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Debug Calls

  • 1.  Debug Calls

    Posted 11-08-2019 05:13
    Hello,

    I would like to know how to debug calls (incoming / outgoing) or chats or other chat channels, using an in architect strategy.

    Let me explain: I would simply like to know, when my call is finish, where my interaction has gone
    , I would like to follow the call in the strategy and know its way (block by block). I can not find a way to do it or features that allow it.

    Thank you for your help !

    Regards,

    Antoine LET


    #Reporting/Analytics

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    Antoine LET

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  • 2.  RE: Debug Calls

    GCAP Member
    Posted 11-11-2019 06:36
    Hi Antoine,

     Have you used the timeline section in the individual interaction history as shown below?

     You may need to scroll in/out and left/right to zoom in on individual blocks/actions.

     Thanks
     Gordon

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    Gordon Thomson
    Dialler Manager
    Actavo
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  • 3.  RE: Debug Calls

    Posted 11-13-2019 03:16
    Hello,

    Thank you for your answer.
    Yes I have already looked at this timeline but there is no detail about the course taken in the IVR.
    I would really like to know where the call is passed in the IVR (or strategy for the mail / chat) bloc by bloc etc.
    Thank you !


    ------------------------------
    Antoine LETOMBE
    Niji SA
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  • 4.  RE: Debug Calls

    GENESYS
    Posted 11-20-2019 15:19
    There is no capacity to do bloc by bloc (or step-by-step) debugging in Architect.

    You can do a little bit of debugging by placing Play Audio actions at key places in the IVR when you are testing to have it play back variables, and you can set Participant Data on the interaction at key places in the IVR/Flow then query via the API to see the path taken. You can use the Flow Outcomes actions to mark points in the IVR and see them in the Performance views.

    If you have English-only call flows you can access them in Debug mode:
    https://help.mypurecloud.com/articles/debug-a-flow/

    I know those are only partial solutions to what you want.

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    George Ganahl GCP (PureCloud) ICCE
    Principal Technology Consultant
    Genesys
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  • 5.  RE: Debug Calls

    Posted 12-06-2019 04:26
    Hello,

    Thank you for your answer.
    I 've tried your idea about "the Flow Outcomes actions" and it's enough to doing my debug. Good idea.

    Thanks again.

    Antoine

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    Antoine LETOMBE
    Niji SA
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  • 6.  RE: Debug Calls

    GENESYS
    Posted 12-06-2019 12:05
    Cool

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    George Ganahl GCP (PureCloud) ICCE
    Principal Technology Consultant
    Genesys
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