Genesys Cloud CX

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  • 1.  How to trace or monitor live calls /call flows once its published in purecloud

    NEW MEMBER
    Posted 08-23-2022 14:58
    Hi,

    Am new to pure cloud, how to trace or monitor live calls /call flows once its published (not the Debug) to understand the inbound /In queue flows call path. This will speed up troubleshooting steps.
    For eg Cisco has monitor script , call trace  to view the full call path starting DNIS to agent transfer /call release etc.


    Thanks,
    #ArchitectureandDesign

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    Thanveer Abdulla
    Finastra PLC
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  • 2.  RE: How to trace or monitor live calls /call flows once its published in purecloud

    Posted 08-30-2022 00:00
    Nothing like that now, but there will be an Architect Debugger for historical interactions.  You can also use Milestones and custom attributes to track through our Flow and then use the notifications or conversations API to watch those in near-real-time.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: How to trace or monitor live calls /call flows once its published in purecloud

    NEW MEMBER
    Posted 19 days ago
    Thanks for the help. Milestones is something new to me, need to explore :)

    I was looking for real time call traces like in Cisco script.
    Architectural Debugger will help during the call flow build/development only.

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    Thanveer Abdulla
    Finastra PLC
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