Genesys Cloud - Developer Community!

Dear community,

I am trying to create an outbound flow, that will leave a voicemail on the n-th attempt to contact the nr and going to voicemail again.

We had this developed 6 years ago but it doesn't return the correct nr of calls we made to the same number from the campaign it always returns 1 as value even though we called the number 15 times from the campaign.

The data action we have is this:

POST /api/v2/analytics/conversations/details/query

Request body Template:

{
 "interval": "${input.Interval}",
 "order": "desc",
 "orderBy": "conversationStart",
 "segmentFilters": [
  {
   "type": "and",
   "predicates": [
    {
     "type": "dimension",
     "dimension": "outboundContactListId",
     "operator": "matches",
     "value": "${input.ContactListID}"
    },
    {
     "type": "dimension",
     "dimension": "outboundContactId",
     "operator": "matches",
     "value": "${input.ContactID}"
    },
    {
     "type": "dimension",
     "dimension": "dnis",
     "operator": "matches",
     "value": "tel:${input.PhoneNumber}"
    }
   ]
  }
 ]
}

Response:

#DataActions

------------------------------
Ruud Reinold
BNP Paribas Personal Finance UK
------------------------------

Hi Rudy,

From what I see & understood the reason you are consistently getting 1 is likely because you are using the Conversation Details endpoint (/api/v2/analytics/conversations/details/query) and then counting $.conversations.length().

That gives you the number of matching conversation records, not necessarily the number of outbound attempts. In outbound campaigns, multiple attempts for the same contact can exist within a single conversation record, which would explain why you are seeing 1 even if the number has been called many times.

This thread explains that distinction well:
https://community.genesys.com/discussion/outbound-count-versus-outbound-attempt-count

It may be worth looking at the Aggregates analytics approach instead (/api/v2/analytics/conversations/aggregates/query), as that is better suited if your goal is to count actual attempts rather than conversation records.

For the voicemail requirement specifically, you would also need a way to identify which of those attempts actually reached voicemail, so you can distinguish between total attempts and voicemail hits. A wrap-up code or similar outcome marker may help here, so you can trigger the "leave a message" logic only on the required voicemail hit.

Hope this helps & someone might add more to this.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 04-17-2026 15:44
From: Rudy Reinold
Subject: Outbound - AM leave voicemail after n-th attempt

Dear community,

I am trying to create an outbound flow, that will leave a voicemail on the n-th attempt to contact the nr and going to voicemail again.

We had this developed 6 years ago but it doesn't return the correct nr of calls we made to the same number from the campaign it always returns 1 as value even though we called the number 15 times from the campaign.

The data action we have is this:

POST /api/v2/analytics/conversations/details/query

Request body Template:

{
 "interval": "${input.Interval}",
 "order": "desc",
 "orderBy": "conversationStart",
 "segmentFilters": [
  {
   "type": "and",
   "predicates": [
    {
     "type": "dimension",
     "dimension": "outboundContactListId",
     "operator": "matches",
     "value": "${input.ContactListID}"
    },
    {
     "type": "dimension",
     "dimension": "outboundContactId",
     "operator": "matches",
     "value": "${input.ContactID}"
    },
    {
     "type": "dimension",
     "dimension": "dnis",
     "operator": "matches",
     "value": "tel:${input.PhoneNumber}"
    }
   ]
  }
 ]
}

Response:

#DataActions

------------------------------
Ruud Reinold
BNP Paribas Personal Finance UK
------------------------------

Thanks for your reply, I will look into that.

Hi Rudy,

From what I see & understood the reason you are consistently getting 1 is likely because you are using the Conversation Details endpoint (/api/v2/analytics/conversations/details/query) and then counting $.conversations.length().

That gives you the number of matching conversation records, not necessarily the number of outbound attempts. In outbound campaigns, multiple attempts for the same contact can exist within a single conversation record, which would explain why you are seeing 1 even if the number has been called many times.

This thread explains that distinction well:
https://community.genesys.com/discussion/outbound-count-versus-outbound-attempt-count

It may be worth looking at the Aggregates analytics approach instead (/api/v2/analytics/conversations/aggregates/query), as that is better suited if your goal is to count actual attempts rather than conversation records.

For the voicemail requirement specifically, you would also need a way to identify which of those attempts actually reached voicemail, so you can distinguish between total attempts and voicemail hits. A wrap-up code or similar outcome marker may help here, so you can trigger the "leave a message" logic only on the required voicemail hit.

Hope this helps & someone might add more to this.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 04-17-2026 15:44
From: Rudy Reinold
Subject: Outbound - AM leave voicemail after n-th attempt

Dear community,

I am trying to create an outbound flow, that will leave a voicemail on the n-th attempt to contact the nr and going to voicemail again.

We had this developed 6 years ago but it doesn't return the correct nr of calls we made to the same number from the campaign it always returns 1 as value even though we called the number 15 times from the campaign.

The data action we have is this:

POST /api/v2/analytics/conversations/details/query

Request body Template:

{
 "interval": "${input.Interval}",
 "order": "desc",
 "orderBy": "conversationStart",
 "segmentFilters": [
  {
   "type": "and",
   "predicates": [
    {
     "type": "dimension",
     "dimension": "outboundContactListId",
     "operator": "matches",
     "value": "${input.ContactListID}"
    },
    {
     "type": "dimension",
     "dimension": "outboundContactId",
     "operator": "matches",
     "value": "${input.ContactID}"
    },
    {
     "type": "dimension",
     "dimension": "dnis",
     "operator": "matches",
     "value": "tel:${input.PhoneNumber}"
    }
   ]
  }
 ]
}

Response:

#DataActions

------------------------------
Ruud Reinold
BNP Paribas Personal Finance UK
------------------------------

Hi Rudy, Have you been able resolve this with the above information? 

Thanks for your reply, I will look into that.

Hi Rudy,

From what I see & understood the reason you are consistently getting 1 is likely because you are using the Conversation Details endpoint (/api/v2/analytics/conversations/details/query) and then counting $.conversations.length().

That gives you the number of matching conversation records, not necessarily the number of outbound attempts. In outbound campaigns, multiple attempts for the same contact can exist within a single conversation record, which would explain why you are seeing 1 even if the number has been called many times.

This thread explains that distinction well:
https://community.genesys.com/discussion/outbound-count-versus-outbound-attempt-count

It may be worth looking at the Aggregates analytics approach instead (/api/v2/analytics/conversations/aggregates/query), as that is better suited if your goal is to count actual attempts rather than conversation records.

For the voicemail requirement specifically, you would also need a way to identify which of those attempts actually reached voicemail, so you can distinguish between total attempts and voicemail hits. A wrap-up code or similar outcome marker may help here, so you can trigger the "leave a message" logic only on the required voicemail hit.

Hope this helps & someone might add more to this.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 04-17-2026 15:44
From: Rudy Reinold
Subject: Outbound - AM leave voicemail after n-th attempt

Dear community,

I am trying to create an outbound flow, that will leave a voicemail on the n-th attempt to contact the nr and going to voicemail again.

We had this developed 6 years ago but it doesn't return the correct nr of calls we made to the same number from the campaign it always returns 1 as value even though we called the number 15 times from the campaign.

The data action we have is this:

POST /api/v2/analytics/conversations/details/query

Request body Template:

{
 "interval": "${input.Interval}",
 "order": "desc",
 "orderBy": "conversationStart",
 "segmentFilters": [
  {
   "type": "and",
   "predicates": [
    {
     "type": "dimension",
     "dimension": "outboundContactListId",
     "operator": "matches",
     "value": "${input.ContactListID}"
    },
    {
     "type": "dimension",
     "dimension": "outboundContactId",
     "operator": "matches",
     "value": "${input.ContactID}"
    },
    {
     "type": "dimension",
     "dimension": "dnis",
     "operator": "matches",
     "value": "tel:${input.PhoneNumber}"
    }
   ]
  }
 ]
}

Response:

#DataActions

------------------------------
Ruud Reinold
BNP Paribas Personal Finance UK
------------------------------

Dear community,

I am trying to create an outbound flow, that will leave a voicemail on the n-th attempt to contact the nr and going to voicemail again.

We had this developed 6 years ago but it doesn't return the correct nr of calls we made to the same number from the campaign it always returns 1 as value even though we called the number 15 times from the campaign.

The data action we have is this:

POST /api/v2/analytics/conversations/details/query

Request body Template:

{
 "interval": "${input.Interval}",
 "order": "desc",
 "orderBy": "conversationStart",
 "segmentFilters": [
  {
   "type": "and",
   "predicates": [
    {
     "type": "dimension",
     "dimension": "outboundContactListId",
     "operator": "matches",
     "value": "${input.ContactListID}"
    },
    {
     "type": "dimension",
     "dimension": "outboundContactId",
     "operator": "matches",
     "value": "${input.ContactID}"
    },
    {
     "type": "dimension",
     "dimension": "dnis",
     "operator": "matches",
     "value": "tel:${input.PhoneNumber}"
    }
   ]
  }
 ]
}

Response:

Hi, Rudy. Is there a reason call rules will not work for you? Two call rules should do it. A first rule checks an attempt column and executes a data action to call a flow to leave your vm when the nth attempt is reached. And a second that increments the attempt column when answering machine is detected.

------------------------------
Anthony Heacock
Systems Analyst

Original Message:
Sent: 04-17-2026 15:44
From: Rudy Reinold
Subject: Outbound - AM leave voicemail after n-th attempt

Dear community,

I am trying to create an outbound flow, that will leave a voicemail on the n-th attempt to contact the nr and going to voicemail again.

We had this developed 6 years ago but it doesn't return the correct nr of calls we made to the same number from the campaign it always returns 1 as value even though we called the number 15 times from the campaign.

The data action we have is this:

POST /api/v2/analytics/conversations/details/query

Request body Template:

{
 "interval": "${input.Interval}",
 "order": "desc",
 "orderBy": "conversationStart",
 "segmentFilters": [
  {
   "type": "and",
   "predicates": [
    {
     "type": "dimension",
     "dimension": "outboundContactListId",
     "operator": "matches",
     "value": "${input.ContactListID}"
    },
    {
     "type": "dimension",
     "dimension": "outboundContactId",
     "operator": "matches",
     "value": "${input.ContactID}"
    },
    {
     "type": "dimension",
     "dimension": "dnis",
     "operator": "matches",
     "value": "tel:${input.PhoneNumber}"
    }
   ]
  }
 ]
}

Response:

#DataActions

------------------------------
Ruud Reinold
BNP Paribas Personal Finance UK
------------------------------

Hi, Rudy. Is there a reason call rules will not work for you? Two call rules should do it. A first rule checks an attempt column and executes a data action to call a flow to leave your vm when the nth attempt is reached. And a second that increments the attempt column when answering machine is detected.

Dear community,

I am trying to create an outbound flow, that will leave a voicemail on the n-th attempt to contact the nr and going to voicemail again.

We had this developed 6 years ago but it doesn't return the correct nr of calls we made to the same number from the campaign it always returns 1 as value even though we called the number 15 times from the campaign.

The data action we have is this:

POST /api/v2/analytics/conversations/details/query

Request body Template:

{
 "interval": "${input.Interval}",
 "order": "desc",
 "orderBy": "conversationStart",
 "segmentFilters": [
  {
   "type": "and",
   "predicates": [
    {
     "type": "dimension",
     "dimension": "outboundContactListId",
     "operator": "matches",
     "value": "${input.ContactListID}"
    },
    {
     "type": "dimension",
     "dimension": "outboundContactId",
     "operator": "matches",
     "value": "${input.ContactID}"
    },
    {
     "type": "dimension",
     "dimension": "dnis",
     "operator": "matches",
     "value": "tel:${input.PhoneNumber}"
    }
   ]
  }
 ]
}

Response:

Dear community,

I am trying to create an outbound flow, that will leave a voicemail on the n-th attempt to contact the nr and going to voicemail again.

We had this developed 6 years ago but it doesn't return the correct nr of calls we made to the same number from the campaign it always returns 1 as value even though we called the number 15 times from the campaign.

The data action we have is this:

POST /api/v2/analytics/conversations/details/query

Request body Template:

{
 "interval": "${input.Interval}",
 "order": "desc",
 "orderBy": "conversationStart",
 "segmentFilters": [
  {
   "type": "and",
   "predicates": [
    {
     "type": "dimension",
     "dimension": "outboundContactListId",
     "operator": "matches",
     "value": "${input.ContactListID}"
    },
    {
     "type": "dimension",
     "dimension": "outboundContactId",
     "operator": "matches",
     "value": "${input.ContactID}"
    },
    {
     "type": "dimension",
     "dimension": "dnis",
     "operator": "matches",
     "value": "tel:${input.PhoneNumber}"
    }
   ]
  }
 ]
}

Response:

I wanted to put an answer to this question, for anyone who might come across this post in future.
The issue was resolved with the creation of the following  Data Action:

Dear community,

I am trying to create an outbound flow, that will leave a voicemail on the n-th attempt to contact the nr and going to voicemail again.

We had this developed 6 years ago but it doesn't return the correct nr of calls we made to the same number from the campaign it always returns 1 as value even though we called the number 15 times from the campaign.

The data action we have is this:

POST /api/v2/analytics/conversations/details/query

Request body Template:

{
 "interval": "${input.Interval}",
 "order": "desc",
 "orderBy": "conversationStart",
 "segmentFilters": [
  {
   "type": "and",
   "predicates": [
    {
     "type": "dimension",
     "dimension": "outboundContactListId",
     "operator": "matches",
     "value": "${input.ContactListID}"
    },
    {
     "type": "dimension",
     "dimension": "outboundContactId",
     "operator": "matches",
     "value": "${input.ContactID}"
    },
    {
     "type": "dimension",
     "dimension": "dnis",
     "operator": "matches",
     "value": "tel:${input.PhoneNumber}"
    }
   ]
  }
 ]
}

Response:

I wanted to put an answer to this question, for anyone who might come across this post in future.
The issue was resolved with the creation of the following  Data Action:

Dear community,

I am trying to create an outbound flow, that will leave a voicemail on the n-th attempt to contact the nr and going to voicemail again.

We had this developed 6 years ago but it doesn't return the correct nr of calls we made to the same number from the campaign it always returns 1 as value even though we called the number 15 times from the campaign.

The data action we have is this:

POST /api/v2/analytics/conversations/details/query

Request body Template:

{
 "interval": "${input.Interval}",
 "order": "desc",
 "orderBy": "conversationStart",
 "segmentFilters": [
  {
   "type": "and",
   "predicates": [
    {
     "type": "dimension",
     "dimension": "outboundContactListId",
     "operator": "matches",
     "value": "${input.ContactListID}"
    },
    {
     "type": "dimension",
     "dimension": "outboundContactId",
     "operator": "matches",
     "value": "${input.ContactID}"
    },
    {
     "type": "dimension",
     "dimension": "dnis",
     "operator": "matches",
     "value": "tel:${input.PhoneNumber}"
    }
   ]
  }
 ]
}

Response: