Hey everyone. We are migrating our massive Japanese call center over to Genesys Cloud, and we have about 800 agents. We are relying heavily on Dialog Engine Bot Flows to deflect basic queries. Our operations team wants a custom wallboard that shows exactly which bot intents are failing in real time. I set up a WebSocket connection using the notification API, but I cannot figure out the right topic. The v2.users.{id}.conversations topic only gives me the basic routing status, not the actual bot intent data or the specific slot where the user dropped off. Is there a specific WebSocket topic that streams bot flow execution states live?
Welcome to the nightmare of real-time bot analytics! I have spent weeks fighting with the notification service over this exact issue. The short answer is no, there is no magical WebSocket topic that streams the internal state of a Bot Flow in real time. The v2.detail.events.conversation.{id}.bot.session topic exists, but it only fires after the bot session completely finishes! If a user just closes their browser window mid-conversation, you do not get the event until the session times out.
If you absolutely need real-time data on a wallboard, your only option is to litter your bot flow with custom Data Actions that fire HTTP requests to your own external logging server at every single step. It is a completely ridiculous workaround for something that should be a standard metric.
Hello! I hear your frustration, but let us look at the bigger strategic picture here! Real-time telemetry is incredible for operational awareness, but we must ask ourselves if micro-managing bot drop-offs by the second actually drives a better customer experience! In our operations, we found that focusing on the aggregate data using the native Bot Analytics views was far more impactful for tuning our NLU models! Instead of building custom dashboards, we empowered our bot trainers to review the daily ‘Intent Health’ reports! This allowed us to strategically redesign our conversation paths rather than reacting to individual failures on a wallboard! Genesys Cloud provides phenomenal historical tools for this exact purpose!