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  • 1.  How to Debug Complex IVR Flows in Genesys Cloud ?

    Posted 21 days ago

    Hello Community,

    I'm working on a complex IVR in Genesys Cloud with:

    • Multiple Data Actions
    • Common Modules
    • Bot Flows

    As the logic grows, debugging becomes difficult.

    My Questions

    1. Flow Tracking
      • Is it possible to see a call execution step-by-step (block by block)?
      • Can we trace the path across modules and bot flows?
    2. Logs
      • Are there detailed logs for a call?
      • Can we see Data Action inputs/outputs and flow decisions?
      • Is there a way to use a Conversation ID to track everything?
    3. Variables
      • Can we view or log variable values during execution?
    4. Best Practices
      • How do you usually debug complex flows?
      • Any recommended approach or tools?

    Thanks for your help!


    #ArchitectandDesign
    #Reporting/Analytics
    #Routing(ACD/IVR)
    #System/PlatformAdministration
    #Telephony
    #Other

    ------------------------------
    Ragheb Gmira
    Consultant IT
    ------------------------------


  • 2.  RE: How to Debug Complex IVR Flows in Genesys Cloud ?
    Best Answer

    Posted 21 days ago

    Hi Ragheb,

    you can use the Flow execution history and replay mode to go through it step by step.

     Flow execution history View summary - Genesys Cloud Resource Center

    Use replay mode to troubleshoot an Architect flow View summary - Genesys Cloud Resource Center



    ------------------------------
    Jeroen van der Sandt
    ------------------------------

    Original Message


  • 3.  RE: How to Debug Complex IVR Flows in Genesys Cloud ?

    Posted 21 days ago

    As has been said by Jeroen - Flow execution History... omg it's amazing!



    ------------------------------
    Richard Robinson
    Senior Technical Account Manager
    ------------------------------

    Original Message


  • 4.  RE: How to Debug Complex IVR Flows in Genesys Cloud ?

    Posted 21 days ago
    Edited by Phaneendra Avatapalli 21 days ago

    Hi Ragheb,

    In addition to Jeroen's points, a few things that help when debugging more complex flows:

    Logs & Data Actions

    • Use the Conversation ID to correlate across flow execution, Data Actions, and interaction details
    • For Data Actions, validate inputs/outputs and check error handling
    • Testing externally (e.g. Postman) can help isolate issues

    Variables

    • Use Set Participant Data to capture key values during execution
    • These can then be reviewed against the interaction to help trace decisions

    IVR testing (voice flows)

    • During testing, you can temporarily use prompts or TTS to confirm values or flow paths
    • Helpful for validating decision points or API responses

    Digital flows (if applicable)

    • Using Send Response / Send Communication during testing can help surface errors or unexpected responses

    Best practices

    • Break flows into smaller modules and test independently
    • Add simple tracking at key decision points
    • Keep Data Actions simple and validated outside Architect

    Hope this helps.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


  • 5.  RE: How to Debug Complex IVR Flows in Genesys Cloud ?

    Posted 20 days ago

    As mentioned by others, the answer is Execution history. However, you will lose Execution History once you go past 350 combined flow variables. Once you hit this 350 variable limit, you will no longer have Execution History details but can still see where the call routed in the flow.

    What I have been doing is dropping down a Set Participant Data node after a data action and name is something easy to find such as Node_1932_<FlowVariableName>. From there, I have to read the Detais section of the Interaction to see what the Set Participant Data was set to. It is stupid but it is the only way I have found so far know what the results of data actions are once my flows goes over 350 variables.

    There is an Ideas entry out the for it but it is a year old now and no signs of it being even worked on fixing.

    Increase Flow Execution Variable Limit | Genesys Cloud Ideas Portal



    ------------------------------
    Brad Carroll
    Auto Club Group
    ------------------------------

    Original Message


  • 6.  RE: How to Debug Complex IVR Flows in Genesys Cloud ?

    Posted 20 days ago

    That makes sense. We have also been using Participant Data in a CDR-like way, storing important values along the flow so they can be checked later during troubleshooting. It is definitely a workaround, but it has been useful in practice.



    ------------------------------
    Mateus Nunes
    Tech Leader Of CX at Solve4ME
    Brazil
    ------------------------------

    Original Message


  • 7.  RE: How to Debug Complex IVR Flows in Genesys Cloud ?

    Posted 20 days ago
    I use a "common module" that increments a "participant data" with everything that will happen during the interaction.
     
    Obviously, I need to specify the inputs and what I want to be marked, but in the end, it helps me a lot with analysis.
     
    See an example:
    In text: 
    2026-03-17T16:06:33.000Z [Inicio] - Fluxo POSITIVO PRD 8.0
    2026-03-17T16:06:33.000Z [Task] - Prioriza Numeros nos testes
    2026-03-17T16:06:33.000Z [Consulta DataTable] - Não Encontrado
    2026-03-17T16:06:33.000Z [Task] - API_ConsultaContato
    2026-03-17T16:06:34.000Z [API_ConsultaContato] - Sucesso
    2026-03-17T16:06:34.000Z [retorno API_ConsultaContato] - Id contato = XXXXXXXXXXXX;AccountID = XXXXXXXXXX;NomeContato = XXXXXXXXXX;EmailContato = XXXXXXXXXXXXXXXXX
    2026-03-17T16:06:34.000Z [Task] - API_ConsultaClassificaçãoConta
    2026-03-17T16:06:34.000Z [API_ConsultaClassificaçãoConta] - Sucesso
    2026-03-17T16:06:34.000Z [retorno API_ConsultaClassificaçãoConta] - ClassificaçãoId = ;Tipo de Carteira/Premium? = NORMAL
    2026-03-17T16:06:34.000Z [Task] - API_ConsultaCarteira
    2026-03-17T16:06:34.000Z [API_ConsultaCarteira] - Sucesso
    2026-03-17T16:06:34.000Z [retorno API_ConsultaCarteira] - Id Carteira = ;Carteira userId = 
    2026-03-17T16:06:34.000Z [Task] Cliente NÃO PREMIUM
    2026-03-17T16:06:34.000Z [Task] - API_ConsultaCasoAberto
    2026-03-17T16:06:35.000Z [API_ConsultaCasoAberto] - Sucesso
    2026-03-17T16:06:35.000Z [retorno API_ConsultaCasoAberto] - total casos = 2 ; Caso - Id = XXXXXXXXX, XXXXXXXXX; CaseNumber = XXXXXXXXX, XXXXXXXXXXX
    2026-03-17T16:06:35.000Z [Task] - API_CriaCaso
    2026-03-17T16:06:37.000Z [API_CriaCaso] - Sucesso
    2026-03-17T16:06:37.000Z [Parametro passados API_CriaCaso] - accountID = XXXXXXXXXXXXXXX /// status = New/// Origin = Phone /// RecordTypeId = XXXXXXXXXXXXXXXXXXX /// bland__c = Positivo /// ContactId = XXXXXXXXXXXXXXXXXXXX /// Core_c = Arco Core /// ContactFormat__c = Receptivo /// ownerId = XXXXXXXXXXXXXXX /// Priority = Normal /// ServiceProfice = RC
    2026-03-17T16:06:37.000Z [Task] - API_ConsultaCasoPorId
    2026-03-17T16:06:39.000Z [API_ConsultaCasoPorId] - Sucesso
    2026-03-17T16:06:39.000Z [retorno API_ConsultaCasoPorID] - Caso por Id - Case Number = XXXXXXX
    2026-03-17T16:06:39.000Z [Task] Valida horario + Plantao
    2026-03-17T16:06:39.000Z [ValidaProgramação] - Status horário = aberto
    2026-03-17T16:06:39.000Z [Task] - API_CriaTarefa
    2026-03-17T16:06:40.000Z [API_CriaTarefa] - Sucesso
    2026-03-17T16:06:40.000Z [Parametro passados API_CriaTarefa] - WhatId = XXXXXXXXXXXXXXX /// status = Completed /// Type = Phone /// CallObject = https://apps.sae1.pure.cloud/directory/#/analytics/interactions/XXXXXXXXXXXXXXXXXXXXX/admin?/ /// WhoId = XXXXXXXXXXXXXX /// CallPhone__c = XXXXXXXXXXXXXX /// CallType = Inbound /// Calldisposition =  /// Subject = Ligação 17/03/2026 16:06
    2026-03-17T16:06:40.000Z [Task] - Transfere-ATH
    2026-03-17T16:06:40.000Z [Transfere-ATH] - Consulta Data Table 'POSITIVO -- Prioridade FILAS' = Encontrado /// Valor da prioridade = 7
    2026-03-17T16:06:40.000Z [Task] Mensagem Informativa
    2026-03-17T16:06:40.000Z [Mensagem Informativa] Encontrado na Data Table
    2026-03-17T16:06:40.000Z [Mensagem Informativa] Fora do período
    2026-03-17T16:06:40.000Z [Transfere-ATH] - retornou
    2026-03-17T16:06:40.000Z [Transfere-ATH] - Transferido para a fila SPE NÃO PREMIUM
    2026-03-17T16:21:38.000Z [Inicio] - PSAT
    2026-03-17T16:21:38.000Z [PSAT] - POSITIVO
    2026-03-17T16:21:38.000Z [PSAT POSITIVO] - Pergunta 1
    2026-03-17T16:21:45.000Z [Resultado] - Pergunta 1 - Resolvido? = SIM
    2026-03-17T16:21:45.000Z [PSAT POSITIVO] - Pergunta 2
    2026-03-17T16:21:53.000Z [Resultado] - Pergunta 2 - nota = 5
    2026-03-17T16:21:54.000Z [APIs PSAT] - Inicio.... 
    2026-03-17T16:21:54.000Z [APIs PSAT] - PRD... 
    2026-03-17T16:21:54.000Z [API CriaPesquisa] - sucesso ///  - [API CriaPergunta1] - sucesso ///  - [API CriaPergunta2] - sucesso
    2026-03-17T16:21:54.000Z [Encerramento] - Pesquisa finalizada POSITIVO


    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


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