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How to debug Architect workflow?

  • 1.  How to debug Architect workflow?

    Posted 12-23-2021 12:41
    Hello Community,

    does anybody know how to debug Architect workflow? There is no option to set participant data, there is no debug option (only publish), there is no prompts, that can be added to different cases. My workflow does not work properly and I have no idea how to test it.

    Thanks,
    #ArchitectureandDesign

    ------------------------------
    Irina Milstein
    ITNavPro
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  • 2.  RE: How to debug Architect workflow?

    Posted 12-27-2021 09:56
    Edited by Jackie Maher 12-27-2021 10:12
    Hi Irina,

    You'll need to set your own participant data milestones/logging. These logging points will be written to the conversation details. If you want to play prompts when you get to a certain point, you can do that, but I think writing a participant data milestone is quicker and easier, as there are no prompts to record, configure, load. We have participant data points with a incremental sequence number through our entire flow. They mark the path the caller took, like a trail of bread crumbs. We also use the participant data milestones for our statistical reporting, i.e. how many callers self serviced, which menu options did they select, how did the caller authenticate, etc...  If you put the time and smarts into designing the participant data milestones within the flow, you'll have an excellent way to debug and provide very gradual statistics on the flow performance and caller behavior.

    Here is an example of what our journey milestones look like, once extracted to Excel and sorted. We design this right with in our Visio call flow diagram; the flow and milestones go hand in hand.



    ------------------------------
    Jackie Maher
    Further
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  • 3.  RE: How to debug Architect workflow?

    Posted 12-28-2021 02:14

    Hi Jackie,


    Thank you for the detailed response, we also use participant data and milestones for logs in architect call flows (inbound and in-queue), but you give me a good idea to combine them. Just wanted to clarify, when you add to participant data key-value pair like "Further.CustomerJourney038" - "ExitType=transferred", you set the participant data value hard-coded, or there is an option to choose an existing milestone as a variable for the participant data value?

    However my original question was about Architect Workflow:


    For workflows there is no option to set participant data, milestones or add audio prompts. 

    The only way I found to debug a workflow, is to create common module with the workflow logic, test it using participant data in dummy inbound flow, then remove all participant data from it, and call this common module from the workflow. But this is time-consuming, complicated and not good for complex workflows, so I would like to find another way to debug workflows. Do you have any idea?

    Thanks,



    ------------------------------
    Irina Milstein
    ITNavPro
    ------------------------------



  • 4.  RE: How to debug Architect workflow?

    Posted 30 days ago
    Hi,

    What about use data action? Could be quite not very smart solution, but try to set a data action that call Genesys Cloud API to set participant data, in that way you could get the trace you need.

    ------------------------------
    Saugort García
    Interacciones Inteligentes S.A.
    ------------------------------



  • 5.  RE: How to debug Architect workflow?

    Posted 19 days ago

    Thank you for advice, Saugort.

    I finally decided to create a string variable, add to it all the info that I need for debugging the workflow, and at the end, pass it as "Exit Reason" of the "EndWorkflow" block.



    ------------------------------
    Irina Milstein
    ITNavPro
    ------------------------------



  • 6.  RE: How to debug Architect workflow?

    Posted 29 days ago
    Hi Irina,

    Great question. It is hard coded for the most part. There are some milestones that we can leverage a variable for the value.  Our support vendor, Avtex, came up with this design and it works great. For each "Further.CustomerJourneyxxx" - "key=value", which is logged we use two steps. We first perform a set participant data with the following:

    Attribute Name 1
         Append("Further.CustomerJourney",
         If(Length(ToString(Flow.MilestoneCount))==1,Append("00",ToString(Flow.MilestoneCount)),
         If(Length(ToString(Flow.MilestoneCount))==2,Append("0",ToString(Flow.MilestoneCount)),
         ToString(Flow.MilestoneCount))))

    Value to Assign 1... two options shown below: hard coding the key-value pair, OR hard code the key, but leveraging the flow variable for the value. The method we use is determined by what type of data we are needing to log.
         key=value or Append("CollectedSSN=",Flow.sSSN)... see below for examples of each

    Example 1 - hard coded key-value pair

    Example 2 - Leveraging a flow variable for the ssn

    For step 2 of this process, we need to update the sequence number with a Update Data action:

    Hope this makes sense and is helpful.

    Concerning your question regarding debugging a workflow in Architect... I don't know. I haven't had to do that yet, as all of traffic is using inbound and secure flows, nothing more. Sorry I cannot be of help with workflows Irina.





    ------------------------------
    Jackie Maher
    Further
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  • 7.  RE: How to debug Architect workflow?

    Posted 19 days ago
    Thank you for your reply, Jackie!

    ------------------------------
    Irina Milstein
    ITNavPro
    ------------------------------



  • 8.  RE: How to debug Architect workflow?

    GCAP Member
    Posted 18 days ago
    Hello Irina,

    A feature is in developpment to let us debug the workflows. You can already see a new menu (but desactivated) the the architech interface.

    We hope this feature will be delivered soon.

    ------------------------------
    Lionel FLORENCE
    HELPLINE
    ------------------------------



  • 9.  RE: How to debug Architect workflow?

    Posted 17 days ago
    Thank you, Lionel.
    That's great!

    ------------------------------
    Irina Milstein
    ITNavPro
    ------------------------------



  • 10.  RE: How to debug Architect workflow?

    Posted 13 days ago
    Hi Lionel,

    Where will the new feature for debugging be located?
    I'm not seeing anything like that in Architect for our Genesys Cloud org. Can you send a screenshot of what it looks like?
    Also, do you have an ETA on when the feature will be release for use?

    Please advise. Thank you,
    Jackie

    ------------------------------
    Jackie Maher
    Further
    ------------------------------



  • 11.  RE: How to debug Architect workflow?

    GCAP Member
    Posted 11 days ago

    Hello,

     

    Here is the screenshot. It is not yet enabled but I imagine that will be the debug menu.

     

     

    Regards,

    Lionel

     






  • 12.  RE: How to debug Architect workflow?

    Posted 11 days ago
    Hi Lionel,
    are you talking about Inbound Call Flow or Workflow?
    I'm not seeing any menu in workflow.
    Regards,
    Irina

    ------------------------------
    Irina Milstein
    ITNavPro
    ------------------------------



  • 13.  RE: How to debug Architect workflow?

    Posted 9 days ago
    Thank you Lionel. I do see it for the inbound flows. Thanks for the screen shot!

    ------------------------------
    Jackie Maher
    Further
    ------------------------------



  • 14.  RE: How to debug Architect workflow?

    Posted 7 days ago
    Edited by James Dunn 7 days ago
    Hi Lionel,

    I see the Debug option is available now, but if I select it I get a message that I'm unsure about:

    "You may now debug the flow by calling this address in Genesys Cloud:

    <FlowName>-debug@localhost

    when logged in to the '<OrgName>' organization."


    Where exactly / how exactly do I call this? Or is it still in dev and this is a placeholder?


    Edit: I now understand, it means to literally call that number and it reads out the debug as TTS. That is not what I had expected!

    Thanks.

    ------------------------------
    James Dunn
    Pitney Bowes Inc.
    ------------------------------



  • 15.  RE: How to debug Architect workflow?

    Posted 10 days ago
    Hello,

    Depending on the flow type (Email/Voice etc.) and depending on what you're testing, you can use flow actions to "playback" the data you're testing. For example, I add email auto-responses or TTS audio actions to let me know where I'm at in the flow. They can playback pieces of data you're testing or can be static info like "success" "failure" "timeout" etc.

    Will

    ------------------------------
    Will Bellerby
    Black Box Technologies New Zealand Limited
    ------------------------------