Hi all,
We’ve got a really frustrating issue impacting the rollout of the new post-call survey flow - and naturally, stakeholders are already questioning the Q3 adoption numbers. It’s centered around the trigger condition in Architect. The flow should be initiating a survey for all calls ending with a disposition of ‘Completed - Positive Outcome’, but it’s consistently missing about 30-40% of those calls.
The Architect flow itself is pretty standard. It’s a simple ‘Start’ node, then a ‘Voice Call Ended’ event node, followed by a ‘Condition’ node evaluating the call disposition. If disposition equals ‘Completed - Positive Outcome’ it es to the survey IVR. Then a ‘Disconnect’ node. Nothing fancy. We validated the disposition values are correct in the historical call data, so it isn’t a data issue.
What’s weird is the reporting. The ‘Call Detail Records’ show the disposition being correctly set. The ‘Historical Call Search’ confirms the disposition is ‘Completed - Positive Outcome’. But the survey completion rate is significantly lower than expected. It’s like the condition isn’t evaluating correctly sometimes.
I checked the ‘Execution History’ for a few impacted calls, and it shows the ‘Condition’ node being evaluated, but it’s not always ing to the survey. Sometimes it just goes straight to the ‘Disconnect’ node. No errors logged in the Architect execution history itself.
We’re on Genesys Cloud build 2024.10.12, US East region. I’ve triple-checked the spelling of the disposition value in the condition - it’s exact. Tried recreating the flow from scratch, but the problem persists. I even tried using a regex in the condition, just in case there were hidden characters, but still nothing.
This is delaying the agent training on the new survey process, because we can’t reliably demonstrate the flow working end-to-end. The training plan outlined a 90% completion rate after the first week, and we’re currently at 65%. Management’s not thrilled. It’s making a mess of the adoption metrics.
Anyone else running into odd behavior with Architect condition nodes? The console is showing no obvious errors.