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  • 1.  IVR Flow View with nested flows

    Posted 09-30-2019 00:37
    No replies, thread closed.
    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
    ------------------------------


  • 2.  RE: IVR Flow View with nested flows

    Posted 10-01-2019 12:43
    No replies, thread closed.

    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
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    Original Message


  • 3.  RE: IVR Flow View with nested flows

    Posted 10-02-2019 02:47
    No replies, thread closed.
    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


  • 4.  RE: IVR Flow View with nested flows

    Posted 10-01-2019 14:23
    No replies, thread closed.
    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


  • 5.  RE: IVR Flow View with nested flows

    Posted 10-02-2019 02:51
    No replies, thread closed.
    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


  • 6.  RE: IVR Flow View with nested flows

    Posted 10-02-2019 06:06
    No replies, thread closed.
    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.

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    Richard Chandler
    G3 Comms Ltd
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    Original Message


  • 7.  RE: IVR Flow View with nested flows

    Posted 10-02-2019 08:55
    No replies, thread closed.
    I didn't think about the publish date. I published my flow yesterday.

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

    Original Message


  • 8.  RE: IVR Flow View with nested flows

    Posted 10-04-2019 11:11
    No replies, thread closed.
    Samuel - Per Richard's reminder - can you confirm that those flows have been published recently?

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

    Original Message


  • 9.  RE: IVR Flow View with nested flows

    Posted 10-06-2019 16:24
    No replies, thread closed.
    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


  • 10.  RE: IVR Flow View with nested flows

    Posted 10-06-2019 16:52
    No replies, thread closed.

    So happy to hear it's resolved!




    Original Message


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