Overview: Workflow Replay (App)
App > Workflow Replay > Overview: Workflow Replay (App)
This article provides an overview of the Workflow Replay workspace in App.
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Overview
In App, the Workflow Replay workspace is where you can review how a customer interacted with a workflow. Workflow Replay shows the path someone took in a workflow with a blue highlight around modules in the workflow.
Workflow Replay also shows when a workflow ended, which could be prematurely (due to the customer hanging up, for example) or it could be at the official completion of a workflow branch, like when a customer reaches the End module or Create Interaction module.
The Workflow Replay workspace shows the path (highlighted in a blue) a particular workflow session took through a workflow and data collected (info bubble).
This Workflow Replay example shows a workflow session that terminated prematurely (i.e. Say + Intent module highlighted in red) and it includes the reason (customer hung up).
Workflow Replay is useful for building and testing workflows. If you’re building a workflow and testing it, you can use the Workflow Replay workspace to diagnose issues in the workflow’s logic before using it with customers.
For example, you can examine the session’s API logs in the Workflow Session Data panel to better understand what happened at a certain point of the session.
Workflow Replay is also where you can quickly review any information gathered during a workflow session. Any workflow module that collects data will show an information icon in the top-right corner of the module. Clicking the icon reveals any audio file or variable collected for use in the workflow session.
The Say + Intent module has an information bubble that you can click on to open the audio player. Use the audio player to review the intent(s) the module detected during the session.
Take a deeper dive into the data of a workflow session by reviewing the Workflow Session Data panel. Or, if you want to just know more about the workflow itself, go to the workflow’s Settings panel and that panel gives you more information about when the workflow was created, etc.
Overall, Workflow Replay gives you quick access to analyzing a particular workflow session to show the path it took.
Visual breakdown
Workflow Session ID field
First, what is a workflow session? A workflow session is a period of time where a workflow is running. There are several things that can trigger a workflow to run, including:
A customer calling a phone number (that routes to a workflow session)
A queue user running an embedded workflow
A status/action workflow running on an interaction
A time interval being reached
Each workflow session has a unique identifier called the Workflow Session ID. To view a particular workflow session in Workflow Replay, you must provide the Workflow Session ID (see the next section for more information).
The Workflow Session ID field in the Workflow Replay workspace is where you provide the workflow session ID for the workflow session you want to review.
How do I get a workflow session ID?
The best way to view a workflow replay is to build a report to show you workflow sessions with a link to the Workflow Replay workspace, which shows you all of the completed and ongoing workflow sessions for a given workflow.
For more information, see: Create a report to list workflow session IDs (App)
Workflow Session Data panel
When you’re viewing a workflow session in Workflow Replay, you can view all of the technical information of the workflow session by selecting Workflow Session Data (accessible from the tri-dot menu).
Select Workflow Session Data to reveal the Workflow Session Data panel.
The Workflow Session Data panel shows technical information about the workflow session.
From the Workflow Session Data panel, you can view information about the workflow session, like:
Unique identifiers of the workflow, workflow version, and workflow session
Start and end times
Communication type of the interaction that triggered the workflow
Any source data from the interaction / call / SMS / etc. that triggered the workflow.
The next section explains how to get a workflow session ID to view a workflow replay.
Workflow settings panel
Every workflow has a panel of settings that apply to the entire workflow. You can access the settings panel through the tri dot menu, in the top-right corner of a workflow.
Referencing the Settings panel is helpful when using Workflow Replay because it’s where you can see which workflow version the session processed through, when that version was created and other key details about the workflow itself.
Read Overview: Workflow settings for more information about this panel.
To access the workflow’s Settings panel, click the tri dot menu, in the top-right corner of the workspace, and then click Settings.