Genesys Cloud - Main

First time using Flow outcomes.

1. I need to report on how many customers pressed Option 2.

Option 2 plays a message asking customer to go to a website; therefore, I am expecting customers will hangup after listening to this message. But if customers don't hang up, we want to send them to a queue. So, I play 10 seconds silence audio, then call is transferred to a queue.

2. I need a report on how many customers went to queue.

I thought of setting this up with 2 FlowOutcomes. Is this the best way.

The issue I am having, even went customers hang up during the first message being played to go to a website, FlowOutcomeTest2 is also triggered. Why does this happen?

Because in call flows the play audio doesn't immediately play, the audio is queued up and played at certain intervals.  In your screenshot, the only action that triggers the queued audio to play is the transfer, so both set flow outcomes have already been executed.  Put a flush audio action before your 2nd set flow outcome.

https://help.mypurecloud.com/articles/audio-buffer-and-flush-in-architect-flows/
https://help.mypurecloud.com/faqs/can-i-flush-queued-audio-sooner-than-flow-termination-or-the-next-request-for-user-input/
https://help.mypurecloud.com/articles/flush-audio-action/
https://help.mypurecloud.com/faqs/when-does-architect-force-audio-to-flush/

First time using Flow outcomes.

1. I need to report on how many customers pressed Option 2.

Option 2 plays a message asking customer to go to a website; therefore, I am expecting customers will hangup after listening to this message. But if customers don't hang up, we want to send them to a queue. So, I play 10 seconds silence audio, then call is transferred to a queue.

2. I need a report on how many customers went to queue.

I thought of setting this up with 2 FlowOutcomes. Is this the best way.

The issue I am having, even went customers hang up during the first message being played to go to a website, FlowOutcomeTest2 is also triggered. Why does this happen?