Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  IVR flow count using sandkey path data - How can I view this?

    Posted 09-26-2025 03:27
    No replies, thread closed.

    Hi Everyone,

    We are reviewing our IVR flows and due to the way the IVR flows have been set up we are missing some information for IVR selection using the standard flow outcome and flow milestone data reporting.

    Is there a way to view the sandkey path to access the count of IVR selections all the way down to the final queue?

    If so, how can I navigate to this from the admin page in Genesys?

    Cheers


    #Reporting/Analytics

    ------------------------------
    Deepa Galaiya
    Product Owner, Customer Interactions
    ------------------------------


  • 2.  RE: IVR flow count using sandkey path data - How can I view this?

    Posted 09-26-2025 10:47
    No replies, thread closed.

    Hello Deepa,

    I'm not aware of a way to do that. I searched the Resource Center for anything related to "sankey" but I was unable to find any articles related to that. The best that I was able to find was this documentation for Multicloud CX. Maybe someone else in the Community can help shed some insight for you.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: IVR flow count using sandkey path data - How can I view this?
    Best Answer

    Posted 10-01-2025 03:38
    No replies, thread closed.

    I found what I was looking for! I thought I'd post it here in case anyone else has a similar question. Only limitation is that I can't extract the data and I can only get a weeks worth.

    architect > [queue name]> Journeys Flows under Insights Optimizations



    ------------------------------
    Deepa Galaiya
    Product Owner, Customer Interactions
    ------------------------------

    Original Message


Related Content