Genesys Cloud - Main

Hello,

I recently have been experimenting with Flow Outcomes and Milestones.  After going through the Beyond course for the feature, I put together a proof of concept flow which I've been experimenting with, and have begun planning out how to implement it on a larger scale in another design I created previously.

Part of the course recommends using a Set Flow Outcome action to set to a value of Failure for scenarios intended for tracking failures.  This seems to make sense at a surface level, but when I got to experimenting with this, I began experimenting with some designs where I initialized a flow outcome, then set it to failure, then overrode it to success for applicable scenarios.  The thought behind this was to make sure I always got a value.

In further experimentation though, I found that it didn't matter if I set an initial outcome as failure or not.  The reporting captured it as a failure whether I set it or not as long as I did not set it as success.

I am curious if there is an actual utility to setting Flow outcome = failure since it appears to be the default value.  From a design perspective it seems like the actions are meaningless unless I am missing something.

The only utility I've been able to think of for it is if I set a success and then needed to change it back to a failure later on, but in that scenario I'd tend not to set a success until it was final rather than going back and forth, so I could only see it being useful in some edge cases with non-linear designs.

Thanks,

Matt

Hello Matt, 

While I am no architect guru, I believe this was designed to for our customers to be able to track when a self service task in a flow fails. 

Hopefully someone in the community can provide a more indepth answer. As I am interested myself in this question. 

Cheers, 

Hello,

I recently have been experimenting with Flow Outcomes and Milestones.  After going through the Beyond course for the feature, I put together a proof of concept flow which I've been experimenting with, and have begun planning out how to implement it on a larger scale in another design I created previously.

Part of the course recommends using a Set Flow Outcome action to set to a value of Failure for scenarios intended for tracking failures.  This seems to make sense at a surface level, but when I got to experimenting with this, I began experimenting with some designs where I initialized a flow outcome, then set it to failure, then overrode it to success for applicable scenarios.  The thought behind this was to make sure I always got a value.

In further experimentation though, I found that it didn't matter if I set an initial outcome as failure or not.  The reporting captured it as a failure whether I set it or not as long as I did not set it as success.

I am curious if there is an actual utility to setting Flow outcome = failure since it appears to be the default value.  From a design perspective it seems like the actions are meaningless unless I am missing something.

The only utility I've been able to think of for it is if I set a success and then needed to change it back to a failure later on, but in that scenario I'd tend not to set a success until it was final rather than going back and forth, so I could only see it being useful in some edge cases with non-linear designs.

Thanks,

Matt

Look at the end timestamp for the outcome.  If it has a value, that means the flow reached a set flow outcome.  If it doesn't, then that means the flow reached an initialize outcome action but did not a set flow outcome for that outcome.

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Melissa Bailey
Software Engineer

Original Message:
Sent: 01-15-2025 08:21
From: Cameron Tomlin
Subject: Flow Outcomes - Purpose of adding Actions to set flow outcome to failure?

Hello Matt, 

While I am no architect guru, I believe this was designed to for our customers to be able to track when a self service task in a flow fails. 

Hopefully someone in the community can provide a more indepth answer. As I am interested myself in this question. 

Cheers, 

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Cameron
Online Community Manager/Moderator

Original Message:
Sent: 01-14-2025 18:22
From: Matt Riedl
Subject: Flow Outcomes - Purpose of adding Actions to set flow outcome to failure?

Hello,

I recently have been experimenting with Flow Outcomes and Milestones.  After going through the Beyond course for the feature, I put together a proof of concept flow which I've been experimenting with, and have begun planning out how to implement it on a larger scale in another design I created previously.

Part of the course recommends using a Set Flow Outcome action to set to a value of Failure for scenarios intended for tracking failures.  This seems to make sense at a surface level, but when I got to experimenting with this, I began experimenting with some designs where I initialized a flow outcome, then set it to failure, then overrode it to success for applicable scenarios.  The thought behind this was to make sure I always got a value.

In further experimentation though, I found that it didn't matter if I set an initial outcome as failure or not.  The reporting captured it as a failure whether I set it or not as long as I did not set it as success.

I am curious if there is an actual utility to setting Flow outcome = failure since it appears to be the default value.  From a design perspective it seems like the actions are meaningless unless I am missing something.

The only utility I've been able to think of for it is if I set a success and then needed to change it back to a failure later on, but in that scenario I'd tend not to set a success until it was final rather than going back and forth, so I could only see it being useful in some edge cases with non-linear designs.

Thanks,

Matt

#ArchitectureandDesign
#Reporting/Analytics

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Matt Riedl
Senior Consultant, Deployment
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