Help with constructing flow outcomes request body

[trevorburke]

Using /api/v2/analytics/flows/aggregates/query I'm trying to retrieve a response of conversationId, flowOutcomeValue, and flowOutcomeValue, so we can monitor the performance of our IVR flow. It appears that the API request is returning both instances of SUCCESS and FAILURE when I only wish to retrieve the actual outcome.

Is there something off with my request body? I've attached a sample below.

{
   "interval": "2020-05-25/2020-05-26",
   "groupBy": ["flowOutcomeId", "flowOutcomeValue", "conversationId"],
   "filter": {"type": "and", 
                "predicates": [{"type": "dimension", 
                                "dimension": "mediaType", 
                                "operator": "matches", 
                                "value": "voice"},
                                {"type": "dimension", 
                                "dimension": "flowOutcomeId", 
                                "operator": "exists"}]}
}

[tim.smith]

@trevorburke

It appears that the API request is returning both instances of SUCCESS and FAILURE when I only wish to retrieve the actual outcome.

I'm not sure what you mean by "only wish to retrieve the actual outcome". What do you mean other than retrieving the outcome of success/failure?

[trevorburke]

As a user navigates through our voice IVR flow each stage should return either SUCCESS or FAILURE for a given stage of the flow. But in the case of querying /api/v2/analytics/flows/aggregates/query it seems like it's giving both outcomes in the response.

Would this endpoint not be the appropriate way to retrieve conversationId, flowOutcomeId, and flowOutcomeValue ? We are trying to gain insights and metrics into how customers navigate the flow.

[tim.smith]

If you only want one specific value to appear in the results, you'll need to add it to the filter.

[trevorburke]

Right, makes sense, but in this case we want to know what happened at each stage. We don't want just SUCCESS or just FAILURE

[tim.smith]

Maybe the confusion is that there is no detail query for flow outcomes. The only way to get outcomes is aggregated; you can't reconstruct the journey of an individual call.

[ceej_a]

Adding into Trevor's response, what we should be expecting is a specific flowOutcome tied to a flowOutcomeID that's related to the conversationID we're querying.

The problem we're seeing is that when using the aggregate query with the request body Trevor posted above, we're seeing duplicate flowOutcomeIDs with both SUCCESS and FAILURE values related to the SAME conversationID when in reality the flowOutcomeValues set in our IVR is mutually exclusive.

How do we return the mutually exclusive FlowOutcomeValue tied to a FlowOutcomeID related to the conversationID from /api/v2/analytics/flows/aggregates/query?

[tim.smith]

@ceej_a I saw that you have a case open with Genesys Care. Please continue to work with them on this issue.