Genesys Cloud - Main

Dear Community

We have an inbound flow setup with nested flows whereby a DNIS number sends the call to an inbound flow, which sends the call to another inbound flow, as per the diagram below.



As per the diagram, we found that the total number of calls that entered in DNIS Number 1 and 2 ( Minus exits and disconnects) entered the flow at level 1.

Our question is, does the IVR Flow View for Flow at Level 1 contain all the information for A and B - Flow Name Level 2?

This is because we do not see A and B Flow Name level 2 in our flow view reports.
#Reporting/Analytics
#Routing(ACD/IVR)

------------------------------
Thanks and regards
Samuel Polgar
CVT (Global) Pty Ltd
------------------------------

Hi Samuel-

If you could log a support case and provide me with the case number we can take a closer look.  

Thank you!
DK

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees
------------------------------

Hello Darlene

Hope you are keeping well and thank you very much for your support.

Please kindly find the case number: 0002634403.

Thank you once again.

------------------------------
Thanks and regards
Samuel Polgar
CVT (Global) Pty Ltd
------------------------------

Original Message:
Sent: 10-01-2019 12:43
From: Darlene Oordt
Subject: IVR Flow View with nested flows

Hi Samuel-

If you could log a support case and provide me with the case number we can take a closer look.

Thank you!
DK

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees
------------------------------

Samuel, 

I cannot reproduce what you are describing. I have an Inbound Call flow, and option 4 on the main menu transfers to another Inbound Call flow using the Transfer to Flow action.

Both of those inbound flows show up with activity/data in the Performance>Flows view after I place an inbound call via the DID for the first flow and I choose option 4 to go to the second flow.

Have you checked your filters on the view to make sure you haven't excluded anything?

Are you using multiple Divisions? That might affect what you can see in the Flows view if the flows are in different Divisions and you don't have it set up for your user to see all the Divisions.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Hello George

Thank you very much for following up.

There are no divisions in this tenant and when I clear all filters I do not see the secondary flows.

Thank you for the suggestion, I will setup test flows on the same environment and check if the behaviour continues to occur, meanwhile, I will continue with PureCloud support.

I have read the documentation and this is my understanding - there is a possibility I am missing something...

------------------------------
Thanks and regards
Samuel Polgar
CVT (Global) Pty Ltd
------------------------------

Original Message:
Sent: 10-01-2019 14:23
From: George Ganahl
Subject: IVR Flow View with nested flows

Samuel, 

I cannot reproduce what you are describing. I have an Inbound Call flow, and option 4 on the main menu transfers to another Inbound Call flow using the Transfer to Flow action.

Both of those inbound flows show up with activity/data in the Performance>Flows view after I place an inbound call via the DID for the first flow and I choose option 4 to go to the second flow.

Have you checked your filters on the view to make sure you haven't excluded anything?

Are you using multiple Divisions? That might affect what you can see in the Flows view if the flows are in different Divisions and you don't have it set up for your user to see all the Divisions.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

One thing with Flow performance is that the flow needs to be published after the feature was released (In May 2019 I think) to see the Flow performance data.

------------------------------
Richard Chandler
G3 Comms Ltd
------------------------------

Original Message:
Sent: 10-02-2019 02:50
From: Samuel Polgar
Subject: IVR Flow View with nested flows

Hello George

Thank you very much for following up.

There are no divisions in this tenant and when I clear all filters I do not see the secondary flows.

Thank you for the suggestion, I will setup test flows on the same environment and check if the behaviour continues to occur, meanwhile, I will continue with PureCloud support.

I have read the documentation and this is my understanding - there is a possibility I am missing something...

------------------------------
Thanks and regards
Samuel Polgar
CVT (Global) Pty Ltd
------------------------------


Original Message:
Sent: 10-01-2019 14:23
From: George Ganahl
Subject: IVR Flow View with nested flows

Samuel, 

I cannot reproduce what you are describing. I have an Inbound Call flow, and option 4 on the main menu transfers to another Inbound Call flow using the Transfer to Flow action.

Both of those inbound flows show up with activity/data in the Performance>Flows view after I place an inbound call via the DID for the first flow and I choose option 4 to go to the second flow.

Have you checked your filters on the view to make sure you haven't excluded anything?

Are you using multiple Divisions? That might affect what you can see in the Flows view if the flows are in different Divisions and you don't have it set up for your user to see all the Divisions.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

I didn't think about the publish date. I published my flow yesterday.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 10-02-2019 06:05
From: Richard Chandler
Subject: IVR Flow View with nested flows

One thing with Flow performance is that the flow needs to be published after the feature was released (In May 2019 I think) to see the Flow performance data.

------------------------------
Richard Chandler
G3 Comms Ltd
------------------------------


Original Message:
Sent: 10-02-2019 02:50
From: Samuel Polgar
Subject: IVR Flow View with nested flows

Hello George

Thank you very much for following up.

There are no divisions in this tenant and when I clear all filters I do not see the secondary flows.

Thank you for the suggestion, I will setup test flows on the same environment and check if the behaviour continues to occur, meanwhile, I will continue with PureCloud support.

I have read the documentation and this is my understanding - there is a possibility I am missing something...

------------------------------
Thanks and regards
Samuel Polgar
CVT (Global) Pty Ltd


Original Message:
Sent: 10-01-2019 14:23
From: George Ganahl
Subject: IVR Flow View with nested flows

Samuel, 

I cannot reproduce what you are describing. I have an Inbound Call flow, and option 4 on the main menu transfers to another Inbound Call flow using the Transfer to Flow action.

Both of those inbound flows show up with activity/data in the Performance>Flows view after I place an inbound call via the DID for the first flow and I choose option 4 to go to the second flow.

Have you checked your filters on the view to make sure you haven't excluded anything?

Are you using multiple Divisions? That might affect what you can see in the Flows view if the flows are in different Divisions and you don't have it set up for your user to see all the Divisions.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Samuel - Per Richard's reminder - can you confirm that those flows have been published recently?

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees
------------------------------

Original Message:
Sent: 10-02-2019 02:50
From: Samuel Polgar
Subject: IVR Flow View with nested flows

Hello George

Thank you very much for following up.

There are no divisions in this tenant and when I clear all filters I do not see the secondary flows.

Thank you for the suggestion, I will setup test flows on the same environment and check if the behaviour continues to occur, meanwhile, I will continue with PureCloud support.

I have read the documentation and this is my understanding - there is a possibility I am missing something...

------------------------------
Thanks and regards
Samuel Polgar
CVT (Global) Pty Ltd
------------------------------


Original Message:
Sent: 10-01-2019 14:23
From: George Ganahl
Subject: IVR Flow View with nested flows

Samuel, 

I cannot reproduce what you are describing. I have an Inbound Call flow, and option 4 on the main menu transfers to another Inbound Call flow using the Transfer to Flow action.

Both of those inbound flows show up with activity/data in the Performance>Flows view after I place an inbound call via the DID for the first flow and I choose option 4 to go to the second flow.

Have you checked your filters on the view to make sure you haven't excluded anything?

Are you using multiple Divisions? That might affect what you can see in the Flows view if the flows are in different Divisions and you don't have it set up for your user to see all the Divisions.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Thank you very much Richard, George and Darlene

I republished the flows - all flows are now showing in the performance tab and the reporting is clear. Thank you once again I appreciate your help.


------------------------------
Thanks and regards
Samuel Polgar
CVT (Global) Pty Ltd
------------------------------

Original Message:
Sent: 10-04-2019 11:11
From: Darlene Oordt
Subject: IVR Flow View with nested flows

Samuel - Per Richard's reminder - can you confirm that those flows have been published recently?

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees
------------------------------


Original Message:
Sent: 10-02-2019 02:50
From: Samuel Polgar
Subject: IVR Flow View with nested flows

Hello George

Thank you very much for following up.

There are no divisions in this tenant and when I clear all filters I do not see the secondary flows.

Thank you for the suggestion, I will setup test flows on the same environment and check if the behaviour continues to occur, meanwhile, I will continue with PureCloud support.

I have read the documentation and this is my understanding - there is a possibility I am missing something...

------------------------------
Thanks and regards
Samuel Polgar
CVT (Global) Pty Ltd


Original Message:
Sent: 10-01-2019 14:23
From: George Ganahl
Subject: IVR Flow View with nested flows

Samuel, 

I cannot reproduce what you are describing. I have an Inbound Call flow, and option 4 on the main menu transfers to another Inbound Call flow using the Transfer to Flow action.

Both of those inbound flows show up with activity/data in the Performance>Flows view after I place an inbound call via the DID for the first flow and I choose option 4 to go to the second flow.

Have you checked your filters on the view to make sure you haven't excluded anything?

Are you using multiple Divisions? That might affect what you can see in the Flows view if the flows are in different Divisions and you don't have it set up for your user to see all the Divisions.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

------Original Message------

Thank you very much Richard, George and Darlene

I republished the flows - all flows are now showing in the performance tab and the reporting is clear. Thank you once again I appreciate your help.


------------------------------
Thanks and regards
Samuel Polgar
CVT (Global) Pty Ltd
------------------------------