Expert Tips
IVR Logging
A common question about Genesys Cloud Architect flows is how to generate detailed IVR logging that shows the exact path taken by each individual call. Flow Outcomes and Milestones can be used to accumulate counts of the number of times an action or path is taken but this doesn’t show a clear sequence of actions.
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One solution is to use the concept of a trail of breadcrumbs that are set to a participant data attribute as a delimited string of actions or paths.
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The Logging reusable task…
This string can be incredibly helpful to:
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Answer questions about specific calls
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Troubleshoot issues with Architect flows
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Perform data analytics on IVR usage
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Accepts a “token” – this might be the name of the flow, a schedule path, a menu selection, the result of a data action, etc.
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Gets the current value of the participant data attribute
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Appends the token to the value
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Sets the full string back to the attribute
The task can then be called from anywhere else in the flow to add a token to the current path associated with the call.
The result is a delimited string that clearly represents the path through the IVR taken by a specific call.
