FAQs: Architect

Genesys Cloud applies limits to the number of flow outcomes and milestones that can be defined within an organization. These limits ensure system stability, query performance, and reporting accuracy.

Default limits

• Flow milestones per organization: 1,000
• Flow outcomes per organization: 100
• Flow milestones per flow outcome: 20
• Flow milestones per flow: 100
• Flow outcomes per flow: 100

Reporting enforcement

In analytics and performance view, reporting enforces the default reporting limits of 20 milestones per outcome and 100 milestones per flow, even if your organization has higher configuration limits.

Requesting higher limits

If your organization requires more outcomes or milestones, contact Genesys Cloud Support to request an increase.

You can find the interaction Voicemail Analytics in the Interactions view.

Note: Under the Available columns section, you can view the list of available column names and their descriptions. If you cannot find a column in the table, in the search bar, enter the name of the column to view its name and description.

For example, under the Available columns section, in the Interactions section’s search bar, search Voicemail to view the Voicemail column and its description. Under the Available columns section, in the Metrics section’s search bar, search Total Voicemail to view the Total Voicemail column and its description.

Genesys Cloud streams audio in real time to a user-configurable API URL endpoint for Nuance Recognizer as a Service (NRaaS). NRaaS is a Genesys Cloud integration with Nuance, an external automatic speech recognition (ASR) provider, which requires Genesys to route requests to cloud services hosted outside the Genesys cloud infrastructure. Therefore, for example, even if the Genesys Cloud organization that uses the NRaaS integration is located in Mumbai, Genesys Cloud cannot guarantee that it keeps all streamed audio exclusively within the Mumbai region. Also, if a Genesys org is based in Mumbai, but the NRaaS integration supports languages like Canadian French or Italian, Nuance serves those languages from data centers in Canada and Europe, respectively. According to the Nuance documentation, ASR requests for these languages must be sent to Nuance URLs hosted in those regions, outside the Mumbai region. The same applies to all Genesys Cloud regions.

Nuance Recognizer as a Service (NRaaS) is a third-party, cloud-to-cloud integration. Genesys Cloud streams out audio in real time (along with the GRXML grammar file) to Nuance Recognizer for processing. NRaaS transforms the audio to text, and returns the results to Genesys Cloud.

You can configure No Input timeout for Genesys Dialog Engine Bot flows for voice interactions. For digital interactions, use Genesys Digital Bot Flows. Bot flows can run for up to six days while they wait for input from the participant. For more information, see Set up user input for a bot flow.

Yes, you can configure the Architect voicemail flow to allow an inbound caller to opt out of directing to a Genesys Cloud user’s voicemail and routing to a queue instead. For more information, see Configure a voicemail flow to allow a caller to opt out of voicemail. You can also replace the system greeting with blank audio. For more information, see Replace the built-in voicemail system greeting with blank audio.

The above articles include separate templates for each process. However, this template includes both configuration options:

• Opt out of voicemail and replace system greeting with blank audio example

In an inbound call flow that uses the Call Common Module action to call a common module, you may encounter a validation error. This validation error appears in the call flow, indicating that the common module contains errors that must be fixed. However, when you open the common module flow, no validation errors appear and you can publish the flow.

This validation error can occur when the common module uses text-to-speech or speech-recognition functionality, and requires that the flow has a configured text-to-speech engine for all languages supported by the common module flow. Because the calling flow sources the data needed for such functionality in the common flow, the calling flow must have the same set of supported and configured languages.

Genesys Cloud subscribers can add Architect Dialog Engine, the Genesys native bot flow building tool in Architect, to their subscription. Charges for Architect Dialog Engine vary, depending on whether the bot conversation takes place on a voice or digital channel. For more information, see Architect Dialog Engine bot flow pricing.

Accuracy for the estimated wait time calculation improves overall. Any existing padding remains in place. With the improvement to estimated wait time accuracy, you may need to review or modify padding with the improvement to estimated wait time accuracy. For more information, and to view playback mode examples, see Play Estimated Wait Time action.

You can make estimated wait time requests just as you did previously, but now with improved accuracy. For more information, see Add an estimated wait time action to a task and Play Estimated Wait Time action.

There are no changes to the Estimated Wait Time API other than an improved estimated wait time calculation. For more information, see the Estimated Wait Time API documentation in the Developer Center.

The maximum length of a user prompt name is 200 characters. The maximum length of a flow name is also 200 characters.

The maximum length of a flow name is 200 characters. The maximum length of a user prompt name is also 200 characters.

The barge-in function allows user input, speech or DTMF, to interrupt the play of prompts. A prompt in this case can be a .wav file or text-to-speech (TTS).

The spoken utterance or DTMF tone does not have to match anything for barge-in to occur. The VXML specification has an option for requiring a grammar match, but Edge currently does not support it. Architect sets the default barge-in to true for all audio except for the Hold Music audio, which defaults to false for historical reasons.  

You can set barge-in behavior for each individual queued prompt. When the system plays the prompt, it honors the barge-in setting for each prompt. However, after barge-in triggers, it skips the currently playing prompt to be aborted, as well as any prompts that remain in the queue, regardless of their barge-in settings.

VXML’s queue-based architecture for playing audio is efficient and also key to supporting smooth concatenative audio. However, if you encounter a case that requires you to flush queued audio sooner than waiting on flow termination or the next request for user input, add a Flush Audio action to the location in the flow where you want the system to flush the audio.

At times, Architect forces audio to flush behind the scenes by injecting a VXML <field> with a 1 millisecond timeout. This action occurs in these scenarios:

• Immediately before Call Data, and Call Secure Data actions.
• Immediately before Transfer actions (all types).
• Immediately before Disconnect and Return To Agent.
• Immediately before entering the first new Task or Menu following a Set Language.
• Immediately before to playing the audio in the Play Audio On Silence.
• As part of the Detect Silence action.
  Note: The <field> timeout is configurable with the action.
• Upon entry and exit of the Hold Music action.

For more information, see Flush Audio action.

In Architect, three operations obtain user input:

• Menus
• Collect Input actions
• Bot actions, such as Amazon Lex and Google Dialogflow

Upon entry to any of these operations, the system flushes or plays any audio that is queued because of previous calls to Play Audio, Play Estimated Wait Time action, or any other element that contains audio.

If you choose an environment in the Call Dialogflow bot action and remove intents from the draft version of the agent, then the flow takes the failure path. This action occurs because the flow cannot reach the deleted intents. Therefore, even though the agent fulfills the intent, the flow takes the failure path.

To ensure that the Draft environment always includes the entire set of intents in the published environment, only add intents during the life cycle of an agent throughout various environments. Do not remove them. You can also export the agent configuration into a new agent and then set the intents as appropriate. Then, update the Architect flow to reference the new agent.

To perform this task, you must create a new agent. Export the current agent’s configuration into a new Google Cloud Dialogflow agent, then remove intents and slots as appropriate. Then, reference the new agent from the Architect flow instead. Going forward, follow the add-only approach described previously.

You can enable barge-in functionality for the Call Dialogflow Bot action in call flows that use the Google Cloud Dialogflow integration. Configure barge-in functionality for use with Genesys Cloud by creating a Custom Payload Response for your bot in the Google Dialogflow console.

To enable barge-in functionality for a Google Cloud Dialogflow bot, see Enable barge-in for Google Dialogflow bots.

To apply your preferred text-to-speech voice, in the Google Cloud Dialogflow console you must ensure that the Enable Automatic Text To Speech option is on. If it is not, the system uses the default text-to-speech voice.

To configure agentless SMS notifications from an Architect flow:

1. Create a data action that calls the SMS notification API. For more information, see About the Genesys Cloud data actions integration.
2. Use that data action within the flow. For more information, see Use data actions in Architect for integrations.

You can access agentless SMS notifications by a public API. For more information, see the Conversations page and the Agentless SMS notifications page in the Developer Center.

Do you see the following validation warning: “There are no Architect supported languages configured on the selected Dialogflow agent.”

If so, make sure to set the correct Bot language and region for your bot in the Google Cloud Dialogflow console. Architect flows do not run in generic language codes such as “en.” You must configure the Google Dialogflow bot language to have a region such as “en-us”. For more information, see Languages in Agent Settings.

As long as the system periodically detects caller input, for example, speech or DTMF, Architect places no limit on how long a flow can run. However, if six hours pass with no caller activity, then the flow silently disconnects. This limit is beneficial for detecting and terminating orphaned calls. Such calls are rare, but do occasionally occur.

The maximum number of actions Architect runs per flow invocation is 10,000. The maximum number of workitem flows types that Architect can run is 400. If the system exceeds that number, the flow enters error handling. The default error handling is a disconnect; however flow authors can configure alternative actions, such as a Transfer to ACD, Jump to Menu, or Jump to Reusable Task. For more information, see Set default event handling behavior.

If you choose to jump to a menu or reusable task as the error handling option, Architect automatically increases the allowed action count by an additional 1,000 actions. This process allows you to configure an alternative path for the error handling. If you exceed the additional maximum, Architect performs a silent disconnect.

Architect considers each of these as an action that counts toward the 10,000 limit:

• Each time you enter a menu
• Each menu action
• Each task action

For example:

Case 1: You hit the 10,000 action in normal flow processing and event handling is set to transfer to ACD.  The interaction transfers to the queue.
Case 2: You hit the 10,000 action in normal flow processing and event handling is set to jump to menu.  The interaction jumps to the specified menu and the extra 1000 action countdown begins. 
Case 3: You hit the 10,000 action in normal flow processing and event handling is set to jump to reusable task.   The interaction jumps to the specified task and the extra 1000 action countdown begins. 

In this example, we use the Thanksgiving holiday:

• To get the fourth Thursday of November: GetDayOfWeekOccurrence(5, 4, Year(GetCurrentDateTimeUtc()), 11)
• To get the day after Thanksgiving (which may not always be the fourth Friday): AddDays(GetDayOfWeekOccurrence(5, 4, Year(GetCurrentDateTimeUtc()), 11), 1)
• To see if today is the same day as the specified day:
  1. Save the specified day as a datetime variable like Task.thanksgiving. 
  2. Use a decision action and compare the today’s year, month, & day to Task.thanksgiving.  You might also want to check the hour/minutes if that’s needed.

For more details, download and import this Thanksgiving Schedule Example into Architect.

The maximum prompt file size is 25 MB.

You can use the flow size indicator to check flow size. For more information, see Architect flow size.

You can set up basic call routing with a single Communicate license. Users with a Communicate license have access to inbound call flows only. Outbound call flows, in-queue call flows, inbound email flows, and secure call flows require license upgrades. Available call flow actions (for example, Transfer to ACD) are limited.

With the Communicate license, available actions include:

• Transfer to users
• Transfer to external numbers
• Transfer to groups
• Transfer to other inbound call flows
• Transfer to voicemail

Each Communicate seat includes 500 basic call routing minutes.

You can block specific email addresses from sending emails to your agents. Create an email flow and add a Decision action to your starting state. 

Within the Decision action, use the Email Builder to check the email sender name for the unwanted email address or addresses. If the email address matches the list, configure the action to disconnect those emails. Transfer all other emails to the desired queue.

For more information, see About inbound email flows and About email rules.

When you import a music file, the conversion process can negatively affect the quality of the music. For example, playback volume may increase or decrease, compromising the sound of high or low tones. Make sure that the existing file associated with the prompt is cleared before you upload a new one.

To improve audio quality, before you import convert the audio file using an audio editing program. This example describes using the Audacity freeware program. 

1. Launch Audacity and open the audio file.
2. When presented with import options, choose to make a copy of it before editing.
3. Change the project rate to 8000 hz.
4. Change the volume to at least -10 db.
5. Export the file (Export > Export as WAV).

The file saves as type WAV signed 16-bit PCM.

Importing a flow from an outside organization may require some configuration updates; even if you have items such as data actions with similar names. This issue may occur because the back end GUID does not match, and subsequently the actions are not automatically picked up in the new org.

Until you update any configuration issues, Architect returns validation errors in the flow.