Initialize Flow Outcome action

Use this action to choose a flow outcome that Architect begins to track in the flow. This action is available in the Flow category of the task editor’s Toolbox for call, chat, email, and messaging flows, excluding in-queue call flows. When an interaction encounters this action, Architect creates a date and time starting point for the outcome. 

Administrators and contact center managers use flow outcomes to gather data about self-service success. This information helps determine how well Architect flows service the customer interaction and includes:

• The total number of interactions that start a self-service operation.
• The number and percentage of interactions that fail the self-service operation.
• The number and percentage of interactions that successfully complete the self-service operation.
• The length of time successful interactions spend in the self-service operation.

Architect allows you to create multiple instances of this action in a flow. For example, a user navigates through the flow to check the status of an outstanding bill and encounters a Check Balance outcome. Then, the user navigates through the flow to make a payment and encounter a Pay Bill outcome. Therefore, it is possible for the total number of outcomes to exceed the number of conversations handled in one interaction.

Flow outcome and flow milestone limits

An organization can include up to 1,000 flow milestones. You can edit the name and description, and you can delete a flow milestone. An organization can include up to 100 flow outcomes. You can edit the name and description of a flow outcome, but you cannot delete it. Because of these limitations, best practice recommends that you carefully consider flow outcome use before you create them.

In Architect flows, only the last 20 milestones per outcome and the last 100 milestones per flow is reported in analytics.

The result of an outcome resets anytime an interaction encounters the same outcome again, even if the outcome was originally successful. The system only tracks and displays the last result of an outcome.

If the interaction ends without encountering a successful result, then the system considers the outcome started but incomplete. Outcomes that are incomplete automatically have a failure result.