Genesys Cloud - Main

Hello,

I've encountered something interesting in my recent design work.  Specifically I am creating a Prompt Collection variable and iterating through it to play the specific prompts in sequence as controlled by a variable.  This is being done within an in queue flow.

The flow itself is working fine, but I've been encountering odd behavior based on the specific prompts I include within the collection.  Specifically, it is throwing an error and going into event handling when I have certain prompts in the list, but not when I have others in the list.  This is being done within a development flow to test out the design pattern so my selection of prompts for use with it has been arbitrary.  I've reviewed the specifics of the prompts involved, which are all user prompts, and have not been able to identify any real difference between the ones which work and those that don't.  Most of our prompts are created by the same employee and I don't see any evidence that a different process was used with any of them.

Here is an example of the syntax I am using to build the PromptCollection variable it attempts to iterate through, though I am not sure that it matters as I have tried this with various means within the interface:

MakeList(ToPrompt(Prompt.ExamplePrompt),ToPrompt(Prompt.ExamplePrompt2),ToPrompt(Prompt.ExamplePrompt3))

I was curious if others may have encountered this or have suggestions for mitigation and/or how to determine the specific cause of the failure.

My manager had referenced a possibility that this relates to a caching issue of some sort, but this is something I am not familiar with and we've not had a chance to connect on the subject, so I was hoping the community might have suggestions, which would be greatly appreciated as I am rather stumped regarding the matter personally.

Thanks,

Matt
#ArchitectureandDesign

------------------------------
Matt Riedl
AdaptHealth LLC
------------------------------

Without a lot of investigation, I would suggest you look at playing each in the test flow to ensure the prompt lookup is working correctly.  Also, I assume you are doing a Find Prompt with each of them?  If so, you can eliminate NULL values by checking the Success/Failure route.   Also, instead of the MakeList, you can consider using an Append statement in the MakeCommunication statement.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 10-26-2022 18:10
From: Matt Riedl
Subject: PromptCollection Error Stemming from Specific Prompt Content

Hello,

I've encountered something interesting in my recent design work.  Specifically I am creating a Prompt Collection variable and iterating through it to play the specific prompts in sequence as controlled by a variable.  This is being done within an in queue flow.

The flow itself is working fine, but I've been encountering odd behavior based on the specific prompts I include within the collection.  Specifically, it is throwing an error and going into event handling when I have certain prompts in the list, but not when I have others in the list.  This is being done within a development flow to test out the design pattern so my selection of prompts for use with it has been arbitrary.  I've reviewed the specifics of the prompts involved, which are all user prompts, and have not been able to identify any real difference between the ones which work and those that don't.  Most of our prompts are created by the same employee and I don't see any evidence that a different process was used with any of them.

Here is an example of the syntax I am using to build the PromptCollection variable it attempts to iterate through, though I am not sure that it matters as I have tried this with various means within the interface:

MakeList(ToPrompt(Prompt.ExamplePrompt),ToPrompt(Prompt.ExamplePrompt2),ToPrompt(Prompt.ExamplePrompt3))

I was curious if others may have encountered this or have suggestions for mitigation and/or how to determine the specific cause of the failure.

My manager had referenced a possibility that this relates to a caching issue of some sort, but this is something I am not familiar with and we've not had a chance to connect on the subject, so I was hoping the community might have suggestions, which would be greatly appreciated as I am rather stumped regarding the matter personally.

Thanks,

Matt
#ArchitectureandDesign

------------------------------
Matt Riedl
AdaptHealth LLC
------------------------------

Hi Robert,

I was not using a find prompt previously, and gave that a try switching to a string collection.  This allowed me to better separate out the problem prompts and I figured out that it was actually an issue with the prompts themselves.  In retrospect, I feel a bit foolish for not noticing that some of them didn't actually have .wav files attached originally, and were just TTS prompts.

Regardless of the actual cause of the issue though, I am glad this happened as using Find Prompt allows me to code more defensively and debug more easily.

Thanks for pointing me in the right direction.  It's much appreciated!

Thanks,

Matt

------------------------------
Matt Riedl
AdaptHealth LLC

https://www.credly.com/badges/4823ffbe-4cfc-4552-bcb0-0506a0dc978c/public_url

https://www.credly.com/badges/4a90f46f-6c8e-4863-8e05-ea08701328ca/public_url
------------------------------

Original Message:
Sent: 10-26-2022 18:34
From: Robert Wakefield-Carl
Subject: PromptCollection Error Stemming from Specific Prompt Content

Without a lot of investigation, I would suggest you look at playing each in the test flow to ensure the prompt lookup is working correctly.  Also, I assume you are doing a Find Prompt with each of them?  If so, you can eliminate NULL values by checking the Success/Failure route.   Also, instead of the MakeList, you can consider using an Append statement in the MakeCommunication statement.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 10-26-2022 18:10
From: Matt Riedl
Subject: PromptCollection Error Stemming from Specific Prompt Content

Hello,

I've encountered something interesting in my recent design work.  Specifically I am creating a Prompt Collection variable and iterating through it to play the specific prompts in sequence as controlled by a variable.  This is being done within an in queue flow.

The flow itself is working fine, but I've been encountering odd behavior based on the specific prompts I include within the collection.  Specifically, it is throwing an error and going into event handling when I have certain prompts in the list, but not when I have others in the list.  This is being done within a development flow to test out the design pattern so my selection of prompts for use with it has been arbitrary.  I've reviewed the specifics of the prompts involved, which are all user prompts, and have not been able to identify any real difference between the ones which work and those that don't.  Most of our prompts are created by the same employee and I don't see any evidence that a different process was used with any of them.

Here is an example of the syntax I am using to build the PromptCollection variable it attempts to iterate through, though I am not sure that it matters as I have tried this with various means within the interface:

MakeList(ToPrompt(Prompt.ExamplePrompt),ToPrompt(Prompt.ExamplePrompt2),ToPrompt(Prompt.ExamplePrompt3))

I was curious if others may have encountered this or have suggestions for mitigation and/or how to determine the specific cause of the failure.

My manager had referenced a possibility that this relates to a caching issue of some sort, but this is something I am not familiar with and we've not had a chance to connect on the subject, so I was hoping the community might have suggestions, which would be greatly appreciated as I am rather stumped regarding the matter personally.

Thanks,

Matt
#ArchitectureandDesign

------------------------------
Matt Riedl
AdaptHealth LLC
------------------------------