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  • 1.  Secure Payment Reporting

    Posted 02-12-2025 04:50

    Hi All,

    As part of our push for customers to self serve we are looking at how best to report on vol of payments within secure payment at 2 levels.

    • IVR secure payment
    • Agent secure pause transfer

    We currently have milestones in the flow performance that a high level we can see the total hits, but the numbers are not given us a true picture on what is happening with the customer journey (Screenshot below)

    I am wondering what other organisations that use this feature are currently using to get a more accurate and informative view of volumes and journeys. Also, is there a way to identify which the interactions who have hit this milestone, without the need to go through individual interactions list that have gone to this flow?

    Thanks

    Joanne


    #Reporting/Analytics

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    Joanne Lang
    Self Serve Manager
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  • 2.  RE: Secure Payment Reporting

    Posted 02-12-2025 08:42

    Hi Joanne,

    When you say its not giving you a full picture, what do you think is missing?  Hopefully the community can help you get what you want from the Flow Milestones



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Secure Payment Reporting

    Posted 30 days ago
    Edited by Joanne Lang 30 days ago

    Thanks Samuel for coming back to me.

    The milestones are capturing multiple hits by customers at each point in the secure payment flow, as we allow multiple (max 3) attempts at some of this milestones

    Its difficult to quantify how many customers have ended the journey or been transferred to ACD at a specific milestones due to this.

    I am found more accurate information within the performance flow destination view, however, as this is measuring unique customers from my understanding of it.

    But it still remains that without speaking with customers who have came into a failed payment queue, at what point did the failure happen.

    Hopefully there is an easier way that someone can help me with



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    Joanne Lang
    Self Serve Manager
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    Original Message


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