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In this video, Brian discusses a new feature "Introducing Architect Journey Flows for bot and digital bot flows"
Flow authors can now use the new Journey Flows tab in Architect to visualize the customer journey within a flow and enhance their understanding of flow milestones and outcomes so that they can improve bot containment rates. This feature enables flow authors, administrators, and contact center managers to gain insights into customer interaction paths and identify crucial moments in the customer journey that require attention.
Release notes: https://help.mypurecloud.com/releasenote/may-6-2024/
Presenter: @Brian Feeney
#TAMStudios #FeatureReviews #AI
00:06:35
Hi Rolph
Thank you for your question.
Journey flows calculate and update the journey paths overnight, based on your organization’s region and only show the journey paths that customers complete in the past seven days. So if you created a flow or added new flow outcomes and milestones, you can expect an update by the next day. For example, in my region apne1,updates only appear in the "Journey Flows" late afternoon/evening of the following day.
However, as you pointed out, the milestone and outcome stats appear in the Performance view immediately.
I hope that answers your question.
Is it necessary to add in the flow the 'Initialize' and 'set flow' outcomes? Yesterday I have added in an existing digital bot flow for now only 'milestones' to see what and how many choices are made in a main menu.
Unfortunately, those milestones are not shown in the journey flow today. They do appear in the performance flow milestones. So data is there.
Is there a period of time required when those added 'milestones' will show in the journey flow of the digital bot?
In an inbound call flow I already had only milestones added for a longer time, and there they are shown in the journey flow.
Thxs.