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 myengagements
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 myengagements
reply will only include Flow 1. If I look at theevents: []
I can clearly see that the call was routed_to Flow2, and routed_to Flow3, but neither are in theflows: []
API reply
Does anyone know why the flows: []
response in engagements
:
- 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. - 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.