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Can we identify the FLOW from a conversation?

  • 1.  Can we identify the FLOW from a conversation?

    Posted 06-05-2025 18:05

    Chris_Phillips | 2019-05-17 21:56:30 UTC | #1

    I would like to know what FLOW an IVR participant in a convo represents. This conversation from a year ago says its not possible but is coming... Any updates?

    Note: frustratingly I can see a list of "entities" in the divisions section that includes the flow ID. But nothing telling me which flow goes with which IVR participant

    Continuing the discussion from Pull down the Flow ID and Names to populate a lookup for when the segment type is IVR:

    tim.smith | 2019-05-20 13:53:09 UTC | #2

    https://developer.mypurecloud.com/forum/t/coming-soon-ivr-flow-metrics/4775

    Chris_Phillips | 2019-05-21 02:37:26 UTC | #3

    It is still "coming soon" a year later? Is there a targeted quarter for this release?

    Also we are using the none analytics endpoint to get conversation details, will those details include FLOW info, or is this just changes to analytics endpoints only?

    Thanks

    Chris

    Becky_Powell | 2019-05-21 13:28:19 UTC | #4

    The IVR Flow feature is currently in Beta. You can learn more about the capabilities and metrics by visiting the following articles in the resource center: https://help.mypurecloud.com/articles/flow-performance-detail-view/

    There was also a demo of the functionality presented during the Q1 2019 Roadmap Webinar - the recording is available in the Knowledge Network: https://know.genesys.com/KnowPureCloudHome

    Also, if you're interested in participating in the beta please email darlene.oordt@genesys.com

    Have a great day!

    Chris_Phillips | 2019-05-21 16:58:02 UTC | #5

    I am looking for the flow information to be in the conversation details payload (what we consider to be the most complete view of a conversation). https://api.mypurecloud.com/api/v2/conversations/{id}

    The participants list includes IVR's, but NO ID for them. See example below. 123ABC and 456xyz are not usable identifiers for which flow this was.

    { "id": "123ABC", "startTime": "2019-05-12T03:00:35.112Z", "endTime": "2019-05-12T03:00:51.161Z", "connectedTime": "2019-05-12T03:00:35.127Z", "name": "Mountain View CA", "purpose": "ivr", "participantType": "IVR", "address": "sip:456xyz@127.0.0.1;language=en-US;user=ivr", "ani": "tel:+5555555555", "aniName": "+5555555555", "dnis": "sip:456xyz@127.0.0.1;language=en-US;user=ivr", "wrapupRequired": false, "attributes": {}, "calls": [ ], "callbacks": [], "chats": [], "cobrowsesessions": [], "emails": [], "screenshares": [], "socialExpressions": [], "videos": [] },

    system | 2019-06-21 16:57:30 UTC | #6

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 5180



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