Contact Center Flows not accurate in the engagements API call for voice calls

Hi folks I’ve been working with Contact Center flows and accessing engagement data over the engagements REST endpoint and I noticed some confusing behavior with the list of flows in the response.

Basically, the the list of flows in the engagement response only seems to include a single flow, and it’s usually the first flow the engagement used (the one with the voice entrypoint start).

Here’s my setup:

Flow 1: IVR flow with phone entrypoint to start, links to various flows based on the IVR response

Flow 2: Receives caller from IVR flow, and does a office hours check to either route_to an agent queue, or to a third flow for on-call

Flow 3: On call flow- Uses time conditions and route_to: OutgoingCall to handle an on-call schedule

Test Cases:

  • If my engagement goes thru IVR Flow 1 to Flow2 and then hits the Agent Queue, the flows: [] in my engagements reply will include only Flow2 by itself. This is good, the relevant flow was updated!

  • If my engagement goes thru IVR Flow 1 to Flow2 and hits the route_to: On Call Flow, and then goes to Flow 3 and is routed to an OutgoingCall, the flows: [] in my engagements reply will only include Flow 1. If I look at the events: [] I can clearly see that the call was routed_to Flow2, and routed_to Flow3, but neither are in the flows: [] API reply

Does anyone know why the flows: [] response in engagements:

  1. Only includes a single flow, which defaults to the entrypoint (this corresponds with what one sees in Zoom Contact Center > Logs for engagement), but it seems like flows: [] would return multiple, not just the “relevant” one.
  2. Doesn’t update that single flow unless it hits a route_to: Queue, and doesn’t update that single flow if the user is route_to:Flow or OutgoingCall.

Should I just be ignoring flows: [] and instead just be processing the events: [] list itself? I do see all of my flows properly being routed in the events afterall.