Genesys Cloud Weekly Release Notes - 5/26/2021

5. RE: Genesys Cloud Weekly Release Notes - 5/26/2021

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Reginald Sheraton

Partner

Posted 05-26-2021 14:27

No replies, thread closed.

Hi Laurie,
As indicated, this is a great feature as it will assist with the current limitation of 100 Flow Outcomes per Org.
We currently have a customer with 14 Divisions and a Inbound Voice Call Flow per Division (14), 1 x Email, 1 x Chat and 1 x Social Call Flow for all Divisions. We have reached the limit of 100 Flow Outcomes and cannot add any additional so this will assist to reduce Flow Outcomes.

As an example what we currently have:
4 x Flow Outcomes to count interactions on Schedule times. (HoursOpen, HoursClosed, HoursHoliday, HourEmergency)
This is configured in all Call Flows as Flow Outcomes reports on Call Flows which provides Total entries for all Divisions and Total per Call Flows (Total Per Division)

What i foresee with Flow Outcome Milestones to reduce and free up Flow Outcomes is:
Create 1 x Flow Outcome (Hours), create 4 x Flow Outcome Milestones (Open, Close, Holiday, Emergency) and associate with Flow Outcome (Hours) within Call Flows.

My concern with the Flow Outcome Milestones is, as Flow Outcome Milestones are configured at Division level:
Will Flow Outcome Milestones reports provide Total entries for all Divisions (Total)?
Will Flow Outcome Milestones reports provide Total per Call Flows (Total Per Division)?

------------------------------
Reginald Sheraton
------------------------------

Original Message

6. RE: Genesys Cloud Weekly Release Notes - 5/26/2021

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Laurie Nelson

Genesys

Posted 05-26-2021 21:26

No replies, thread closed.

This is helpful, thanks Reginald! I will take this into discussions with the team and come back to you for questions or additional input.

Thanks!

------------------------------
Laurie Nelson
Genesys - Employees
Sr. Director Product Management ? Data and Analytics Platform
------------------------------

Original Message

9. RE: Genesys Cloud Weekly Release Notes - 5/26/2021

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Matt Lawson

Posted 05-26-2021 11:38

No replies, thread closed.

They are! The milestone data is only available via the API right now under architect:

------------------------------
Matt Lawson
Genesys - Employees
Genesys Community Manager
------------------------------

Original Message

10. RE: Genesys Cloud Weekly Release Notes - 5/26/2021

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Armands Bunkovskis

Partner

Posted 05-26-2021 11:53

No replies, thread closed.

I would say that here you can do via API the same things as available via interface - like create, update or delete milestone. But here we can not get usage reporting data

------------------------------
Armands Bunkovskis
Adventus Solutions Sia
------------------------------

Original Message

11. RE: Genesys Cloud Weekly Release Notes - 5/26/2021

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Melissa Bailey

Genesys

Posted 05-26-2021 11:55

No replies, thread closed.

Those apis are for creating, editing, & deleting milestones. They do not show you how they are used in interactions. You can use analytics queries to see that. For example use the Flow Aggregate and group by flowMilestoneId.
Query:

{
	"interval": "2021-05-26T15:49:33.819523100Z/2021-05-26T15:50:03.077368900Z",
	"groupBy": [
		"flowMilestoneId"
	],
	"metrics": [
		"nFlowMilestone",
		"oFlowMilestone"
	],
	"views": [],
	"divisionIds": []
}

Response:

{
    "results": [
        {
            "group": {
                "flowMilestoneId": "myFlowMilestoneIdHere",
                "mediaType": "voice"
            },
            "data": [
                {
                    "interval": "2021-05-26T15:49:33.819Z/2021-05-26T15:50:03.077Z",
                    "metrics": [
                        {
                            "metric": "nFlowMilestone",
                            "stats": {
                                "count": 1
                            }
                        },
                        {
                            "metric": "oFlowMilestone",
                            "stats": {
                                "max": 1,
                                "min": 1,
                                "count": 1,
                                "sum": 1
                            }
                        }
                    ]
                }
            ]
        }
    ]
}

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message

12. RE: Genesys Cloud Weekly Release Notes - 5/26/2021

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Paul Dittrich

Partner

Posted 06-02-2021 12:46

No replies, thread closed.

Thanks for the reply this is very helpful.

When I try to run a Flow Aggregate Query in my environment I'm not seeing the flowMilestoneId in my list of Group By's. I've tried logging out and back in but still don't see it. Am I missing something?

I just added my first Milestone's to my call flow and did a few test calls. Does it take awhile after the first calls using milestones to show up in teh Flow Aggregate query?

Original Message

Original Message:
Sent: 05-26-2021 11:55
From: Melissa Bailey
Subject: Genesys Cloud Weekly Release Notes - 5/26/2021

Those apis are for creating, editing, & deleting milestones. They do not show you how they are used in interactions. You can use analytics queries to see that. For example use the Flow Aggregate and group by flowMilestoneId.
Query:

{	"interval": "2021-05-26T15:49:33.819523100Z/2021-05-26T15:50:03.077368900Z",	"groupBy": [		"flowMilestoneId"	],	"metrics": [		"nFlowMilestone",		"oFlowMilestone"	],	"views": [],	"divisionIds": []}

Response:

{    "results": [        {            "group": {                "flowMilestoneId": "myFlowMilestoneIdHere",                "mediaType": "voice"            },            "data": [                {                    "interval": "2021-05-26T15:49:33.819Z/2021-05-26T15:50:03.077Z",                    "metrics": [                        {                            "metric": "nFlowMilestone",                            "stats": {                                "count": 1                            }                        },                        {                            "metric": "oFlowMilestone",                            "stats": {                                "max": 1,                                "min": 1,                                "count": 1,                                "sum": 1                            }                        }                    ]                }            ]        }    ]}

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 05-26-2021 11:37
From: Matt Lawson
Subject: Genesys Cloud Weekly Release Notes - 5/26/2021

They are! The milestone data is only available via the API right now under architect:

------------------------------
Matt Lawson
Genesys - Employees
Genesys Community Manager

Original Message:
Sent: 05-26-2021 10:57
From: Armands Bunkovskis
Subject: Genesys Cloud Weekly Release Notes - 5/26/2021

Thanks. But are those results available via API at least?

------------------------------
Armands Bunkovskis
Adventus Solutions Sia

Original Message:
Sent: 05-26-2021 10:48
From: Matt Lawson
Subject: Genesys Cloud Weekly Release Notes - 5/26/2021

I asked our PM team and reporting is not available yet. Per them, this will be part of the next release. I don't have a date for that, but we'll let you know when it becomes available. Cheers!

------------------------------
Matt Lawson
Genesys - Employees
Genesys Community Manager

Original Message:
Sent: 05-26-2021 10:00
From: Armands Bunkovskis
Subject: Genesys Cloud Weekly Release Notes - 5/26/2021

I was able to configure new flow milestone functionality and attach it to some point in routing strategy. But where I can get some reporting data - which milestones have been reached by interactions?

------------------------------
Armands Bunkovskis
Adventus Solutions Sia

13. RE: Genesys Cloud Weekly Release Notes - 5/26/2021

Like

Melissa Bailey

Genesys

Posted 06-02-2021 13:27

No replies, thread closed.

I'm filing a bug for the dev center, it should show up in that list. It does appear in the api explorer view though. Here's a workaround:
1) Use the analytics query builder to build your query (I'd substitute some other group by value like flowVersion just so you know what to replace later)
2) Run it.
3) Ignore the response as long as it got a 200 ok and copy the request body.
4) Go to the api explorer tab. It's the lightening bolt.
5) Under Analytics click the POST Query for flow aggregates.
6) Paste the request body from above. Replace your dummy group by value with flowMilestoneId.
7) Run it.

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message

Original Message:
Sent: 06-02-2021 12:46
From: Paul Dittrich
Subject: Genesys Cloud Weekly Release Notes - 5/26/2021

Thanks for the reply this is very helpful.

When I try to run a Flow Aggregate Query in my environment I'm not seeing the flowMilestoneId in my list of Group By's. I've tried logging out and back in but still don't see it. Am I missing something?

I just added my first Milestone's to my call flow and did a few test calls. Does it take awhile after the first calls using milestones to show up in teh Flow Aggregate query?

Original Message:
Sent: 05-26-2021 11:55
From: Melissa Bailey
Subject: Genesys Cloud Weekly Release Notes - 5/26/2021

Those apis are for creating, editing, & deleting milestones. They do not show you how they are used in interactions. You can use analytics queries to see that. For example use the Flow Aggregate and group by flowMilestoneId.
Query:

{	"interval": "2021-05-26T15:49:33.819523100Z/2021-05-26T15:50:03.077368900Z",	"groupBy": [		"flowMilestoneId"	],	"metrics": [		"nFlowMilestone",		"oFlowMilestone"	],	"views": [],	"divisionIds": []}

Response:

{    "results": [        {            "group": {                "flowMilestoneId": "myFlowMilestoneIdHere",                "mediaType": "voice"            },            "data": [                {                    "interval": "2021-05-26T15:49:33.819Z/2021-05-26T15:50:03.077Z",                    "metrics": [                        {                            "metric": "nFlowMilestone",                            "stats": {                                "count": 1                            }                        },                        {                            "metric": "oFlowMilestone",                            "stats": {                                "max": 1,                                "min": 1,                                "count": 1,                                "sum": 1                            }                        }                    ]                }            ]        }    ]}

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 05-26-2021 11:37
From: Matt Lawson
Subject: Genesys Cloud Weekly Release Notes - 5/26/2021

They are! The milestone data is only available via the API right now under architect:

------------------------------
Matt Lawson
Genesys - Employees
Genesys Community Manager

Original Message:
Sent: 05-26-2021 10:57
From: Armands Bunkovskis
Subject: Genesys Cloud Weekly Release Notes - 5/26/2021

Thanks. But are those results available via API at least?

------------------------------
Armands Bunkovskis
Adventus Solutions Sia

Original Message:
Sent: 05-26-2021 10:48
From: Matt Lawson
Subject: Genesys Cloud Weekly Release Notes - 5/26/2021

I asked our PM team and reporting is not available yet. Per them, this will be part of the next release. I don't have a date for that, but we'll let you know when it becomes available. Cheers!

------------------------------
Matt Lawson
Genesys - Employees
Genesys Community Manager

Original Message:
Sent: 05-26-2021 10:00
From: Armands Bunkovskis
Subject: Genesys Cloud Weekly Release Notes - 5/26/2021

I was able to configure new flow milestone functionality and attach it to some point in routing strategy. But where I can get some reporting data - which milestones have been reached by interactions?

------------------------------
Armands Bunkovskis
Adventus Solutions Sia

14. RE: Genesys Cloud Weekly Release Notes - 5/26/2021

Like

Paul Dittrich

Partner

Posted 06-02-2021 13:50

No replies, thread closed.

Thanks! That worked perfectly.

Original Message

Original Message:
Sent: 06-02-2021 13:26
From: Melissa Bailey
Subject: Genesys Cloud Weekly Release Notes - 5/26/2021

I'm filing a bug for the dev center, it should show up in that list. It does appear in the api explorer view though. Here's a workaround:
1) Use the analytics query builder to build your query (I'd substitute some other group by value like flowVersion just so you know what to replace later)
2) Run it.
3) Ignore the response as long as it got a 200 ok and copy the request body.
4) Go to the api explorer tab. It's the lightening bolt.
5) Under Analytics click the POST Query for flow aggregates.
6) Paste the request body from above. Replace your dummy group by value with flowMilestoneId.
7) Run it.

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 06-02-2021 12:46
From: Paul Dittrich
Subject: Genesys Cloud Weekly Release Notes - 5/26/2021

Thanks for the reply this is very helpful.

When I try to run a Flow Aggregate Query in my environment I'm not seeing the flowMilestoneId in my list of Group By's. I've tried logging out and back in but still don't see it. Am I missing something?

I just added my first Milestone's to my call flow and did a few test calls. Does it take awhile after the first calls using milestones to show up in teh Flow Aggregate query?

Original Message:
Sent: 05-26-2021 11:55
From: Melissa Bailey
Subject: Genesys Cloud Weekly Release Notes - 5/26/2021

Those apis are for creating, editing, & deleting milestones. They do not show you how they are used in interactions. You can use analytics queries to see that. For example use the Flow Aggregate and group by flowMilestoneId.
Query:

{	"interval": "2021-05-26T15:49:33.819523100Z/2021-05-26T15:50:03.077368900Z",	"groupBy": [		"flowMilestoneId"	],	"metrics": [		"nFlowMilestone",		"oFlowMilestone"	],	"views": [],	"divisionIds": []}

Response:

{    "results": [        {            "group": {                "flowMilestoneId": "myFlowMilestoneIdHere",                "mediaType": "voice"            },            "data": [                {                    "interval": "2021-05-26T15:49:33.819Z/2021-05-26T15:50:03.077Z",                    "metrics": [                        {                            "metric": "nFlowMilestone",                            "stats": {                                "count": 1                            }                        },                        {                            "metric": "oFlowMilestone",                            "stats": {                                "max": 1,                                "min": 1,                                "count": 1,                                "sum": 1                            }                        }                    ]                }            ]        }    ]}

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 05-26-2021 11:37
From: Matt Lawson
Subject: Genesys Cloud Weekly Release Notes - 5/26/2021

They are! The milestone data is only available via the API right now under architect:

------------------------------
Matt Lawson
Genesys - Employees
Genesys Community Manager

Original Message:
Sent: 05-26-2021 10:57
From: Armands Bunkovskis
Subject: Genesys Cloud Weekly Release Notes - 5/26/2021

Thanks. But are those results available via API at least?

------------------------------
Armands Bunkovskis
Adventus Solutions Sia

Original Message:
Sent: 05-26-2021 10:48
From: Matt Lawson
Subject: Genesys Cloud Weekly Release Notes - 5/26/2021

I asked our PM team and reporting is not available yet. Per them, this will be part of the next release. I don't have a date for that, but we'll let you know when it becomes available. Cheers!

------------------------------
Matt Lawson
Genesys - Employees
Genesys Community Manager

Original Message:
Sent: 05-26-2021 10:00
From: Armands Bunkovskis
Subject: Genesys Cloud Weekly Release Notes - 5/26/2021

I was able to configure new flow milestone functionality and attach it to some point in routing strategy. But where I can get some reporting data - which milestones have been reached by interactions?

------------------------------
Armands Bunkovskis
Adventus Solutions Sia

Genesys Cloud - Main