Add a flow milestone

Administrators and contact center managers use flow milestones and outcomes to gather data about self-service success. Milestones are points in a flow that track the completion of significant events or tasks in a process, such as first response or case resolution times. This feature enables you to provide your customers with a consistent support experience and helps determine how well Architect flows service the customer interaction.

For example, if a customer tries to make a payment three times and only succeeds on the third attempt, then flow outcomes reporting sees this as an overall successful outcome and reports it as such, whereas milestones reporting tells you that that multiple payment attempts occurred (assuming that you add milestones to the payment process.

With flow milestones, you can obtain valuable information:

• 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.

Use flow milestones with Architect’s Add Flow Milestone action to determine whether customers successfully complete the self-service operation.

Flow outcome and flow milestone limits

By default, an organization can include up to 1,000 flow milestones and 100 flow outcomes.

In analytics and performance view reporting, only up to 20 milestones per outcome and 100 milestones per flow are used. These reporting limits help ensure query performance and stable response times across large datasets.

If you need higher limits, contact Genesys Cloud Support to request an increase. Otherwise, the default limits remain in place.  

To add a flow milestone, follow these steps:

1. Click Admin.
2. Under Architect, click Flow Milestones.
3. Click Menu > Orchestration > Orchestration Assets > Flow Milestones.
4. Click Add. 
5. Type a descriptive name for the milestone. For example, Check Balance.
6. (Optional) Add a more detailed description of the milestone.
7. Click Save.