Genesys Cloud - Main

Hi Guys, 

I have a requirement from my supervisors to be able to generate a report where we can get the total numbers of calls that we get when the clients call our Main IVR then select Option 2 (for example). I've been told that I can achieve this by using Flow Outcomes but the documentation is not clear on how to link this up to my architect. 

Like for example, my Main IVR is set to the main menu where press 1 goes to my queue, Press 2 goes to sales, Press 3 goes to 3rd party number. 

I will need to be able to get a report per month of how many calls goes to Option 2 (Sales)

Can someone be able to guide me and walk through me how to achieve this? Do I need the "Initialize Flow Outcome action" and "Set Flow Outcome action" on every interaction I have on my architect? What is the difference if I use only 1 of the above and what will be the position of these in the flow?
#ArchitectureandDesign
#Reporting/Analytics

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Jeffrey Wee
Agility CIS
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Hi Jeffrey

For something like that you probably don't need to Initalize Flow Outcome, that is useful when you set it at the start of branching path, so it will default to failure, and then you can set it to success where you want. But for this you could just Set Flow Outcome to Success, assuming you have setup a Flow Outcome.

So in your menu, option 2 set it to a Task rather than a transfer to ACD. Then in the task, add the Set Flow Outcome, select the Flow Outcome created, and set to success, then add the transfer to ACD action below that.

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Anton Vroon
KiwiBank
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Hi Anton,

Thank you for your response. I did actually use the below flow. I tested it and it seems it is working but I am not sure if I design it properly. 

Below is what I created.

On my Main Menu, I have to switch the Transfer to Number to a Task (as you mention above). My flow is:

Start > Initialize Flow Outcome (linked my Flow Outcome) > Set Flow Outcome (Use my Flow Outcome and Value is equal to Sucess) > Transfer to Number (Goest to Sales Number) > Sucess End Flow; Failure [Set Flow Outcome; value failure] > Disconnect.

I am not sure if I design it cleanly but I will try to remove the "Initialize Flow Outcome" and see if that will make any difference.

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Jeffrey Wee
Agility CIS
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Original Message:
Sent: 07-19-2021 23:15
From: Anton Vroon
Subject: Configuring Flow Outcomes to get the reports we want

Hi Jeffrey

For something like that you probably don't need to Initalize Flow Outcome, that is useful when you set it at the start of branching path, so it will default to failure, and then you can set it to success where you want. But for this you could just Set Flow Outcome to Success, assuming you have setup a Flow Outcome.

So in your menu, option 2 set it to a Task rather than a transfer to ACD. Then in the task, add the Set Flow Outcome, select the Flow Outcome created, and set to success, then add the transfer to ACD action below that.

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Anton Vroon
KiwiBank
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Just to add to what Anton's saying, there is an idea/feature request to have Flow Outcomes added to transfer tasks that will allow you to set this directly in that function block rather than having to create a separate task.

Initialising the flow outcome also allows you to track the time someone spends following a particular path, so for example you could initialise a flow outcome for processing credit card payments or checking account balance then set the success/failure later in that flow to be able to get some timings.

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Vaun Mccarthy
NTT New Zealand Limited
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Original Message:
Sent: 07-19-2021 23:15
From: Anton Vroon
Subject: Configuring Flow Outcomes to get the reports we want

Hi Jeffrey

For something like that you probably don't need to Initalize Flow Outcome, that is useful when you set it at the start of branching path, so it will default to failure, and then you can set it to success where you want. But for this you could just Set Flow Outcome to Success, assuming you have setup a Flow Outcome.

So in your menu, option 2 set it to a Task rather than a transfer to ACD. Then in the task, add the Set Flow Outcome, select the Flow Outcome created, and set to success, then add the transfer to ACD action below that.

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Anton Vroon
KiwiBank
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Thank you Vaun, adding that on the function block would be a good idea rather than creating a separate flow. 

I did actually, remove the "Initialize Flow Outcome" on my flow and it works as what we require as well. We just need to keep tracked of how many calls are going thru certain paths like sales, payment, etc. 

Thanks for your help, I think I managed to get what I want for now. 

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Jeffrey Wee
Agility CIS
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Original Message:
Sent: 07-19-2021 23:30
From: Vaun Mccarthy
Subject: Configuring Flow Outcomes to get the reports we want

Just to add to what Anton's saying, there is an idea/feature request to have Flow Outcomes or Milestones added to transfer tasks that will allow you to set this directly in that function block rather than having to create a separate flow.

Initialising the flow outcome also allows you to track the time someone spends following a particular path, so for example you could initialise a flow outcome for processing credit card payments or checking account balance then set the success/failure later in that flow to be able to get some timings.

------------------------------
Vaun Mccarthy
NTT New Zealand Limited
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Original Message:
Sent: 07-19-2021 23:15
From: Anton Vroon
Subject: Configuring Flow Outcomes to get the reports we want

Hi Jeffrey

For something like that you probably don't need to Initalize Flow Outcome, that is useful when you set it at the start of branching path, so it will default to failure, and then you can set it to success where you want. But for this you could just Set Flow Outcome to Success, assuming you have setup a Flow Outcome.

So in your menu, option 2 set it to a Task rather than a transfer to ACD. Then in the task, add the Set Flow Outcome, select the Flow Outcome created, and set to success, then add the transfer to ACD action below that.

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Anton Vroon
KiwiBank