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Currently, in voice or digital conversations, a trigger fires and executes an Architect Workflow when the agent enters and completes the wrap-up code. Therefore, at the time the Workflow runs, the agent has already left the call/chat screen, and we cannot use the method of displaying a message on the script screen (Agent Script).

Our questions are as follows:
Q1.
When a Trigger → Workflow is executed after wrap-up is completed, is there a way to alert failures of data actions that occur within the Workflow to the standard Genesys Cloud UI?

Q2.
If there is a way to notify as in Q1, what methods are available? Examples:
・Push notifications to the standard Genesys Cloud UI using the Notification API
・Standard error monitoring methods for administrators
・Other recommended patterns

Hi Takayuki,

In this case, would sending an email be a valid option for you? If so, you could use the "Send Notification" action to handle the notification.

https://help.mypurecloud.com/articles/send-notification-action/

Alternatively, you may use the "Set Conversation Data" action to record the failure information in the interaction data and process it later in an external BI system.

https://help.mypurecloud.com/articles/set-conversation-data-action/

Thank you for your message.

With email, even if it's sent, operators can't notice in real time, so it's not a viable option. As asked in Q2, is there any way, other than email, to notify the standard Genesys Cloud UI?

Hi Takayuki,

Sorry for the delayed response.

Within the Genesys Cloud interface, it's not possible to generate a native notification for this scenario. In my opinion, the closest alternative would be to create a WorkItem interaction and route it to the user. However, it’s important to emphasize that Work Automation is a paid add-on, meaning it involves additional cost.

Since there is an API available for creating WorkItems, you could use it within a Workflow. This way, the WorkItem could be created in a dedicated queue for this purpose and routed to the agent who handled the interaction that experienced the issue.

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Elisson Fernandes
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Hi!

there's a Data Action Performance Overview in the Analytics workspace. You can see how data actions perform including error rates. When you see a data action that's failing you could go to Architect and (temporarily) set the Execution Data Flow Level to "All" for that workflow and afterwards look for a failed execution in Execution History for debugging purposes. This comes in handy during development as you can go through the workflow step-by-step and have all the information available.

Another option could be to create another data action that updates a data table. So when a data action to update the interaction fails it adds a row to a data table with the error message, conversationId and whatever else might come in handy. https://developer.genesys.cloud/routing/architect/data-tables

Do note that there are some limits, e.g. a max of 5000 rows, so in case something fails big time it will soon fill up that table.

@Takayuki Suzuki - We all agree the real-time alerting capabilities could stand some improvements, but my guess is there are so many different things GC users want to have alerts for and the ability to easily/effectively implement them [all] within the UI is overwhelming. I'm not implying I know that's the case for sure, but then again I haven't heard anything to the contrary here or in the Ideas portal. That said...

While you wait for other community members to offer their advice/workarounds for your inquiry, there are a couple data action alerting ideas posted in the Ideas community that could address the first question. The problem is both are in the "Future Consideration" status, so no telling when they'll be revisited & roadmapped:

• Alerts for Data Actions | https://genesyscloud.ideas.aha.io/ideas/DARDIC-I-34 (vote for this one)
• Genesys Data Action Alerts | https://genesyscloud.ideas.aha.io/ideas/OPAPISDK-I-214 (merged with the first one)

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Brian T. Jones | Ascension | Senior Specialist - Technology
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