Genesys Cloud - Main

In this video @Rebecca Harper talks about how flow authors can now access the Journey Flows tab in Architect to better understand the customer journey within inbound email, message flows, and outbound call flows. Journey flows help to visualize interaction paths and provide a clear view of flow milestones and outcomes.

This feature enables flow authors, administrators, and contact center managers gain deeper insights into how customers move through different interactions, identify key moments that impact the flow’s effectiveness, and improve containment rates in digital and outbound voice interactions.

This addition makes it easier to optimize flows.

Release Notes:

https://help.mypurecloud.com/releasenote/october-21-2024

#TAMStudios #ArchitectFlow #FeatureReview

 Please post any questions, or comments, below or email us at TAMStudios@Genesys.com