Hi,

 We want to understand the path traversed by the caller in our IVR and for this we are leveraging Participant Data[PD] to get these details. But from the API limits (https://developer.genesys.cloud/organization/organization/limits#search) we see that the PD is capped at 20480. This is not very clear to me and hence have following questions:

• Does this mean that for a user conversation the limit is 20k?
• What happens if the limit exceeds 20k will the call fail in case of IVR?
• If the limit is only for the API to get the data out from Genesys cloud and not on the amount of PD that can be set for a conversation, then how can we get the entire participant Data for reporting/analytics purposes?
• Limits API - What does this API mean? Is this doing a search of a keyword in the top 20k data of PD? What would be the use of this API?

I feel your pain, although if you are creating 20k of logging information on a single call, you must have some VERY complex flows! 😲

Have you considered the new "replay" mode to track a call through the IVR?

Also, consider Flow milestones and outcomes to follow a call's progress.

HTH

Hi,

 We want to understand the path traversed by the caller in our IVR and for this we are leveraging Participant Data[PD] to get these details. But from the API limits (https://developer.genesys.cloud/organization/organization/limits#search) we see that the PD is capped at 20480. This is not very clear to me and hence have following questions:

• Does this mean that for a user conversation the limit is 20k?
• What happens if the limit exceeds 20k will the call fail in case of IVR?
• If the limit is only for the API to get the data out from Genesys cloud and not on the amount of PD that can be set for a conversation, then how can we get the entire participant Data for reporting/analytics purposes?
• Limits API - What does this API mean? Is this doing a search of a keyword in the top 20k data of PD? What would be the use of this API?

Hi,

 We want to understand the path traversed by the caller in our IVR and for this we are leveraging Participant Data[PD] to get these details. But from the API limits (https://developer.genesys.cloud/organization/organization/limits#search) we see that the PD is capped at 20480. This is not very clear to me and hence have following questions:

• Does this mean that for a user conversation the limit is 20k?
• What happens if the limit exceeds 20k will the call fail in case of IVR?
• If the limit is only for the API to get the data out from Genesys cloud and not on the amount of PD that can be set for a conversation, then how can we get the entire participant Data for reporting/analytics purposes?
• Limits API - What does this API mean? Is this doing a search of a keyword in the top 20k data of PD? What would be the use of this API?

Hi,

 We want to understand the path traversed by the caller in our IVR and for this we are leveraging Participant Data[PD] to get these details. But from the API limits (https://developer.genesys.cloud/organization/organization/limits#search) we see that the PD is capped at 20480. This is not very clear to me and hence have following questions:

• Does this mean that for a user conversation the limit is 20k?
• What happens if the limit exceeds 20k will the call fail in case of IVR?
• If the limit is only for the API to get the data out from Genesys cloud and not on the amount of PD that can be set for a conversation, then how can we get the entire participant Data for reporting/analytics purposes?
• Limits API - What does this API mean? Is this doing a search of a keyword in the top 20k data of PD? What would be the use of this API?

We are using participant data to capture some basic information about the caller's interactions with the IVR (e.g. menu selections or zip code entered four call routing purposes) and have discovered that data isn't always available via API for the last flow the caller interacts with.

for example, we offer some basic self service in the IVR; if the caller disconnects without routing to an agent, some percentage of those calls have no participant data stored as attributes that we can retrieve via POST /api/v2/analytics/conversations/details/jobs -- however, it does existing from the UI in the individual interaction records.

According to Genesys engineers: "the attributes are being set after the interaction ends, and so the Analytics service is no longer receiving the attribute data at that point. ... The attributes are being set too late and analytics stops paying attention to the updates. It's been brought up before, but analytics is not able to listen to updates after the conversation ends. The other fun trick is that the edge only sends the participant attributes to the cloud once the flow ends. So the flow ends and everything gets cleaned up, participant attributes get sent to the cloud, and it's already too late. This wouldn't be an issue if it were a transfer to another queue or something like that, but since the conversation disconnects, it's an issue."

We're still evaluating the impact but we no longer trust the call attributes/participant data for accurate volume reporting using the API. 

Hi,

 We want to understand the path traversed by the caller in our IVR and for this we are leveraging Participant Data[PD] to get these details. But from the API limits (https://developer.genesys.cloud/organization/organization/limits#search) we see that the PD is capped at 20480. This is not very clear to me and hence have following questions:

• Does this mean that for a user conversation the limit is 20k?
• What happens if the limit exceeds 20k will the call fail in case of IVR?
• If the limit is only for the API to get the data out from Genesys cloud and not on the amount of PD that can be set for a conversation, then how can we get the entire participant Data for reporting/analytics purposes?
• Limits API - What does this API mean? Is this doing a search of a keyword in the top 20k data of PD? What would be the use of this API?

Hi,

 We want to understand the path traversed by the caller in our IVR and for this we are leveraging Participant Data[PD] to get these details. But from the API limits (https://developer.genesys.cloud/organization/organization/limits#search) we see that the PD is capped at 20480. This is not very clear to me and hence have following questions:

• Does this mean that for a user conversation the limit is 20k?
• What happens if the limit exceeds 20k will the call fail in case of IVR?
• If the limit is only for the API to get the data out from Genesys cloud and not on the amount of PD that can be set for a conversation, then how can we get the entire participant Data for reporting/analytics purposes?
• Limits API - What does this API mean? Is this doing a search of a keyword in the top 20k data of PD? What would be the use of this API?

Hello Tejaswini Nayak,

Answering your questions below: 

• Does this mean that for a user conversation the limit is 20k? The 20KB limit is just that of the participant search endpoint (

  /api/v2/conversations/participants/attributes/search ) 

  
  
• What happens if the limit exceeds 20k will the call fail in case of IVR? No.
• If the limit is only for the API to get the data out from Genesys cloud and not on the amount of PD that can be set for a conversation, then how can we get the entire participant Data for reporting/analytics purposes?
• customers can store much more and get it back the next day from them Analytics /jobs endpoint.
• Limits API - What does this API mean? Is this doing a search of a keyword in the top 20k data of PD? What would be the use of this API? 

The link you shared is taking me to the generic limits API page. But if you are referring to the limits on this end-point: https://developer.genesys.cloud/organization/search/conversation-participant-attribute-search

this end-point provides real-time access to participant attributes for conversations with attributes <20KB

, searchable by the following parameters: 

As a general guidance on the usage of Participant Data, and noticing you are creating larger than 20K logging info within Participant Data, we strongly recommend moving away from this practice and use one of the following options for log and debugging purposes: 

Option 1: Flow Milestones and Flow Execution Data from Architect

• Flow milestons let you capture "path" information of what is being hit in your call flows. You can then report on them. They were originally put in to capture analytics about what part of the call flows were being executed. They can help track path information.

• You might want to chat with your TAM to learn more about this feature and enabling it . The architect team has built a flow replay that will essentially a debugger for flow calls where you can capture X amount of days worth of flow data and then select a specific call and walk through the flow to see what is happened visually.

• These are the epics that are in Beta right now: 
• PURE- 4794:Provide historical execution data for bot flows and digital bot flows to understand user journeys and troubleshoot
• PURE - 5182: Provide historical execution data for call flows and digital flows to understand user journeys and troubleshoot

Option 2: As Taras mentioned below, is to use a well-designed and inexpensive cloud storage solutions like Azure Tables for the time being .I found this video very helpful :  https://www.youtube.com/watch?v=LN_7enhQk5Y 

I feel your frustration around debugging flows, but I do know the Architect team has been working on improving the overall experience. 

Also in 2025, we are introducing the concept of Schematized Conversation Custom Attributes. Follow the progress of this feature through this Aha idea : https://genesyscloud.ideas.aha.io/ideas/ANLS-I-702

Hi,

 We want to understand the path traversed by the caller in our IVR and for this we are leveraging Participant Data[PD] to get these details. But from the API limits (https://developer.genesys.cloud/organization/organization/limits#search) we see that the PD is capped at 20480. This is not very clear to me and hence have following questions:

• Does this mean that for a user conversation the limit is 20k?
• What happens if the limit exceeds 20k will the call fail in case of IVR?
• If the limit is only for the API to get the data out from Genesys cloud and not on the amount of PD that can be set for a conversation, then how can we get the entire participant Data for reporting/analytics purposes?
• Limits API - What does this API mean? Is this doing a search of a keyword in the top 20k data of PD? What would be the use of this API?

Thank you for the detailed response Fatemeh Toyserkani. That helps.

I created a sample flow generating big amount of participant data. Like you said the call worked but in the GenesysUI->Interactions->The Particicpant Data section was empty with the message "Not available for this conversation."

• I then tried /jobs endpoint following the steps mentioned in Conversation-details-job it did not return anything for the conversation. Am I missing something here? 
• I also want to know the maximum amount of participant attributes that can come up in GenesysUI->Interactions->The Participant Data section and also retrieved using/jobs endpoint. Can someone throw light on this? I do see some of our interactions >20k are also displayed in the participant Data section. So I want to check my understanding here. The way I check size right now is by putting the attributes section of conversation details api response in a text pad, removing spaces and newlines,saving it.

Thanks

Tejaswini

Hello Tejaswini Nayak,

Answering your questions below: 

• Does this mean that for a user conversation the limit is 20k? The 20KB limit is just that of the participant search endpoint (

  /api/v2/conversations/participants/attributes/search ) 

  
  
• What happens if the limit exceeds 20k will the call fail in case of IVR? No.
• If the limit is only for the API to get the data out from Genesys cloud and not on the amount of PD that can be set for a conversation, then how can we get the entire participant Data for reporting/analytics purposes?
• customers can store much more and get it back the next day from them Analytics /jobs endpoint.
• Limits API - What does this API mean? Is this doing a search of a keyword in the top 20k data of PD? What would be the use of this API? 

The link you shared is taking me to the generic limits API page. But if you are referring to the limits on this end-point: https://developer.genesys.cloud/organization/search/conversation-participant-attribute-search

this end-point provides real-time access to participant attributes for conversations with attributes <20KB

, searchable by the following parameters: 

As a general guidance on the usage of Participant Data, and noticing you are creating larger than 20K logging info within Participant Data, we strongly recommend moving away from this practice and use one of the following options for log and debugging purposes: 

Option 1: Flow Milestones and Flow Execution Data from Architect

• Flow milestons let you capture "path" information of what is being hit in your call flows. You can then report on them. They were originally put in to capture analytics about what part of the call flows were being executed. They can help track path information.

• You might want to chat with your TAM to learn more about this feature and enabling it . The architect team has built a flow replay that will essentially a debugger for flow calls where you can capture X amount of days worth of flow data and then select a specific call and walk through the flow to see what is happened visually.

• These are the epics that are in Beta right now: 
• PURE- 4794:Provide historical execution data for bot flows and digital bot flows to understand user journeys and troubleshoot
• PURE - 5182: Provide historical execution data for call flows and digital flows to understand user journeys and troubleshoot

Option 2: As Taras mentioned below, is to use a well-designed and inexpensive cloud storage solutions like Azure Tables for the time being .I found this video very helpful :  https://www.youtube.com/watch?v=LN_7enhQk5Y 

I feel your frustration around debugging flows, but I do know the Architect team has been working on improving the overall experience. 

Also in 2025, we are introducing the concept of Schematized Conversation Custom Attributes. Follow the progress of this feature through this Aha idea : https://genesyscloud.ideas.aha.io/ideas/ANLS-I-702

Hi,

 We want to understand the path traversed by the caller in our IVR and for this we are leveraging Participant Data[PD] to get these details. But from the API limits (https://developer.genesys.cloud/organization/organization/limits#search) we see that the PD is capped at 20480. This is not very clear to me and hence have following questions:

• Does this mean that for a user conversation the limit is 20k?
• What happens if the limit exceeds 20k will the call fail in case of IVR?
• If the limit is only for the API to get the data out from Genesys cloud and not on the amount of PD that can be set for a conversation, then how can we get the entire participant Data for reporting/analytics purposes?
• Limits API - What does this API mean? Is this doing a search of a keyword in the top 20k data of PD? What would be the use of this API?

@Tejaswini Nayak let me add some clarifications: 

• The interactions Details Tab, uses the Conversation-details-job endpoint to present the data. The Participant Data will become available after 24 hours on this endpoint.
• The 20K limit, is only applicable to the https://developer.genesys.cloud/organization/search/conversation-participant-attribute-search endpoint. Which is a completely different endpoint from the Analytics Conversation-details-job . 
• The only limit we enforce on the  Conversation-details-job is  a 1024 character limit for Participant Data as they are stored as strings . Ref. Link  :  String dimension are truncated to the first 1024 characters.
• Unless you are using the Search Endpoint, you shouldn't be concerned about the 20K limit for your Participant Data. 

Hope this helps. 

Thank you for the detailed response Fatemeh Toyserkani. That helps.

I created a sample flow generating big amount of participant data. Like you said the call worked but in the GenesysUI->Interactions->The Particicpant Data section was empty with the message "Not available for this conversation."

• I then tried /jobs endpoint following the steps mentioned in Conversation-details-job it did not return anything for the conversation. Am I missing something here? 
• I also want to know the maximum amount of participant attributes that can come up in GenesysUI->Interactions->The Participant Data section and also retrieved using/jobs endpoint. Can someone throw light on this? I do see some of our interactions >20k are also displayed in the participant Data section. So I want to check my understanding here. The way I check size right now is by putting the attributes section of conversation details api response in a text pad, removing spaces and newlines,saving it.

Thanks

Tejaswini

Hello Tejaswini Nayak,

Answering your questions below: 

• Does this mean that for a user conversation the limit is 20k? The 20KB limit is just that of the participant search endpoint (

  /api/v2/conversations/participants/attributes/search ) 

  
  
• What happens if the limit exceeds 20k will the call fail in case of IVR? No.
• If the limit is only for the API to get the data out from Genesys cloud and not on the amount of PD that can be set for a conversation, then how can we get the entire participant Data for reporting/analytics purposes?
• customers can store much more and get it back the next day from them Analytics /jobs endpoint.
• Limits API - What does this API mean? Is this doing a search of a keyword in the top 20k data of PD? What would be the use of this API? 

The link you shared is taking me to the generic limits API page. But if you are referring to the limits on this end-point: https://developer.genesys.cloud/organization/search/conversation-participant-attribute-search

this end-point provides real-time access to participant attributes for conversations with attributes <20KB

, searchable by the following parameters: 

As a general guidance on the usage of Participant Data, and noticing you are creating larger than 20K logging info within Participant Data, we strongly recommend moving away from this practice and use one of the following options for log and debugging purposes: 

Option 1: Flow Milestones and Flow Execution Data from Architect

• Flow milestons let you capture "path" information of what is being hit in your call flows. You can then report on them. They were originally put in to capture analytics about what part of the call flows were being executed. They can help track path information.

• You might want to chat with your TAM to learn more about this feature and enabling it . The architect team has built a flow replay that will essentially a debugger for flow calls where you can capture X amount of days worth of flow data and then select a specific call and walk through the flow to see what is happened visually.

• These are the epics that are in Beta right now: 
• PURE- 4794:Provide historical execution data for bot flows and digital bot flows to understand user journeys and troubleshoot
• PURE - 5182: Provide historical execution data for call flows and digital flows to understand user journeys and troubleshoot

Option 2: As Taras mentioned below, is to use a well-designed and inexpensive cloud storage solutions like Azure Tables for the time being .I found this video very helpful :  https://www.youtube.com/watch?v=LN_7enhQk5Y 

I feel your frustration around debugging flows, but I do know the Architect team has been working on improving the overall experience. 

Also in 2025, we are introducing the concept of Schematized Conversation Custom Attributes. Follow the progress of this feature through this Aha idea : https://genesyscloud.ideas.aha.io/ideas/ANLS-I-702

Hi,

 We want to understand the path traversed by the caller in our IVR and for this we are leveraging Participant Data[PD] to get these details. But from the API limits (https://developer.genesys.cloud/organization/organization/limits#search) we see that the PD is capped at 20480. This is not very clear to me and hence have following questions:

• Does this mean that for a user conversation the limit is 20k?
• What happens if the limit exceeds 20k will the call fail in case of IVR?
• If the limit is only for the API to get the data out from Genesys cloud and not on the amount of PD that can be set for a conversation, then how can we get the entire participant Data for reporting/analytics purposes?
• Limits API - What does this API mean? Is this doing a search of a keyword in the top 20k data of PD? What would be the use of this API?

@Tejaswini Nayak let me add some clarifications: 

• The interactions Details Tab, uses the Conversation-details-job endpoint to present the data. The Participant Data will become available after 24 hours on this endpoint.
• The 20K limit, is only applicable to the https://developer.genesys.cloud/organization/search/conversation-participant-attribute-search endpoint. Which is a completely different endpoint from the Analytics Conversation-details-job . 
• The only limit we enforce on the  Conversation-details-job is  a 1024 character limit for Participant Data as they are stored as strings . Ref. Link  :  String dimension are truncated to the first 1024 characters.
• Unless you are using the Search Endpoint, you shouldn't be concerned about the 20K limit for your Participant Data. 

Hope this helps. 

Thank you for the detailed response Fatemeh Toyserkani. That helps.

I created a sample flow generating big amount of participant data. Like you said the call worked but in the GenesysUI->Interactions->The Particicpant Data section was empty with the message "Not available for this conversation."

• I then tried /jobs endpoint following the steps mentioned in Conversation-details-job it did not return anything for the conversation. Am I missing something here? 
• I also want to know the maximum amount of participant attributes that can come up in GenesysUI->Interactions->The Participant Data section and also retrieved using/jobs endpoint. Can someone throw light on this? I do see some of our interactions >20k are also displayed in the participant Data section. So I want to check my understanding here. The way I check size right now is by putting the attributes section of conversation details api response in a text pad, removing spaces and newlines,saving it.

Thanks

Tejaswini

Hello Tejaswini Nayak,

Answering your questions below: 

• Does this mean that for a user conversation the limit is 20k? The 20KB limit is just that of the participant search endpoint (

  /api/v2/conversations/participants/attributes/search ) 

  
  
• What happens if the limit exceeds 20k will the call fail in case of IVR? No.
• If the limit is only for the API to get the data out from Genesys cloud and not on the amount of PD that can be set for a conversation, then how can we get the entire participant Data for reporting/analytics purposes?
• customers can store much more and get it back the next day from them Analytics /jobs endpoint.
• Limits API - What does this API mean? Is this doing a search of a keyword in the top 20k data of PD? What would be the use of this API? 

The link you shared is taking me to the generic limits API page. But if you are referring to the limits on this end-point: https://developer.genesys.cloud/organization/search/conversation-participant-attribute-search

this end-point provides real-time access to participant attributes for conversations with attributes <20KB

, searchable by the following parameters: 

As a general guidance on the usage of Participant Data, and noticing you are creating larger than 20K logging info within Participant Data, we strongly recommend moving away from this practice and use one of the following options for log and debugging purposes: 

Option 1: Flow Milestones and Flow Execution Data from Architect

• Flow milestons let you capture "path" information of what is being hit in your call flows. You can then report on them. They were originally put in to capture analytics about what part of the call flows were being executed. They can help track path information.

• You might want to chat with your TAM to learn more about this feature and enabling it . The architect team has built a flow replay that will essentially a debugger for flow calls where you can capture X amount of days worth of flow data and then select a specific call and walk through the flow to see what is happened visually.

• These are the epics that are in Beta right now: 
• PURE- 4794:Provide historical execution data for bot flows and digital bot flows to understand user journeys and troubleshoot
• PURE - 5182: Provide historical execution data for call flows and digital flows to understand user journeys and troubleshoot

Option 2: As Taras mentioned below, is to use a well-designed and inexpensive cloud storage solutions like Azure Tables for the time being .I found this video very helpful :  https://www.youtube.com/watch?v=LN_7enhQk5Y 

I feel your frustration around debugging flows, but I do know the Architect team has been working on improving the overall experience. 

Also in 2025, we are introducing the concept of Schematized Conversation Custom Attributes. Follow the progress of this feature through this Aha idea : https://genesyscloud.ideas.aha.io/ideas/ANLS-I-702

Hi,

 We want to understand the path traversed by the caller in our IVR and for this we are leveraging Participant Data[PD] to get these details. But from the API limits (https://developer.genesys.cloud/organization/organization/limits#search) we see that the PD is capped at 20480. This is not very clear to me and hence have following questions:

• Does this mean that for a user conversation the limit is 20k?
• What happens if the limit exceeds 20k will the call fail in case of IVR?
• If the limit is only for the API to get the data out from Genesys cloud and not on the amount of PD that can be set for a conversation, then how can we get the entire participant Data for reporting/analytics purposes?
• Limits API - What does this API mean? Is this doing a search of a keyword in the top 20k data of PD? What would be the use of this API?