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  • 1.  IVR Flow Outcomes

    Posted 4 hours ago

    Hi - I'm relatively new at developing. How can I obtain data on IVR Flow Outcomes? I've found it in the Analytics UI for the main flows but I'm looking for submenu options. Thanks!


    #Architect

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    Dave Lottman
    Workforce Manager
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  • 2.  RE: IVR Flow Outcomes

    Posted an hour ago
    Edited by Phaneendra Avatapalli an hour ago

    Hi Dave,

    To view Flow Outcomes, you can navigate to:
    Performance → Workspace → Flows

    Flow Outcomes show the final result of the IVR flow, but they won’t capture submenu-level selections by default.

    Think of it this way:

    • Flow Outcomes = the goal
    • Flow Milestones = the steps to reach that goal

    If you need to track menu or submenu options, you can add Flow Milestones at those points in your IVR.

    For reporting:

    • Flow Outcomes → Performance → Workspace → Flows
    • Flow Milestones →
      • Performance → Workspace → Flow Milestones, or
      • Drill into a flow and view the Milestones tab

    More details:
    https://help.genesys.cloud/articles/add-a-flow-milestone/



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