Add a flow outcome

Prerequisites
  • Architect > Flow Outcome > Add, Edit, Search, View permissions

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.

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. Flow milestones reporting tells you that that multiple payment attempts occurred.

Use flow outcomes with Architect’s Initialize Flow Outcome action and Set Flow Outcome action to determine whether customers successfully complete the self-service operation.

Notes:
  • This feature does not measure analytics for in-queue flows.

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 outcome, follow these steps:

  1. Click Admin.
  2. To navigate to Admin > Architect > Flow Outcomes, perform one of the following steps:
    1. In the Search box, begin typing Flow Outcomes and select it from the list that appears.
    2. Scroll down to the Architect section and click Flow Outcomes.
  3. Click Menu > Orchestration > Orchestration Assets > Flow Outcomes.
  4. Click Add. 
  5. Type a descriptive name for the outcome. For example, Check Balance.
  6. (Optional) Add a more detailed description of the outcome.
  7. Click Save.