Determine when a call disconnects/exits

[dgabriel]

Hello,

I hope your day is going well!

I am a new Junior Developer and I've been tasked to research more about Flow Outcomes and Flow. We want to measure the effectiveness of a prompt by having the ability to track the disconnects at certain blocks. So far, I looked into Performance > Flow Outcomes and Flow and found great data there but not entirely too sure if there are APIs I can use or other logic/methods out there.

I apologize if this is not the right place to post this, but please do let me know if there are better forums to post this in!

Any help would be greatly appreciated!

Thanks so much,

Dianne

[John_Carnell]

Hi Dianne,

Thanks for posting. I have cross-posted your question to our internal architect dev group. I know you can "push" data as a participant attribute onto the conversation come for data beyond just what comes in flow outcomes. In general, we caution customers not to go overboard with this method because it can greatly increase the size of your individual conversation records.

Hopefully the architect dev team has additional thoughts.

Thanks,
John Carnell
Manager, Developer Engagement

[John_Carnell]

Hi Dianne,

My product manager @Becky_Powell also gently nudged me. If you use AWS you can also look at the new Analytics Details Events being published over the Genesys Cloud AWS EventBridge integration. These new events provide much more fine grain details on conversation events. Specifically you can look at the following docs for additional information:

1. EventBridge Integration
2. Notification Topics

Thanks,
John

[anon88270151]

Hi Dianne,

Here's a link to a document that describes our somewhat new flow Milestones feature, which might be applicable to your needs: https://developer.genesys.cloud/blog/2021-06-10-flow-outcome-milestones/

Good luck, and please let us know if you have further questions.

Thanks,
Tom