Genesys Cloud - Developer Community!

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!

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/

@Carolina Anda check what Phaneendra says regarding this: From the design standpoint the outcome is the goal and the milestone the steps to achieve that goal, if we use this approach maybe we can optimize the use of this kind of resources.  

Hope this helps.