Genesys Cloud - Main

Hi everyone,

What is your preferred method for troubleshooting Architect flows?

Besides the Interaction Details page, do you use:

• Custom logging
• Data Action testing
• Variable tracing
• External monitoring

I'd like to improve my troubleshooting process.

#ArchitectandDesign

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Fausto Brito
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Hi Fausto,

Great question.

My usual approach is to start with Interaction Details and test each Data Action independently. We also use Participant Data to capture key values during the interaction so we can confirm which path the flow followed.

For troubleshooting Participant Data across many interactions, I also came across a useful community utility that uses Python and the Analytics Conversation Detail Jobs API to extract the data for a queue and export it into Excel. This can be much easier than opening each interaction individually:

https://community.genesys.com/discussion/practical-utility-export-participant-data-from-genesys-cloud-queue-to-excel-interactive-python-tool

For me, validating each component separately and then reviewing the interaction data has been the most effective approach.

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Phaneendra
Technical Solutions Consultant
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Hello  Fausto Brito

Generally with the Flow execution history with help of conversation id, you can troubleshoot the entire flow including flow navigation, API calls and response.  

• Custom logging
  
  IVR Execution Logging
   
  Maintain a flow string variable (e.g., Flow.IVRLog) to capture the execution path of the IVR. At each key step, use the Append() function to add a new log entry separated by a pipe (|). At the end of the flow, store the final log in Participant Data (e.g., IVR_Log) for troubleshooting, auditing, and reporting.
   
  Example:
  Initialize:
  Flow.IVRLog = "START"
  Step 1:
  Flow.IVRLog = Append(Flow.IVRLog, "|Language=EN")
  Step 2:
  Flow.IVRLog = Append(Flow.IVRLog, "|Auth=Success")
  Step 3:
  Flow.IVRLog = Append(Flow.IVRLog, "|Menu=Balance")
  Step 4:
  Flow.IVRLog = Append(Flow.IVRLog, "|Queue=CustomerService")
   
  Final Result:
  START|Language=EN|Auth=Success|Menu=Balance|Queue=CustomerService
• Data Action testing
  Sometimes when you are testing data action it will work as expected but when are utilizing the Data action response in the flow remember that Data action response will be always string irrespective whether the response is integer or Boolean etc , so before using that response value using update data block make sure you will change to respective data type you need else data action will be success when you are testing individually but when you are testing in the flow it will get failed.

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Satish Huzuru
Infra Transformation Associate Manager
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