Genesys Cloud - Main

What's the canonical way to track conversations that triggered the (error) Event Handling for a digital flow (chat, email, messaging) in Architect?

The only options available are Disconnect and Transfer to Queue. In my use case, I don't want to disconnect the conversation. For voice flows, I can transfer to task and log that an error occured, but I don't have that option for digital flows.

The use case would be to identify conversations that exited the IVR with errors, to inspect the conversations and identify possible unrecoverable errors caused by the IVR design (such as referencing non-existing variable names, mixing variable types etc).

A conversation that passes a digital flow and invoked the error Event Handling and Transfer to Queue, doesn't seem to tag the conversation with any additional data in the API when I test. 

I'm considering putting a request for this on the Ideas lab, but I also feel that if the Flow outcome "System Error Disconnect" would get logged if a digital flow errored out, that would probably be good enough to more easily identify and inspect these conversations. But I want to hear from other users how you handle these situations first, and maybe if there is another better way already. 

Three approaches I have considered
I could transfer the conversations to a "special Queue" e.g. named "Error Queue", that would entail adding that Queue to many customer service reps in my use case, which doesn't feel like a very "clean" solution to me. 

I have looked at Performance > Interactions and the different fields available there. The only field that seems to change when the Event Handling and Transfer to Queue is invoked that sets those conversations apart, is the "Flow Exit", which is set to 1. The more appropriately named System Error Disconnect is not set however. Is this per design, because I feel System Error Disconnect should definitely show a 1 here? If only Flow Exit = 1 is populated, I feel that I cannot difference "controlled" exits from a flow where an error occured. 

The last variant I can think of to handle this, is to set a "control" participant attribute before the IVR "Exits" e.g. transfer or controlled disconnect, and then reverse filter out conversations that doesn't have that variable or value set. That feels like an unnecessary overhead to me. 

REf https://help.mypurecloud.com/articles/set-default-error-handling-behavior/
#PlatformAdministration
#Reporting/Analytics
#Routing(ACD/IVR)

------------------------------
Joel Hellman
Hi3G
------------------------------

Hi Joel,

 3 years later, were you able to come up with a good solution for tracking this data? We were considering adding the participant data and attempting to pull the prior set data so we know where exactly the failure point is. It seems a large oversight to include Error Handling in flows, but not the ability to track and report on them. 

Thanks!

------------------------------
Cori
Telecommunications Engineer
------------------------------

Original Message:
Sent: 04-20-2020 00:42
From: Joel Hellman
Subject: How to report on digital flows where error Event Handling triggered?

What's the canonical way to track conversations that triggered the (error) Event Handling for a digital flow (chat, email, messaging) in Architect?

The only options available are Disconnect and Transfer to Queue. In my use case, I don't want to disconnect the conversation. For voice flows, I can transfer to task and log that an error occured, but I don't have that option for digital flows.

The use case would be to identify conversations that exited the IVR with errors, to inspect the conversations and identify possible unrecoverable errors caused by the IVR design (such as referencing non-existing variable names, mixing variable types etc).

A conversation that passes a digital flow and invoked the error Event Handling and Transfer to Queue, doesn't seem to tag the conversation with any additional data in the API when I test. 

I'm considering putting a request for this on the Ideas lab, but I also feel that if the Flow outcome "System Error Disconnect" would get logged if a digital flow errored out, that would probably be good enough to more easily identify and inspect these conversations. But I want to hear from other users how you handle these situations first, and maybe if there is another better way already. 

Three approaches I have considered
I could transfer the conversations to a "special Queue" e.g. named "Error Queue", that would entail adding that Queue to many customer service reps in my use case, which doesn't feel like a very "clean" solution to me. 

I have looked at Performance > Interactions and the different fields available there. The only field that seems to change when the Event Handling and Transfer to Queue is invoked that sets those conversations apart, is the "Flow Exit", which is set to 1. The more appropriately named System Error Disconnect is not set however. Is this per design, because I feel System Error Disconnect should definitely show a 1 here? If only Flow Exit = 1 is populated, I feel that I cannot difference "controlled" exits from a flow where an error occured. 

The last variant I can think of to handle this, is to set a "control" participant attribute before the IVR "Exits" e.g. transfer or controlled disconnect, and then reverse filter out conversations that doesn't have that variable or value set. That feels like an unnecessary overhead to me. 

REf https://help.mypurecloud.com/articles/set-default-error-handling-behavior/
#PlatformAdministration
#Reporting/Analytics
#Routing(ACD/IVR)

------------------------------
Joel Hellman
Hi3G
------------------------------