The genesys document mention Genesys Cloud does not store the historical execution data of flows that run longer than three days. Does that mean the flow is actively assigned to a number and is being used by caller actively? One of are orgs reported not seeing execution history for flows being used to take calls. It was only the ones not being actively used that had the execution history. Is anyone able to clarify if the 3 days means a flow accumulates over 3 days worth of interactions being handle in the flow? And that's why they don't see execution history anymore. 

https://help.mypurecloud.com/articles/historical-execution-data-overview/#:~:text=Genesys%20Cloud%20does%20not%20store%20the%20historical%20execution%20data%20of,at%20the%20base%20log%20level.

The genesys document mention Genesys Cloud does not store the historical execution data of flows that run longer than three days. Does that mean the flow is actively assigned to a number and is being used by caller actively? One of are orgs reported not seeing execution history for flows being used to take calls. It was only the ones not being actively used that had the execution history. Is anyone able to clarify if the 3 days means a flow accumulates over 3 days worth of interactions being handle in the flow? And that's why they don't see execution history anymore. 

https://help.mypurecloud.com/articles/historical-execution-data-overview/#:~:text=Genesys%20Cloud%20does%20not%20store%20the%20historical%20execution%20data%20of,at%20the%20base%20log%20level.

The 3 day limit means a single interaction that lasts >= 3 days.  I can't imagine any caller that patient.  It can be hit by digital interactions, for example an inqueue sms or inqueue email flow if it takes several days for the interaction to be picked up by an agent.  Or if you use a wait action for long enough: https://help.mypurecloud.com/articles/wait-action/

The primary reason you don't see a execution history execution for a flow is this note:

• Genesys Cloud supports returning a maximum of 200 execution data instances per query. It is important to note that Genesys Cloud cannot guarantee that the query returns the most recent 200 execution instances.

It still exists, but once there are >200 instances it might not come back in that random 200 query.  Look it up using the conversation id instead and you can still find it.  Sadly this workaround doesn't work for workitem flows & workflows because they don't have conversation ids.

------------------------------
Melissa Bailey
Software Engineer

Original Message:
Sent: 02-05-2025 14:19
From: Jason Tran
Subject: Execution History not showing for call flows actively being used

The genesys document mention Genesys Cloud does not store the historical execution data of flows that run longer than three days. Does that mean the flow is actively assigned to a number and is being used by caller actively? One of are orgs reported not seeing execution history for flows being used to take calls. It was only the ones not being actively used that had the execution history. Is anyone able to clarify if the 3 days means a flow accumulates over 3 days worth of interactions being handle in the flow? And that's why they don't see execution history anymore. 

https://help.mypurecloud.com/articles/historical-execution-data-overview/#:~:text=Genesys%20Cloud%20does%20not%20store%20the%20historical%20execution%20data%20of,at%20the%20base%20log%20level.

#ArchitectureandDesign

We attempted to look with the conversation id for calls recent as yesterday and today. Still not seeing any results. The specific business was able to see them in the past but not now. There been no changes as everything is set to ALL and enabled. Currently we have a genesys ticket open for another business experiencing the same issue but Genesys have not given us a answer to why its happening so its not just one org we have reported this issue in. Does genesys know if there a wide spread issue going on with execution history in the west region at this moment?

Original Message:
Sent: 02-06-2025 09:36
From: Melissa Bailey
Subject: Execution History not showing for call flows actively being used

The 3 day limit means a single interaction that lasts >= 3 days.  I can't imagine any caller that patient.  It can be hit by digital interactions, for example an inqueue sms or inqueue email flow if it takes several days for the interaction to be picked up by an agent.  Or if you use a wait action for long enough: https://help.mypurecloud.com/articles/wait-action/

The primary reason you don't see a execution history execution for a flow is this note:

• Genesys Cloud supports returning a maximum of 200 execution data instances per query. It is important to note that Genesys Cloud cannot guarantee that the query returns the most recent 200 execution instances.

It still exists, but once there are >200 instances it might not come back in that random 200 query.  Look it up using the conversation id instead and you can still find it.  Sadly this workaround doesn't work for workitem flows & workflows because they don't have conversation ids.

------------------------------
Melissa Bailey
Software Engineer

Original Message:
Sent: 02-05-2025 14:19
From: Jason Tran
Subject: Execution History not showing for call flows actively being used

The genesys document mention Genesys Cloud does not store the historical execution data of flows that run longer than three days. Does that mean the flow is actively assigned to a number and is being used by caller actively? One of are orgs reported not seeing execution history for flows being used to take calls. It was only the ones not being actively used that had the execution history. Is anyone able to clarify if the 3 days means a flow accumulates over 3 days worth of interactions being handle in the flow? And that's why they don't see execution history anymore. 

https://help.mypurecloud.com/articles/historical-execution-data-overview/#:~:text=Genesys%20Cloud%20does%20not%20store%20the%20historical%20execution%20data%20of,at%20the%20base%20log%20level.

#ArchitectureandDesign