Genesys Cloud - Main

Hello,

I have a reusable task that handles looking up a customer's account by their account number. At the top of the task I am initializing a Flow Outcome of "Account Lookup". Throughout the task I have Flow Milestones such as "Account Found", "Account Not Found", or "Input Failure". At the ends of the tasks I am setting the Flow Outcome to "Success" or "Failure" depending on what happened. If the account is not failed or if there is an input failure, the customer is offered the chance to try again which is done by routing them back to this task. This works great for a single use of the task, but if they try multiple times then only the last attempt is captured for both the Flow Outcome and Flow Milestones. 

Do my Flow Outcome(s) need to be very generic or just have a single Flow Outcome for my entire IVR? I will lose the ability to see where the customer disconnected but at least I would capture the milestones accurately. Or is there a better way to handle this?

Thank you for any help.

Hi Jeremy,

I think you need to be very conscious about what your outcomes, pun intended, are for using them. 

Flow outcomes will only show the 1 successful Outcome. Your milestones will show the number of attempts, and the paths the customer took.

The question comes down to, what you need to report on quickly, vs what can be a milestone, vs what could actually just be participant data

So in your example you could have a milestone like "Account Lookup Attempts", and use that to track the number of unique attempts.

From: https://help.mypurecloud.com/articles/add-a-flow-outcome/

Hello,

I have a reusable task that handles looking up a customer's account by their account number. At the top of the task I am initializing a Flow Outcome of "Account Lookup". Throughout the task I have Flow Milestones such as "Account Found", "Account Not Found", or "Input Failure". At the ends of the tasks I am setting the Flow Outcome to "Success" or "Failure" depending on what happened. If the account is not failed or if there is an input failure, the customer is offered the chance to try again which is done by routing them back to this task. This works great for a single use of the task, but if they try multiple times then only the last attempt is captured for both the Flow Outcome and Flow Milestones. 

Do my Flow Outcome(s) need to be very generic or just have a single Flow Outcome for my entire IVR? I will lose the ability to see where the customer disconnected but at least I would capture the milestones accurately. Or is there a better way to handle this?

Thank you for any help.

Anton,

I think the simplest question is "should a flow ever have more than one Flow Outcome associated with it"? I'm using it as more of a "Task Outcome" which is probably not how it's intended to be used, so I think the answer may be no and I need to just use more Flow Milestones. 

Now that means since I'm using one flow if a customer calls in and uses the self service options, is satisfied with the information they receive (lets say to get their due date), then hang up it will show in the Flow Outcome as a "Failure" since I can only set the Flow Outcome as a "Success" if I know it's leaving the flow. I just need to be comfortable with that or use multiple flows. 

Let me know if I'm incorrect here. 

Hi Jeremy,

I think you need to be very conscious about what your outcomes, pun intended, are for using them. 

Flow outcomes will only show the 1 successful Outcome. Your milestones will show the number of attempts, and the paths the customer took.

The question comes down to, what you need to report on quickly, vs what can be a milestone, vs what could actually just be participant data

So in your example you could have a milestone like "Account Lookup Attempts", and use that to track the number of unique attempts.

From: https://help.mypurecloud.com/articles/add-a-flow-outcome/

Hello,

I have a reusable task that handles looking up a customer's account by their account number. At the top of the task I am initializing a Flow Outcome of "Account Lookup". Throughout the task I have Flow Milestones such as "Account Found", "Account Not Found", or "Input Failure". At the ends of the tasks I am setting the Flow Outcome to "Success" or "Failure" depending on what happened. If the account is not failed or if there is an input failure, the customer is offered the chance to try again which is done by routing them back to this task. This works great for a single use of the task, but if they try multiple times then only the last attempt is captured for both the Flow Outcome and Flow Milestones. 

Do my Flow Outcome(s) need to be very generic or just have a single Flow Outcome for my entire IVR? I will lose the ability to see where the customer disconnected but at least I would capture the milestones accurately. Or is there a better way to handle this?

Thank you for any help.

I don't think there is a right and wrong way to use flow outcomes. I really think it is about what you are trying to get out of them, and being consistent with that approach.

We certainly use more than 1 flow outcomes in some places, flow outcomes have better reporting capability, eg you can add outcomes as a column in interaction search but not milestones. So for us where we need that greater visibility we use flow outcome instead of a milestone.

Anton,

I think the simplest question is "should a flow ever have more than one Flow Outcome associated with it"? I'm using it as more of a "Task Outcome" which is probably not how it's intended to be used, so I think the answer may be no and I need to just use more Flow Milestones. 

Now that means since I'm using one flow if a customer calls in and uses the self service options, is satisfied with the information they receive (lets say to get their due date), then hang up it will show in the Flow Outcome as a "Failure" since I can only set the Flow Outcome as a "Success" if I know it's leaving the flow. I just need to be comfortable with that or use multiple flows. 

Let me know if I'm incorrect here. 

Hi Jeremy,

I think you need to be very conscious about what your outcomes, pun intended, are for using them. 

Flow outcomes will only show the 1 successful Outcome. Your milestones will show the number of attempts, and the paths the customer took.

The question comes down to, what you need to report on quickly, vs what can be a milestone, vs what could actually just be participant data

So in your example you could have a milestone like "Account Lookup Attempts", and use that to track the number of unique attempts.

From: https://help.mypurecloud.com/articles/add-a-flow-outcome/

Hello,

I have a reusable task that handles looking up a customer's account by their account number. At the top of the task I am initializing a Flow Outcome of "Account Lookup". Throughout the task I have Flow Milestones such as "Account Found", "Account Not Found", or "Input Failure". At the ends of the tasks I am setting the Flow Outcome to "Success" or "Failure" depending on what happened. If the account is not failed or if there is an input failure, the customer is offered the chance to try again which is done by routing them back to this task. This works great for a single use of the task, but if they try multiple times then only the last attempt is captured for both the Flow Outcome and Flow Milestones. 

Do my Flow Outcome(s) need to be very generic or just have a single Flow Outcome for my entire IVR? I will lose the ability to see where the customer disconnected but at least I would capture the milestones accurately. Or is there a better way to handle this?

Thank you for any help.

Anton,

Understood. Just to confirm as I don't see a way to do it, is there no way to set a Flow Milestone or Participant Data (or some other way of tracking the option selection) with Reusable Menus? I assume I'll need to make them into tasks just to add logging capability but wanted to confirm before I do.

Thank you,

Jeremy

I don't think there is a right and wrong way to use flow outcomes. I really think it is about what you are trying to get out of them, and being consistent with that approach.

We certainly use more than 1 flow outcomes in some places, flow outcomes have better reporting capability, eg you can add outcomes as a column in interaction search but not milestones. So for us where we need that greater visibility we use flow outcome instead of a milestone.

Anton,

I think the simplest question is "should a flow ever have more than one Flow Outcome associated with it"? I'm using it as more of a "Task Outcome" which is probably not how it's intended to be used, so I think the answer may be no and I need to just use more Flow Milestones. 

Now that means since I'm using one flow if a customer calls in and uses the self service options, is satisfied with the information they receive (lets say to get their due date), then hang up it will show in the Flow Outcome as a "Failure" since I can only set the Flow Outcome as a "Success" if I know it's leaving the flow. I just need to be comfortable with that or use multiple flows. 

Let me know if I'm incorrect here. 

Hi Jeremy,

I think you need to be very conscious about what your outcomes, pun intended, are for using them. 

Flow outcomes will only show the 1 successful Outcome. Your milestones will show the number of attempts, and the paths the customer took.

The question comes down to, what you need to report on quickly, vs what can be a milestone, vs what could actually just be participant data

So in your example you could have a milestone like "Account Lookup Attempts", and use that to track the number of unique attempts.

From: https://help.mypurecloud.com/articles/add-a-flow-outcome/

Hello,

I have a reusable task that handles looking up a customer's account by their account number. At the top of the task I am initializing a Flow Outcome of "Account Lookup". Throughout the task I have Flow Milestones such as "Account Found", "Account Not Found", or "Input Failure". At the ends of the tasks I am setting the Flow Outcome to "Success" or "Failure" depending on what happened. If the account is not failed or if there is an input failure, the customer is offered the chance to try again which is done by routing them back to this task. This works great for a single use of the task, but if they try multiple times then only the last attempt is captured for both the Flow Outcome and Flow Milestones. 

Do my Flow Outcome(s) need to be very generic or just have a single Flow Outcome for my entire IVR? I will lose the ability to see where the customer disconnected but at least I would capture the milestones accurately. Or is there a better way to handle this?

Thank you for any help.

Hello,

I have a reusable task that handles looking up a customer's account by their account number. At the top of the task I am initializing a Flow Outcome of "Account Lookup". Throughout the task I have Flow Milestones such as "Account Found", "Account Not Found", or "Input Failure". At the ends of the tasks I am setting the Flow Outcome to "Success" or "Failure" depending on what happened. If the account is not failed or if there is an input failure, the customer is offered the chance to try again which is done by routing them back to this task. This works great for a single use of the task, but if they try multiple times then only the last attempt is captured for both the Flow Outcome and Flow Milestones. 

Do my Flow Outcome(s) need to be very generic or just have a single Flow Outcome for my entire IVR? I will lose the ability to see where the customer disconnected but at least I would capture the milestones accurately. Or is there a better way to handle this?

Thank you for any help.

------------------------------
Jeremy Prevost
Lentegrity LLC
------------------------------

Hi @Jeremy Prevost,
just a question on your statement "I will lose the ability to see where the customer disconnected" can you do this in Flow performance report > outcomes tab report?
cause I'm not seeing a column on outcome report for Disconnect/Customer disconnect/Flow disconnect these columns are only available in flow summary level reports? how would you know if customers disconnect at certain flow outcome/flow milestone? can you clarify because I also want to see this in the outcome/milestone reports.

Outcomes tab
Flow Performance Report


------------------------------
Ernest John Nuque

Original Message:
Sent: 03-18-2024 11:29
From: Jeremy Prevost
Subject: How should I be using Flow Outcomes/Flow Milestones with a reused task?

Hello,

I have a reusable task that handles looking up a customer's account by their account number. At the top of the task I am initializing a Flow Outcome of "Account Lookup". Throughout the task I have Flow Milestones such as "Account Found", "Account Not Found", or "Input Failure". At the ends of the tasks I am setting the Flow Outcome to "Success" or "Failure" depending on what happened. If the account is not failed or if there is an input failure, the customer is offered the chance to try again which is done by routing them back to this task. This works great for a single use of the task, but if they try multiple times then only the last attempt is captured for both the Flow Outcome and Flow Milestones. 

Do my Flow Outcome(s) need to be very generic or just have a single Flow Outcome for my entire IVR? I will lose the ability to see where the customer disconnected but at least I would capture the milestones accurately. Or is there a better way to handle this?

Thank you for any help.

------------------------------
Jeremy Prevost
Lentegrity LLC
------------------------------

Ernest,

What I was thinking was if I had a Flow Outcome for each task, if the customer disconnected you would see it as failure in that task and know where they disconnected. As said above I think I am using Flow Outcomes incorrectly so you probably won't be able to get that based on them alone, you'd need to use Milestones and deduce it with those.

Hi @Jeremy Prevost,
just a question on your statement "I will lose the ability to see where the customer disconnected" can you do this in Flow performance report > outcomes tab report?
cause I'm not seeing a column on outcome report for Disconnect/Customer disconnect/Flow disconnect these columns are only available in flow summary level reports? how would you know if customers disconnect at certain flow outcome/flow milestone? can you clarify because I also want to see this in the outcome/milestone reports.

Outcomes tab
Flow Performance Report


------------------------------
Ernest John Nuque

Original Message:
Sent: 03-18-2024 11:29
From: Jeremy Prevost
Subject: How should I be using Flow Outcomes/Flow Milestones with a reused task?

Hello,

I have a reusable task that handles looking up a customer's account by their account number. At the top of the task I am initializing a Flow Outcome of "Account Lookup". Throughout the task I have Flow Milestones such as "Account Found", "Account Not Found", or "Input Failure". At the ends of the tasks I am setting the Flow Outcome to "Success" or "Failure" depending on what happened. If the account is not failed or if there is an input failure, the customer is offered the chance to try again which is done by routing them back to this task. This works great for a single use of the task, but if they try multiple times then only the last attempt is captured for both the Flow Outcome and Flow Milestones. 

Do my Flow Outcome(s) need to be very generic or just have a single Flow Outcome for my entire IVR? I will lose the ability to see where the customer disconnected but at least I would capture the milestones accurately. Or is there a better way to handle this?

Thank you for any help.

------------------------------
Jeremy Prevost
Lentegrity LLC
------------------------------