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  • 1.  How to notify errors that occur in a workflow on the Genesys Cloud UI

    Posted 2 days ago

    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


    #Architect
    #DataActions
    #PlatformAPI
    #Triggers

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    Takayuki Suzuki
    NA
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  • 2.  RE: How to notify errors that occur in a workflow on the Genesys Cloud UI

    Posted 2 days ago

    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/



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    Elisson Fernandes
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    Original Message


  • 3.  RE: How to notify errors that occur in a workflow on the Genesys Cloud UI

    Posted 2 days ago

    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?



    ------------------------------
    Takayuki Suzuki
    NA
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    Original Message


  • 4.  RE: How to notify errors that occur in a workflow on the Genesys Cloud UI

    Posted 2 days ago

    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.



    ------------------------------
    Jeroen van der Sandt
    NA
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    Original Message


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