Flow Milestone Detail view

AI-generated summary

Genesys Cloud's Flow Milestone Detail view delivers comprehensive analytics and reporting capabilities for monitoring flow performance metrics across voice and digital interactions. Access to this functionality requires specific permissions including Analytics Data Export, Flow Aggregate View, Architect Flow Search and View, and related analytics permissions, available through Performance Workspace or Analytics Workspace. The interface supports extensive customization options to accommodate diverse reporting needs. Users can adjust time zones and apply flexible date filtering ranging from 30-minute intervals to 3-month periods, with custom ranges limited to 6 weeks. Preset date options include Today, Yesterday, This week, Last week, Previous 7 days, This month, Last month, Previous 30 days, This month by week, and Previous 3 months. The platform allows configuration of up to 20 customizable columns with sorting, grouping, and rearrangement capabilities through click-and-drag or keyboard shortcuts, with adjustable column widths that persist after saving. Users can save filter and column settings as named views for quick access to frequently used configurations. Flow Milestones represent specific points within flows that emit reporting details for fine-grained event and task analysis. The platform supports multiple filtering mechanisms across several dimensions. DNIS and ANI filtering accept partial searches from the beginning of numbers with optional country codes but do not support mid-string searches. Email and phone number filters require complete addresses or full phone numbers without hyphens. Additional filtering options include Flow Outcomes, Session DNIS tracking, Direction, Initial Direction, and media type filtering allowing multiple simultaneous selections, with the exception that voice and callback types cannot be selected together. The system automatically deselects conflicting media type options when selections are made. Data visualization capabilities include displaying metrics in chart format through a Show/Hide chart icon, with aggregate metric graphs for Milestones displayed in rows. Related views and dashboards support flow performance analysis, flow outcomes detail, and flow milestone interval tracking, enabling detailed interaction analysis and customized queue monitoring. Users can set a default time zone for the analytics workspace via Performance > Workspace > Menu > Analytics > Analytics Workspace. Navigation arrows enable viewing data for different time periods using the same preset, while the time zone dropdown allows viewing data in different time zones while maintaining saved report configurations. These features collectively enable comprehensive performance analysis and reporting within Genesys Cloud's analytics environment

PrerequisitesClick to expand

To see the Flow Milestone Detail view:

Click Performance > Workspace > Flows > Flow Outcome Performance.
Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Flow Outcome Performance and then click the view name to open it.
From the Flow Performance Summary view, click a flow.
Click the Milestones tab.

The Flows Milestones Detail view displays statistics about Flow Milestones. Flow Milestones are points in the flow that emit reporting details from voice and digital flows. Flow milestones provide more fine-grained reporting about significant events or tasks that occur in a flow.

Available columns

To view the available columns, see Flow Milestone Detail view section in the View available columns in performance views by category article.

To view the consolidated list of available columns in the performance views, see Consolidated view of available columns in performance views.
To view the list of available columns in the performance views by category, see View available columns in performance views by category.

Set a default time zone in the workspace

You can set the default time zone in the analytics workspace before viewing any analytics view.

To set the default time zone in the workspace, follow these steps:

Click Performance > Workspace.
Click Menu > Analytics > Analytics Workspace.
On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.

Customize the view

To show only certain data, customize the view. For example, you can choose to show only certain columns or filter to see information for certain outcomes. To quickly switch between different data of interest in the same view, you can also save your filter and column settings as a saved view.

Filter metrics by dateClick to expand

To customize analytics views, use the date filter.

Show meClick to expand

To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to 6 weeks.

To use a preset to filter metrics, complete the following steps:

To display the date filter, click the date.
In the Presets list, select a preset date option.

Date presets

Presets	Description
Current interval	Shows data for the current 30-minute time period.
Today	Shows data for the time period that includes the current interval.
Yesterday	Shows data for the previous day.
This week	Shows data for a Sunday through Saturday time period.
Last week	Shows data for the previous week, Sunday through Saturday.
Previous 7 days	Shows data for the previous seven days.
This month	Shows data for the current month, with no extra days.
Last month	Shows data for the previous calendar month with no extra days.
Previous 30 days	Shows data for the previous 30 days.
This month by week	Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Previous 3 months	Shows data for the previous 3 months. For example, Nov 1, 2022 – Jan 31, 2023.
Interval	Shows data for a 30-minute time period.
Day	Shows data for a single 24-hour day.
Week	Shows data for a Sunday through Saturday time period.
Month	Shows data for the exact month with no extra days. If the current month is selected, you can see the data up to the current date.
Month by Week	Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

To use a custom date range to filter metrics, complete the following steps:

1. Click the date to display the date filter.
2. Select a start date and an end date on the calendar.
3. Click Apply.

To view data for a different time period using the same date presets, click the arrows on either side of the date display. For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.

To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

Show or hide chartClick to expand

Filter metrics by media typeClick to expand

To filter by media type, perform the following:

Click the Toggle filters panel icon .
Select the required media type.

Notes:

When filtering, you can select more than one media type. Click the relevant media type to select or deselect the type.
You cannot select the voice and callback types at the same time.
If you select voice, the callback option will be deselected. If you select callback, the voice interaction will be deselected.
The available media types may vary from those shown above.

The selected media type icon is displayed above the column headers. For more information about various media types and their settings, see the Set behavior and thresholds for all interaction types section in the Create and configure queues.

Show, hide, and rearrange columnsClick to expand

Tables are updated to provide a more accessible and user-friendly experience through enhanced keyboard navigation, screen reader support, focus management, and improved accessibility compliance. These enhancements help users interact with table content more effectively. You can also resize columns and scroll horizontally, making it easier to view and work with large datasets.

To show or hide columns:

At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane appears.
Click the Manage columns tab.
(Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z.
(Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
(Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle.
Search or scroll to select the columns you want to view.
Note: You can also use keyboard navigation to choose the columns.
Click Save. The selected columns appear on the screen.
Note: The column selections appear only after saving the changes and do not apply to the table immediately.

To reorder the columns within the column picker:

At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane (column picker) appears.
Click the Reorder columns tab.
Click the grid icon of a column, and then drag and drop to reorder it within the column picker.

Notes:

You can also use keyboard shortcuts to reorder the columns. To reorder the columns using the keyboard, perform the following:
1. Click to select the grid icon of the column to be reordered, and on the keyboard, press the Spacebar.
2. To position the column, use the Up or Down arrow keys.
3. Press the Spacebar. The chosen column is reordered.
To improve keyboard accessibility and provide a more consistent user experience, column reordering is no longer performed by dragging column headers directly in the table. To reorder columns, use the Reorder Columns tab.

To reset a view to default column settings, click Reset view to defaults .

You can select up to 20 columns.

To better accommodate your screen size and reporting needs, you can customize the table layout in the view.

Resize columns

To resize the width of a column:

Hover over the boundary between two column headers.
When the resize cursor appears, click and drag the column border left or right.
Release the mouse button when the column reaches the desired width.

Resizing columns can help you view longer values, such as conversation IDs, user names, or other data, without truncation.

Scroll horizontally

If the view contains more columns than can fit within the available screen width, a horizontal scroll bar appears at the bottom of the table.

To view more columns:

Use the horizontal scroll bar at the bottom of the table.
Scroll left or right to access columns that are not currently visible.

Horizontal scrolling lets you view all available data while maintaining your selected column widths.

Note: Column resizing and horizontal scrolling affect only the display of the current view and do not change the underlying data.

View a graph of aggregate data for a metricClick to expand

Filter by flow detailsClick to expand

To filter by information about the flow, click Filters , and then search or scroll to select the filter you want to use.

Filter	Description
Flow Outcomes	Displays statistics for the selected flow outcomes.
DNIS	Displays information for interactions with the selected original DNIS number. This DNIS number was dialed at the beginning of the interaction. Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ). You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search. Filter for multiple numbers at one time by entering other numbers and searching again.
Session DNIS	Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction. Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ). You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search. Filter for multiple numbers at one time by entering other numbers and searching again.
ANI	Displays interactions with the selected ANIs. You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search. You can search for multiple numbers by searching again.
Direction	Displays information about interactions of the selected directions.
Initial Direction	Displays information about interactions with the selected initial direction.
To	Displays information for interactions sent to the selected email addresses. Enter the full email address, such as person@example.com. The filter cannot search for a partial address. Filter for multiple addresses at one time by entering other addresses and searching again. When searching for a phone number, enter the entire phone number. For example, enter 13171002997 or 3171002997 to search for interactions sent to +1 317-100-2997. The filter cannot search for a partial phone number and it cannot process hyphens. You can omit the country code.
From	Displays information for interactions sent from the selected email addresses. Enter the full email address, such as person@example.com. The filter cannot search for a partial address. Filter for multiple addresses at one time by entering other addresses and searching again.
Flow Outcome Value	Displays statistics for the selected flow’s success or failure outcome value. For more information about flow outcome values, see Set Flow Outcome action
Flow Milestones	Displays information about interactions with the selected flow milestones.

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