When a new interaction arrives in Avaya Experience Platform™ Public Cloud, it undergoes pre-routing, and Avaya Experience Platform™ Public Cloud triggers a correct workflow. Each case of execution of a workflow with all the fulfilled tasks is an instance.

You can view a list of all active and completed instances with information about the used workflow, runtime, status, and correlation ID of interactions. To identify an instance, use the WorkRequest ID available in Avaya Workspaces client logs, which matches the correlation ID on the Instances tab of the Orchestration Manager interface.

You can end an instance that remains in the active status because of an error. You can simultaneously end up to 100 active instances.

For all the instances that used the workflow you overwrote or undeployed, Orchestration shows the workflow as undeployed in the Deployed Workflow Name column of the Instances tab.

Instance visualization

To view more information about an instance, click it in the list of instances on the Instances tab. To facilitate the search of the instance from the list, use the filters at the top of the page.

Orchestration shows the results of the treatment represented by different colors along the graphical workflow as the following:

• Green: Successfully executed task

• Red: Failed task

• Blinking blue: Ongoing task

• Colorless: Not executed task

If the entire path is green, the workflow is executed appropriately. If any of the tasks are red, this task failed with an error.

You can click each task in the workflow to collect additional information about its execution in the Instance Viewer window. For example, you can see the reason for the failure.

For Azure Functions, Conditions, and REST API tasks, you can view the current state of all the available variables in the Conditional Output Evaluation section. You can also view the list of all evaluated conditions in the conditions subsection. Each evaluated condition contains all the variables used in this condition, the condition expression, the output name, the output selection flag, and the error details in case of an error.

For the Assignment task, you can view the assigned variables in the assignments section. You can also view the current state of all the available variables in the variables section.

Instance states

Instance states indicate the processing status of a workflow. The instance states are the following:

• Completed: The workflow finished processing the engagement without encountering an error.

• Active: The workflow is currently processing the engagement.

• Handled Error: The workflow encountered an error while running a task. The task was configured with an error handler, and the workflow followed the error handler path.

• Completed with error: The workflow encountered an error while running a task. The task was not configured with an error handler, and the error path was not connected to another task. The workflow stopped at the current task.

• Fatal Error: The workflow encountered an unexpected error while running a task. The workflow stopped at the current task.