I have a UserData key called CallerIntent that has values associated to the IVR menu selection made by the caller. For the sake of this case, lets say that there are 3 IVR menu options and that the values assigned to CallerIntent can be one of DeskPhone, Mobile, OtherIssues. I want to display statistics on the number of calls that were received for each of the 3 types of CallerIntent. It would look something like:
DeskPhone 10
Mobile 17
OtherIssues 24
I tried the following:
1) In Pulse Stat Server, I created a statistic called Total_Calls_Grouped (yes, like in the Pulse Help manuals)
2) I created a custom widget that is a clone of a Queue KPI Widget. The thought here is that the stat collector will gather the number of calls for each type of CallerIntent that is entering the queue. Since this is collected at the queue level, then it should be a matter of creating 3 new statistics for Queue KPI (DeskPhone, Mobile, OtherIssues). This is my attempt at creating a statistic for OtherIssues:
I don't have a formula and the display format is number. I tried it with the User Data checkbox set to True and that still does not work. The
warning message I get is "statistic request failed" [not a very helpful message].
Can this be done in Pulse? If yes, what specifically do I need to configure to make this work?
Thanks,
#ArchitectureandDesign#Reporting/Analytics------------------------------
Nelson Boychuk
Tykans Group Inc
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