PureConnect

 View Only
Discussion Thread View
  • 1.  IVR Report

    Posted 12-07-2018 04:07
    Hello Pure connect Community, 

     I am running a project which transfer inbound calls to external mobile number. the caller are inserting a specific code i.e 101,102,103, etc then the its call transferred to "menu transfer". 

    the objective are to generate a report on how many time each option in this menu has been selected. I went through the IVR reports in ICBM but it is really confusing. any ideas? 

    note that I am running R4 2017. 

    Thanks in advance.
    #Reporting/Analytics

    ------------------------------
    Saad Tokaz
    Pioneers Outsourcing
    ------------------------------


  • 2.  RE: IVR Report

    Posted 12-07-2018 04:09
      |   view attached
    this snapshot for more clarification

    ------------------------------
    Saad Tokaz
    Pioneers Outsourcing
    ------------------------------



  • 3.  RE: IVR Report

    Posted 12-07-2018 05:39
    I had the same issue and overcame it by setting a CustomAttribute in Attendant flow.

    When the menu option is selected the first step is setting one of the CustomAttributes to a value associated with the selection. So it might be the menu option chosen, perhaps in your case , 101, 102, 103, etc. This way when I run a report on the database of the calls joined to the CustomAttribute table, every call is labelled with the menu option chosen.

    ------------------------------
    Philip Last
    Arvato Limited
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources