Genesys Cloud - Main

Hey, I'm new hear so let me know if I've posted this in the wrong place, but I'd love to get peoples thoughts on the design/implementation of a tool I created.

I wrote the following blog article about it, and how it allows us to track custom metrics in our Architect flows using the Event Bridge Integration and Participant Attributes.

It only costs ~$40 a month and allows us (in near-realtime) to alert on issues, do anomaly detection and track customer behaviour - all in the same reporting platform we use for the backend services our flows depend on.

Creating a realtime reporting tool for Genesys flows

OVO Tech Blog		remove preview
Creating a realtime reporting tool for Genesys flows At OVO our Architect flows serve customers over 100k times a day, so I created a tool that captures metrics from any point of a flow in realtime. At OVO our Architect flows serve customers over 100k times a day, so making sure they work as expected is imperative. View this on OVO Tech Blog >

#Integrations

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Lucas Woodward
Ovo Energy Ltd
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I read the blog, and It sounds like a very useful tool.

One thing which comes to mind, from experience...how often do attributes get updated?

I ask, because each time a SET Participant Data action is used, it is viewed as an Event on the conversation (obviously why you are able to use it). There is a hard limit of 1000 events allowed on a conversation, at which point the Analytics Service declares it "toxic" and stops collecting Analytics data (so the conversation shows as Ended in the UI, even though it is still running in the background in the Conversation Service and will still route).

As long as you stay under that limit, it should work very well. 

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George Ganahl GCP (Genesys Cloud), CCXP
Principal PS Consultant
Genesys
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That's really useful to know, thank you! I'll add in some tracking of this to ensure we don't get close to the limit

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Lucas Woodward
Ovo Energy Ltd
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Original Message:
Sent: 04-21-2023 11:50
From: George Ganahl
Subject: Thoughts on tool I created for near-realtime custom reporting in Flows

I read the blog, and It sounds like a very useful tool.

One thing which comes to mind, from experience...how often do attributes get updated?

I ask, because each time a SET Participant Data action is used, it is viewed as an Event on the conversation (obviously why you are able to use it). There is a hard limit of 1000 events allowed on a conversation, at which point the Analytics Service declares it "toxic" and stops collecting Analytics data (so the conversation shows as Ended in the UI, even though it is still running in the background in the Conversation Service and will still route).

As long as you stay under that limit, it should work very well. 

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George Ganahl GCP (Genesys Cloud), CCXP
Principal PS Consultant
Genesys
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