Genesys Cloud - Main

This is, indeed, good news. The ability to understand where a flow went wrong has been long needed and having this expanded to include calls is most welcome.

One quick question. I notice that it appears that this is accessed from Architect and you search for the Interaction? Would it be possible to include a link within the Interaction details? It seems that if someone reports an issue with an Interaction (and provides the ID) it would be faster to look up the Interaction and then jump over to the replay from there.

Or am I missing something?

have been using the Voice beta version for a while and it is indeed useful. Glad it will expand to include other channels as have tried with Bot and email flows and see no detail for them.

@Paul The UI button from Architect shows recent interactions, and you can filter to a conversationId if you want but I agree it would be useful if a column could be added that is a direct link to the replay URL. They pop in a new window anyway so would fit with how they are already presented to user.

This is, indeed, good news. The ability to understand where a flow went wrong has been long needed and having this expanded to include calls is most welcome.

One quick question. I notice that it appears that this is accessed from Architect and you search for the Interaction? Would it be possible to include a link within the Interaction details? It seems that if someone reports an issue with an Interaction (and provides the ID) it would be faster to look up the Interaction and then jump over to the replay from there.

Or am I missing something?

Yes, I was thinking more when you open the Interaction Details and are looking at the Timeline, Recording, Transcript and so on. It would be cool if there were a link / button that allowed you to review the replay directly (instead of having to copy the Interaction ID, change to another UI and paste it in to search....)

Either way, I'm seriously looking forward to this! 😁

have been using the Voice beta version for a while and it is indeed useful. Glad it will expand to include other channels as have tried with Bot and email flows and see no detail for them.

@Paul The UI button from Architect shows recent interactions, and you can filter to a conversationId if you want but I agree it would be useful if a column could be added that is a direct link to the replay URL. They pop in a new window anyway so would fit with how they are already presented to user.

This is, indeed, good news. The ability to understand where a flow went wrong has been long needed and having this expanded to include calls is most welcome.

One quick question. I notice that it appears that this is accessed from Architect and you search for the Interaction? Would it be possible to include a link within the Interaction details? It seems that if someone reports an issue with an Interaction (and provides the ID) it would be faster to look up the Interaction and then jump over to the replay from there.

Or am I missing something?

I suggested that during beta to the product team.  The issue we're going to have here is you have one team working on this in Architect, and they don't own the Interaction Detail screen.  I also am unsure they actually took my feedback on the Architect side to support the Interaction ID as a URL param, to at least set this up to be supportable later.  Is this history viewer in Prod on more than just Bot Flows now? 

Yes, I was thinking more when you open the Interaction Details and are looking at the Timeline, Recording, Transcript and so on. It would be cool if there were a link / button that allowed you to review the replay directly (instead of having to copy the Interaction ID, change to another UI and paste it in to search....)

Either way, I'm seriously looking forward to this! 😁

have been using the Voice beta version for a while and it is indeed useful. Glad it will expand to include other channels as have tried with Bot and email flows and see no detail for them.

@Paul The UI button from Architect shows recent interactions, and you can filter to a conversationId if you want but I agree it would be useful if a column could be added that is a direct link to the replay URL. They pop in a new window anyway so would fit with how they are already presented to user.

This is, indeed, good news. The ability to understand where a flow went wrong has been long needed and having this expanded to include calls is most welcome.

One quick question. I notice that it appears that this is accessed from Architect and you search for the Interaction? Would it be possible to include a link within the Interaction details? It seems that if someone reports an issue with an Interaction (and provides the ID) it would be faster to look up the Interaction and then jump over to the replay from there.

Or am I missing something?

I suggested that during beta to the product team.  The issue we're going to have here is you have one team working on this in Architect, and they don't own the Interaction Detail screen.  I also am unsure they actually took my feedback on the Architect side to support the Interaction ID as a URL param, to at least set this up to be supportable later.  Is this history viewer in Prod on more than just Bot Flows now? 

Yes, I was thinking more when you open the Interaction Details and are looking at the Timeline, Recording, Transcript and so on. It would be cool if there were a link / button that allowed you to review the replay directly (instead of having to copy the Interaction ID, change to another UI and paste it in to search....)

Either way, I'm seriously looking forward to this! 😁

have been using the Voice beta version for a while and it is indeed useful. Glad it will expand to include other channels as have tried with Bot and email flows and see no detail for them.

@Paul The UI button from Architect shows recent interactions, and you can filter to a conversationId if you want but I agree it would be useful if a column could be added that is a direct link to the replay URL. They pop in a new window anyway so would fit with how they are already presented to user.

This is, indeed, good news. The ability to understand where a flow went wrong has been long needed and having this expanded to include calls is most welcome.

One quick question. I notice that it appears that this is accessed from Architect and you search for the Interaction? Would it be possible to include a link within the Interaction details? It seems that if someone reports an issue with an Interaction (and provides the ID) it would be faster to look up the Interaction and then jump over to the replay from there.

Or am I missing something?

@Paul McGurn We did share your feedback with the appropriate team, and is under review. 

Regarding the scope of this feature, we now offer advanced execution data capabilities for all Architect flow types (not just bot flows and digital bot flows), and added support for variable, communications, and action input and output values based on your flows level.

I suggested that during beta to the product team.  The issue we're going to have here is you have one team working on this in Architect, and they don't own the Interaction Detail screen.  I also am unsure they actually took my feedback on the Architect side to support the Interaction ID as a URL param, to at least set this up to be supportable later.  Is this history viewer in Prod on more than just Bot Flows now? 

Yes, I was thinking more when you open the Interaction Details and are looking at the Timeline, Recording, Transcript and so on. It would be cool if there were a link / button that allowed you to review the replay directly (instead of having to copy the Interaction ID, change to another UI and paste it in to search....)

Either way, I'm seriously looking forward to this! 😁

have been using the Voice beta version for a while and it is indeed useful. Glad it will expand to include other channels as have tried with Bot and email flows and see no detail for them.

@Paul The UI button from Architect shows recent interactions, and you can filter to a conversationId if you want but I agree it would be useful if a column could be added that is a direct link to the replay URL. They pop in a new window anyway so would fit with how they are already presented to user.

This is, indeed, good news. The ability to understand where a flow went wrong has been long needed and having this expanded to include calls is most welcome.

One quick question. I notice that it appears that this is accessed from Architect and you search for the Interaction? Would it be possible to include a link within the Interaction details? It seems that if someone reports an issue with an Interaction (and provides the ID) it would be faster to look up the Interaction and then jump over to the replay from there.

Or am I missing something?

OK, so to begin with I want to say that I have now used this feature a couple of times and it's a fantastic addition to the support toolset, so thank you to all concerned.

2 comments / observations / areas for potential improvement.

1. Having to re-publish a flow in order to get the logging level changes to take effect is a pain. (In fact, there are far too many times when an unnecessary re-publish is required.) In many instances, a flow is in constant development and there may be unpublished changes pending, which prevents a re-publish to activate a logging change. (Same applies to updates to Common Modules called etc.)
2. I know storage space is a concern, but it would be cool if you could configure the retention time for the logs. I often get tickets raised with me that relate to interactions over 10 days old, by which time I cannot look through the trace to see what happened.

Keep up the good work!

#2 point from Paul is a great one which should be against the Org settings and possibly against flows to allow troubleshooting problematic flows.

My view at present, when this is GA is to enable Org wide (otherwise useless!) then set org level to None.

I would turn on new flows during UAT with full details.

Lower level for production for a period after a go live to allow for any support issues raised.

Pauls suggestion would be a great way to enable all with some level of control over storage, which is something not reviewed the impact on as of yet.

OK, so to begin with I want to say that I have now used this feature a couple of times and it's a fantastic addition to the support toolset, so thank you to all concerned.

2 comments / observations / areas for potential improvement.

1. Having to re-publish a flow in order to get the logging level changes to take effect is a pain. (In fact, there are far too many times when an unnecessary re-publish is required.) In many instances, a flow is in constant development and there may be unpublished changes pending, which prevents a re-publish to activate a logging change. (Same applies to updates to Common Modules called etc.)
2. I know storage space is a concern, but it would be cool if you could configure the retention time for the logs. I often get tickets raised with me that relate to interactions over 10 days old, by which time I cannot look through the trace to see what happened.

Keep up the good work!

OK, so to begin with I want to say that I have now used this feature a couple of times and it's a fantastic addition to the support toolset, so thank you to all concerned.

2 comments / observations / areas for potential improvement.

1. Having to re-publish a flow in order to get the logging level changes to take effect is a pain. (In fact, there are far too many times when an unnecessary re-publish is required.) In many instances, a flow is in constant development and there may be unpublished changes pending, which prevents a re-publish to activate a logging change. (Same applies to updates to Common Modules called etc.)
2. I know storage space is a concern, but it would be cool if you could configure the retention time for the logs. I often get tickets raised with me that relate to interactions over 10 days old, by which time I cannot look through the trace to see what happened.

Keep up the good work!

------------------------------
Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
------------------------------

Wholeheartedly agree with Paul Simpson! There are far too many instances where you MUST publish a flow to pick up any kind of change. There are many times where development of an inbound flow may be in flight and should not be published but a common module is updated which then requires the inbound flow to be published to pick up the change. If I have updated and published a new version of a common module, I should not have to save / publish the consuming flow for the common module reference to update.

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Michael Rigney
J. B. Hunt Transport, Inc.
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Original Message:
Sent: 05-31-2024 11:59
From: Paul Simpson
Subject: 📣 Announcing Advanced Architect Execution Data and Replay Mode!

OK, so to begin with I want to say that I have now used this feature a couple of times and it's a fantastic addition to the support toolset, so thank you to all concerned.

2 comments / observations / areas for potential improvement.

1. Having to re-publish a flow in order to get the logging level changes to take effect is a pain. (In fact, there are far too many times when an unnecessary re-publish is required.) In many instances, a flow is in constant development and there may be unpublished changes pending, which prevents a re-publish to activate a logging change. (Same applies to updates to Common Modules called etc.)
2. I know storage space is a concern, but it would be cool if you could configure the retention time for the logs. I often get tickets raised with me that relate to interactions over 10 days old, by which time I cannot look through the trace to see what happened.

Keep up the good work!

------------------------------
Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.

when is it going to be available?