We currently have a user prompt that contains the current outage information of our organization. The prompt is manually updated every time there is an outage and this recording plays before the caller gets to our main menu. I'm curious if anyone has any ideas as to how we can capture the rate of calls that are disconnected once the caller hears the outage message (deflection). I've considered setting up milestones to monitor how far the caller gets into the menu once they hear the outage message, but ultimately I'd like to prompt the user to see if they are experiencing the outage and whether or not they still want to speak to an agent.

Stephanie, 

Have you looked at Journey Flows (based on Flow Milestone/Flow Outcome) 

We currently have a user prompt that contains the current outage information of our organization. The prompt is manually updated every time there is an outage and this recording plays before the caller gets to our main menu. I'm curious if anyone has any ideas as to how we can capture the rate of calls that are disconnected once the caller hears the outage message (deflection). I've considered setting up milestones to monitor how far the caller gets into the menu once they hear the outage message, but ultimately I'd like to prompt the user to see if they are experiencing the outage and whether or not they still want to speak to an agent.

I have read the documentation on journey flows, but it doesn't seem to be available for our license type (CX1 no add-ons).

Stephanie, 

Have you looked at Journey Flows (based on Flow Milestone/Flow Outcome) 

We currently have a user prompt that contains the current outage information of our organization. The prompt is manually updated every time there is an outage and this recording plays before the caller gets to our main menu. I'm curious if anyone has any ideas as to how we can capture the rate of calls that are disconnected once the caller hears the outage message (deflection). I've considered setting up milestones to monitor how far the caller gets into the menu once they hear the outage message, but ultimately I'd like to prompt the user to see if they are experiencing the outage and whether or not they still want to speak to an agent.

Stephanie, 

Have you looked at Journey Flows (based on Flow Milestone/Flow Outcome) 

We currently have a user prompt that contains the current outage information of our organization. The prompt is manually updated every time there is an outage and this recording plays before the caller gets to our main menu. I'm curious if anyone has any ideas as to how we can capture the rate of calls that are disconnected once the caller hears the outage message (deflection). I've considered setting up milestones to monitor how far the caller gets into the menu once they hear the outage message, but ultimately I'd like to prompt the user to see if they are experiencing the outage and whether or not they still want to speak to an agent.