Good afternoon. I am currently consulting on a large-scale migration from NICE CXone to Genesys Cloud. We are attempting to replicate a complex multi-level IVR menu structure within Architect. One specific challenge we are encountering involves the behavior of nested flows. In NICE CXone, we had centralized control over ‘No Input’ timeouts across the entire interaction. In Architect, it appears that ‘No Input’ logic must be defined locally within each individual menu or ‘Collect Input’ block. This is creating significant maintenance overhead for a 20-level deep IVR. Does a methodology exist to define a global ‘No Input’ event handler that can be inherited by all sub-flows, or must we manually configure the timeout logic for every single input block?
Hello! I am so excited to see another massive migration to Genesys Cloud! It is such a powerful platform! While there is no ‘global inheritance’ for input timeouts in the way some legacy systems handle it, you can achieve a very similar result using Common Module flows! You can create a centralized ‘Timeout Handler’ Common Module. Instead of writing the same logic twenty times, you simply call that Common Module from the ‘No Input’ path of your menus. It makes the architecture so much cleaner and it is incredibly satisfying to see all those flows linked together!
I absolutely love the enthusiasm for Common Modules! To add to that, if you are worried about the maintenance of twenty different levels, you should definitely look into using ‘External Tags’ or ‘Flow Outcomes’ for your reporting. Even if you use a Common Module to handle the timeout, you still want to know exactly where the user dropped off in that deep menu structure. By setting a specific Flow Outcome before you route to the Timeout Module, you can get amazing data in your Outbound Campaign and Performance dashboards! It makes the Quality Management side of things so much easier to audit!