Genesys Cloud - Main

Hi,

We are currently setting up Flow Outcomes and Flow Milestones to use via insights. One place we need to track is in an In-Queue Flow. The options are not there to choose when in the In-Queue Flow. Is not this a flow we can track?  In not, what have others done to track in the In-Queue Flow? Thanks!

Hey Kara, 

Currently, there doesn't seem to be a way to use milestones and outcomes for an in-queue flow. Though, a workaround that we have used is to set participant data at points and use an external BI tool for the insights. It's a huge pain to do but gets us the data we need. We use triggers at the end of the call to push the data to a table and then BI tool to report.