Add a flow milestone

Administrators and contact center managers use flow milestones and 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.

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

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 25 milestones per outcome and the last 100 milestones per flow is reported in analytics. You can distribute milestones across outcomes. For example:

Example 1

  • Outcome 1: 25 milestones each 
  • Outcome 2: 25 milestones each
  • Outcome 3: 25 milestones each
  • Outcome 4: 25 milestones each

Example 2

  • Outcomes 1-25: 2 milestones each (50 total milestones)
  • Outcomes 26-35: 1 milestone each (10 total milestones)
  • Outcomes 35-90: 0 milestones each (0 total milestones)
  • Outcomes 91-100: 3 milestones each (30 total milestones)

Notes:
  • This feature is API-only, is not included in analytics views, and does not measure analytics for in-queue flows or bot flows.

To add a flow milestone, follow these steps:

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