Genesys Cloud - Main

Hi Community, 

Good day. 

We're planning to implement Milestones in all our flows to track client journeys. We'd like to hear from the community about best practices for naming milestones across multiple flows and multiple business units within an organization.

We'd also appreciate hearing about any lessons learned during Milestone implementation, and what you might have done differently in hindsight.

Thank you for your response.

Hi Community, 

Good day. 

We're planning to implement Milestones in all our flows to track client journeys. We'd like to hear from the community about best practices for naming milestones across multiple flows and multiple business units within an organization.

We'd also appreciate hearing about any lessons learned during Milestone implementation, and what you might have done differently in hindsight.

Thank you for your response.

Not sure about best practice for naming conventions, but for us making them generic enough to use in multiple places was helpful to avoid clutter, and confusion later down the line was a key learning.

One thing we have noticed with milestones, if you are planning on using the flow analyser, is to avoid having 2 milestones being set very close together. It is unable to differentiate down to that level of millisecond difference and so will get them mixed up leading to weird diagrams being generated.

Hi Community, 

Good day. 

We're planning to implement Milestones in all our flows to track client journeys. We'd like to hear from the community about best practices for naming milestones across multiple flows and multiple business units within an organization.

We'd also appreciate hearing about any lessons learned during Milestone implementation, and what you might have done differently in hindsight.

Thank you for your response.

hi @Anton Vroon

Thank you for providing your insights on how to use milestones. Do you need to have unique milestones for each flow or you can reuse milestone without affect stats? 1st time for me to try to include milestone in a flow, I did not know that you also need outcome to setup a milestone. 

Not sure about best practice for naming conventions, but for us making them generic enough to use in multiple places was helpful to avoid clutter, and confusion later down the line was a key learning.

One thing we have noticed with milestones, if you are planning on using the flow analyser, is to avoid having 2 milestones being set very close together. It is unable to differentiate down to that level of millisecond difference and so will get them mixed up leading to weird diagrams being generated.

Hi Community, 

Good day. 

We're planning to implement Milestones in all our flows to track client journeys. We'd like to hear from the community about best practices for naming milestones across multiple flows and multiple business units within an organization.

We'd also appreciate hearing about any lessons learned during Milestone implementation, and what you might have done differently in hindsight.

Thank you for your response.

No problem.

Yes every milestone needs to be associated with an outcome. And then you also have the initialize flow outcome action which helps track the time it takes to complete outcomes.

As for reporting. All the out of the box reporting for milestones and outcomes are grouped by flows. So you select a flow, to see the outcomes and milestones for that flow. So there is no need to have the different milestones and outcomes for the same thing for different flows.

You also just need to remember that total milestones/outcomes will not equal total call volumes, since you can have multiple outcomes and milestones per flow. 

hi @Anton Vroon

Thank you for providing your insights on how to use milestones. Do you need to have unique milestones for each flow or you can reuse milestone without affect stats? 1st time for me to try to include milestone in a flow, I did not know that you also need outcome to setup a milestone. 

Not sure about best practice for naming conventions, but for us making them generic enough to use in multiple places was helpful to avoid clutter, and confusion later down the line was a key learning.

One thing we have noticed with milestones, if you are planning on using the flow analyser, is to avoid having 2 milestones being set very close together. It is unable to differentiate down to that level of millisecond difference and so will get them mixed up leading to weird diagrams being generated.

Hi Community, 

Good day. 

We're planning to implement Milestones in all our flows to track client journeys. We'd like to hear from the community about best practices for naming milestones across multiple flows and multiple business units within an organization.

We'd also appreciate hearing about any lessons learned during Milestone implementation, and what you might have done differently in hindsight.

Thank you for your response.