Genesys Cloud - Main

Hello Family,

I hope all goes well and enjoying your life fully with confidence 🙂

I want to create this thread to capture some experience from most intelligent brain of the world. This will motivate and give confidence to learner like me that world of problem-solving keeps challenging us. But as a team we can defeat them. Please share your experience in below format.

# Issue Description

Hi Raj,

I'd love to contribute one example, and I'll also be following this thread to learn from everyone else's experiences.

Here is one from my recent Genesys Cloud experience.

Issue Description

I created a workflow triggered by the Speech and Text Analytics Topics Detected event. While looping through participants to find the first available queueId, the loop appeared to process only the first two items.

Symptoms

During testing, I received debugging notifications for indexes 0 and 1, even though the collection contained additional participants and the Next Loop action was present.

Impact

The workflow did not consistently reach the participant containing the required queueId, affecting the subsequent queue and topic-processing logic.

Investigation Performed

I temporarily added Send Notification actions inside the loop to identify which indexes and paths were being processed.

During the Community discussion, I learned that Send Notification has a limit of three successful invocations per workflow execution. However, I did not receive an ActionInvocationLimitExceeded error, and further testing showed that this was not the root cause of my issue.

Root Cause

The actual issue was how I had configured the loop logic and conditions. Some paths were not progressing through the collection as intended.

Solution Applied

I corrected the workflow so that it:

• Checks whether the current participant contains a queueId.
• Stores the first available queueId and exits the loop.
• Uses Next Loop when no queueId is present.
• Ensures each decision path reaches either Next Loop or Exit Loop.
• Sends one consolidated notification after the required processing.

Workaround

There was no separate workaround. The loop logic needed to be corrected.

Lessons Learned

Ensure every path inside a loop reaches either Next Loop or Exit Loop. Send Notification actions can be useful for testing, but the limit of three successful invocations per workflow execution must be considered.

I also learned that a topic filter on the trigger controls whether the workflow fires, but the payload can still contain the complete detected-topics collection. Therefore, the required topics may also need to be filtered within the workflow.

Previous discussion:

https://community.genesys.com/discussion/workflow-loop-only-iterates-first-2-items-01-not-continuing-despite-next-loop

"Great experience comes from other Great experience."

Hi @Phaneendra Avatapalli,

Thanks for Sharing your experience with the community and I firm believe that this will definitely help our community member while creating workflow, which help them to consider each and every aspect of logic.

Thanks again for sharing as each step contribute a lot in achieving destination. 

Hi @Sebastian Valenzuela,

Thanks for showing interest and welcome to the Family.

Hi @Raj sahu,

Hi @Akhil Akhil,

Thanks for sharing your experience with the family. You are correct not all the time Genesys cloud has issue other things are also there which impact Product functionality.

Hello Raj

We recently uncovered a long-standing issue that might be of interest to any users who are utilizing Priority in their call flows. 

# Issue Description

Our keen-eyed staff were noticing a small percent of calls (~3%) meant to be tagged as priority were being by-passed in queue. 

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Kevin Jones
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