Add a flow 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.

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.
  • An organization can include up to 50 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.

To add a flow outcome, follow these steps:

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