaningful name (e.g., "Tag External Transfer")
• In the External Tag field, enter a string value (e.g., "ExternalTransfer" or "Option2-External")
• Maximum 36 characters
• Can use literal strings or expressions
• The action has Success and Failure paths you can configure

Reporting with External Tags:

They appear as a built-in filter in multiple Performance views:

• Interactions view (Performance > Workspace > Contact Center > Interactions)
• Agent Interactions Detail view
• Queue Interactions Detail view
• Scheduled Callbacks view

How to filter by External Tag:

• Click the Filter icon in any of the above views
• Under External Tag, enter the tag name in the search box
• Select the external tag from the search results
• You can select multiple external tags to filter the view

Important Limitations:

• 36-character limit - Cannot be increased
• One tag per interaction - Currently, only one external tag can be associated with an interaction (there's an open feature request for multiple tags, but it's marked "Will Not Implement")
• Not available for web chat interactions
• Must be set before conversation ends - If you update the tag after the conversation ends, it won't appear in metrics
  The Call.ExternalTag variable is Read Only - You can only read it in expressions; you must use the Set External Tag action to set its value

2. Using Set Participant Data. 
This allows you to create custom attributes that persist throughout the interaction:

How to implement:

• In your Architect flow, after the caller presses "2" (before transferring to the external number), drag the Set Participant Data action from the Toolbox (Data category)
• Give the action a meaningful name (e.g., "Tag External Transfer")
• Set an attribute name (e.g., "TransferType") and assign it a value (e.g., "ExternalTransfer")
• These attributes are case-sensitive, so maintain consistent naming

Benefits:

• Participant data attributes persist between transfers from one flow to another
• They travel with the interaction throughout its lifecycle

Reporting:
To view and report on this data:

• Navigate to Performance > Workspace > Contact Center > Interactions Or go to Menu > Analytics > Analytics Workspace and search for "Interactions"
• Select an interaction and scroll to the Participant Data section
• You can view the custom attributes you set (e.g., TransferType = ExternalTransfer)

3. Using Flow Outcomes and Flow Milestones:

Another option is to use the Set Flow Outcome action to track success/failure metrics:

How to implement:

• First, use the Initialize Flow Outcome action at the beginning of your flow
• After the caller presses "2", use the Set Flow Outcome action to mark this path
• Define a specific outcome (e.g., "External Transfer") and mark it as Success or Failure
• You can configure up to 100 flow outcomes per organization

Reporting:

• Navigate to Performance > Workspace > Flows > Flow Outcome Performance
• Or go to Menu > Analytics > Analytics Workspace and search for "Flow Outcome Performance"
• View metrics including total interactions, success/failure rates, and time spent
• Click on specific flows or outcomes for detailed data
• Click Refresh to see the most current data (it doesn't auto-update)

I hope this answer your question. If you found this relevant, please consider making this the Best Answer.

Hello Folks,

Hope you are doing well.

In our environment, we are setting up a call flow where after pressing 1 call goes to a queue and that report we can extract from Genesys but after pressing 2 call goes to an external number. In architect flow or somewhere is there an option to place a tag so that those calls can be tagged and is there a way to get a report using that tag in Genesys ?

Thanks in Advacne

Rajdeep

Hello Folks,

Hope you are doing well.

In our environment, we are setting up a call flow where after pressing 1 call goes to a queue and that report we can extract from Genesys but after pressing 2 call goes to an external number. In architect flow or somewhere is there an option to place a tag so that those calls can be tagged and is there a way to get a report using that tag in Genesys ?

Thanks in Advacne

Rajdeep

#Reporting/Analytics

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Datta Rajdeep
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