Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Limitation in Fetching Failed Data Action Conversation Details via Genesys APIs

    Posted 3 hours ago

    Hi Team,

    We are currently analyzing failures for the Data Action:

    Using the available Genesys APIs (/analytics/actions/aggregates/query and /analytics/conversations/details/query), we are able to successfully retrieve:

    • Total execution count
    • Error count and percentage
    • Interval-wise breakdown (aligned with UI analytics)

    Observed Limitation

    However, we are facing a limitation in retrieving detailed information for failed executions. Specifically, we are not able to obtain:

    • Conversation IDs corresponding to failed Data Action executions
    • MSISDN or any end-user identifier associated with failures
    • Direct mapping between Data Action failures and conversations

    Current Understanding

    Based on our analysis:

    • The Actions Analytics API provides aggregated metrics (execution/error counts)
    • The Conversations API provides conversation details independently
    • There is no direct linkage available between Data Action failures and conversations via standard APIs

    Current Workaround

    We are currently using a correlation-based approach:

    • Identifying error intervals from analytics
    • Fetching conversations within those time windows

    However, this only provides possible impacted conversations and does not guarantee exact failure mapping.

    Request

    Could you please help clarify:

    1. Is there any recommended approach or API to fetch the exact conversation ID or user identifier for failed Data Action executions?
    2. Are there any logging or configuration mechanisms (e.g., within Architect flows) that can capture these details?
    3. Is storing identifiers (e.g., MSISDN or request ID) in participant data or external logs the expected approach for such tracing?

    We would greatly appreciate your guidance on how to accurately trace failed Data Action executions to the corresponding user interactions.

    Thanks & Regards,
    Niraj Kumar


    #API/Integrations

    ------------------------------
    Niraj Kumar
    ------------------------------


  • 2.  RE: Limitation in Fetching Failed Data Action Conversation Details via Genesys APIs

    Posted an hour ago

    Hi Niraj,

    Within Architect Flow, Use a mix of Flow Outcomes and participant data to capture the failure event  and information.

    Flow Outcomes will help you capture the exact interactions where Data Action failed and participant data will help with details like ID.



    ------------------------------
    Jyoti Sharma
    Senior Design Consultant
    ------------------------------



Related Content