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  • 1.  ivr flow outcome and milestone instance

    Posted 10-14-2025 05:01
    Edited by Sukhjinder Brar 10-14-2025 05:12

    Which API to use for getting ivr flow outcome and milestone instance details for a single conversation.


    #Architect

    ------------------------------
    Sukhjinder Brar
    Principal Consultant
    ------------------------------



  • 2.  RE: ivr flow outcome and milestone instance

    Posted 10-14-2025 23:00
    Edited by Luiz Rosa 10-14-2025 23:06

    Hi Sukhjinder Brar

    You can use the Analytics Conversations Details Query API and filter by flowOutcomeId. Example:

    

    POST https://<region>/api/v2/analytics/conversations/details/query
    

    

    

    {
  "order": "desc",
  "orderBy": "conversationStart",
  "paging": { "pageSize": 50, "pageNumber": 1 },
  "interval": "2025-10-14T03:00:00.000Z/2025-10-15T03:00:00.000Z",
  "segmentFilters": [
    { "type": "or", "predicates": [
      { "dimension": "direction", "value": "inbound" },
      { "dimension": "direction", "value": "outbound" }
    ]},
    { "type": "or", "predicates": [
      { "dimension": "flowOutcomeId", "value": "<YOUR_FLOW_OUTCOME_ID>" }
    ]}
  ]
}

    In the response, look for the IVR participant/session and inspect flow → outcomes, for example:

    

    "flow": {
  "flowType": "DIGITALBOT",
  "flowId": "<FLOW_ID>",
  "flowName": "<FLOW_NAME>",
  "outcomes": [
    {
      "flowOutcomeId": "<YOUR_FLOW_OUTCOME_ID>",
      "flowOutcomeValue": "SUCCESS",
      "flowOutcomeStartTimestamp": "2025-10-15T02:02:17.363Z",
      "flowOutcomeEndTimestamp": "2025-10-15T02:02:17.363Z"
    }
  ]
}

    Last I checked, milestone details aren't included in conversation details, only metrics.
    You can still see milestone-related events in the metrics array, for example:

    

    "metrics": [
  { "emitDate": "2025-10-14T01:12:15.515Z", "name": "nFlow", "value": 1 },
  { "emitDate": "2025-10-14T01:13:18.383Z", "name": "nFlowMilestone", "value": 1 },
  { "emitDate": "2025-10-14T01:13:18.383Z", "name": "oFlowMilestone", "value": 1 },
  { "emitDate": "2025-10-14T01:13:18.384Z", "name": "nFlowOutcome", "value": 1 },
  { "emitDate": "2025-10-14T01:13:18.384Z", "name": "tFlowOutcome", "value": 62461 }
]

    These metrics indicate when flows, milestones, and outcomes were triggered but do not include milestone names or detailed data.

    Milestones are aggregated at the flow level and can be retrieved through
    /api/v2/flows/aggregates/query for reporting and analytics.

    There is a feature idea about milestones you can check here: https://genesyscloud.ideas.aha.io/ideas/DARAR-I-2092

    I hope this helps.



    ------------------------------
    Luiz Rosa
    Full stack developer
    ------------------------------

    Original Message


  • 3.  RE: ivr flow outcome and milestone instance

    Posted 10-14-2025 23:16

    Hi Luiz Rosa

    Thanks for sharing this. Actually I need detail level info like milestone names for detailed reporting like conversation flow journey. 

    Regards

    Sukhjinder



    ------------------------------
    Sukhjinder Brar
    Principal Consultant
    ------------------------------

    Original Message


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