Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Now Live: Flow Outcomes and Milestones Available in Journey Management

    Posted 07-14-2025 15:04
    Edited by Abby Chapin 07-14-2025 19:04
    No replies, thread closed.

    We're thrilled to announce that Flow Outcomes and Milestones from Architect are now live in Journey Management as event cards, bringing Journey Flows and Journey Analyzer closer together, creating a more seamless and connected Journey Management experience. 

    A screenshot of a computer AI-generated content may be incorrect.

     

    What's New 

    You can now add Milestones (e.g., "Verified Account", "Entered Queue") and Outcomes (e.g., "Payment Complete", "Callback Requested") as event cards directly to your journeys, providing deeper visibility into customer behavior, flow performance, and journey success. 

    These events: 

    • Appear alongside existing journey data 

    • Fully support grouping, filtering, segmentation, and charting 

    • Allow seamless correlation with other cross-channel interactions 

     

    Why This Matters 

    Previously, Flow Outcomes and Milestones were only available in Architect, limiting the ability to understand how they influenced customer behavior across journeys. 

    With this release, you can: 

    • Eliminate data silos between Architect and Journey Management 

    • Pinpoint friction points by mapping structured flow events to actual customer actions 

    • Evaluate experience performance with more precision across digital and voice channels 

    • Align flows with business outcomes to improve customer satisfaction, retention, and conversion 

    By integrating Milestones & Outcomes into Journey Management, Experience Managers and Analysts gain a powerful toolset to drive data-driven optimizations and uncover opportunities to enhance engagement strategies. 

     

    How It Works 

    • Flow Outcomes and Milestones are now selectable event cards in Journey Management. 

    • They must be manually added to journeys (no automatic updates). 

    • Once added, they behave like any other journey event, supporting full analytics, filtering, and visualization. 

     

    Have questions or feedback? Drop them in the comments below! 

    Learn more by checking out our Resource Center documentation for full details on how to get started: 


    #Reporting/Analytics

    ------------------------------
    Abby Chapin
    Principal Product Manager
    ------------------------------



  • 2.  RE: Now Live: Flow Outcomes and Milestones Available in Journey Management
    Best Answer

    Posted 07-30-2025 13:32
    No replies, thread closed.

    That should be a big help!



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


Related Content