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How to get IVR Option Selected Reports by Customers

  • 1.  How to get IVR Option Selected Reports by Customers

    Posted 05-27-2021 05:29
    Hi All,

    Can anyone help me by suggesting how I can fetch out a report of "IVR options is selected by customers" ? For instance.

    If an IVR call flow has 4 options with four different numbers 1, 2, 3 and 4. If we need to know which one is being used/selected with number of times then how can get that report ?

    Best Regards,
    Goutam Mondal
    #Reporting/Analytics

    ------------------------------
    Goutam Mondal
    Humana Inc.
    ------------------------------


  • 2.  RE: How to get IVR Option Selected Reports by Customers

    Posted 05-27-2021 17:45

    That is exactly what Outcome Milestones is for.  Use them to get aggregate and cumulative information about IVR selections.   Just came out this week.  Check it out at Add a flow milestone - Genesys Cloud Resource Center (mypurecloud.com).  Not a lot of reporting on this yet, but that is what the ideas site is for, right?  For now, as always, there is the API:  /api/v2/flows/milestones




    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: How to get IVR Option Selected Reports by Customers

    Posted 07-14-2021 09:21
    Hi Robert,

    Just wanted to understand how to use Flow Milestone in a flow. We could see we are just adding flow outcome only so how it is different from adding a flow outcome.

    Some use case or a scenario can help forum understand.


    ------------------------------
    Ameya Phadtare
    Cognizant Technology Solutions India
    ------------------------------



  • 4.  RE: How to get IVR Option Selected Reports by Customers

    GENESYS
    Posted 07-14-2021 10:48
    Think of flow outcomes as a goal and milestones the steps to accomplishing it.  So if the goal is "made a payment", the steps are collect the customer's credit card #, collect the expiration date, collect the CCV, collect the zip code, collect the amount to pay, authorize payment, each of the data actions used to actually make the payment (it can take more than one), and played confirmation # to caller.  So that's 1 outcome with 8+ milestones.  The outcome analytics will tell you what percent of customers made payment and what percentage of those succeeded/failed, but milestones analytics will tell you which steps the customers did and didn't do (i.e. where did those failures come from).

    But of course you can use them for whatever you want.

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------



  • 5.  RE: How to get IVR Option Selected Reports by Customers

    Posted 07-14-2021 11:50
    Hi Melissa,
    Thanks for the updates , however can you please guide me where we can see Milestone Analytical reporting ?


    ------------------------------
    Ameya Phadtare
    Cognizant Technology Solutions India
    ------------------------------



  • 6.  RE: How to get IVR Option Selected Reports by Customers

    GENESYS
    Posted 07-14-2021 12:09
    There are no UI reports yet but you can use the api.  Use the analytics query builder https://developer.genesys.cloud/developer-tools/#/analytics-query-builder.

    For example use the Flow Aggregate and group by flowMilestoneId.
    Query will look like:
    {
    	"interval": "2021-05-26T15:49:33.819523100Z/2021-05-26T15:50:03.077368900Z",
    	"groupBy": [
    		"flowMilestoneId"
    	],
    	"metrics": [
    		"nFlowMilestone",
    		"oFlowMilestone"
    	],
    	"views": [],
    	"divisionIds": []
    }​​

    The response will look like (assuming a single milestone was used) :

    {
        "results": [
            {
                "group": {
                    "flowMilestoneId": "myFlowMilestoneIdHere",
                    "mediaType": "voice"
                },
                "data": [
                    {
                        "interval": "2021-05-26T15:49:33.819Z/2021-05-26T15:50:03.077Z",
                        "metrics": [
                            {
                                "metric": "nFlowMilestone",
                                "stats": {
                                    "count": 1
                                }
                            },
                            {
                                "metric": "oFlowMilestone",
                                "stats": {
                                    "max": 1,
                                    "min": 1,
                                    "count": 1,
                                    "sum": 1
                                }
                            }
                        ]
                    }
                ]
            }
        ]
    }


    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------



  • 7.  RE: How to get IVR Option Selected Reports by Customers

    Posted 07-14-2021 12:10
    That is in the works.  Currently you can use the analytics API to look for the number of the outcomes.  You can also use the GC CLI to get the milestone reporting until we have it in a view.  

    gc analytics flows aggregates query create

    Flow Aggregate query (genesys.cloud)
    nFlowMilestone Counter for the flow outcome milestones.
    nFlowOutcome The number of communications that had a specific flow outcome.
    nFlowOutcomeFailed Counter for the number of failed flow outcomes.
    oFlowMilestone Observed number of occurrences of a flow outcome milestone in a flow.


    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 8.  RE: How to get IVR Option Selected Reports by Customers

    Posted 06-17-2021 08:47
    Hi Goutam -
    As Robert advises, this is what the 'Flow Milestones' will be good for, once reporting is available.
    If your IVR structure is relatively simple or flat (that is, single level) then you could use 'Flow Outcomes' and report via Performance Views, but this may need some thought.
    Hope this helps,
    Mal.

    ------------------------------
    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific
    ------------------------------



  • 9.  RE: How to get IVR Option Selected Reports by Customers

    Posted 07-26-2021 05:42
    Hi All

    We (Pfizer) recently started using Genesys cloud and are trying to navigate a new system, we are very keen on reporting on the IVR journey and self serve (SS) opportunities for the customer. We have lots of SS options for customers in many countries and this is part of the challenge, some IVR's have many options to SS and we want to capture did they SS info answer their question or did they carry on to talk to us? As I understand it there are only 100 flow outcomes available per ORG, essentially we will probably need more so I am trying to understand if flow milestones will give us the extra above the 100 we need.

    Example - Doctors calls & wants vaccine stability info (what temperature to store it at), they listen to this and then have 3 options, hear again, hang up or continue to talk to an agent. What is the best way to report on this? We have not got to the APi level for this type of reporting yet.

    Any guidance you can give would be much appreciated.

    ------------------------------
    Steve Wright
    Pfizer Inc.
    ------------------------------



  • 10.  RE: How to get IVR Option Selected Reports by Customers

    Posted 07-26-2021 08:33

    Steve,

    You also have available the DNIS Performance reporting under the Performance tab.  That will show you broadly for an entry point, what happened to those calls.  For example, you might have a DID that is only available for VIP callers.  You'd be able to tell how many were answered, disconnected, how long the calls were in the IVR, how many flowed out to another flow or VM.  There are a lot of filters available to narrow down to the detail you need.

    I understand that it doesn't address how often specific options are chosen in a menu, but this is a great start.  You could also create a skill that is assigned when that option is chosen.  You will need to load that skill onto every agent who takes the calls, however ACD skills give you additional reporting and live visibility to what kind of calls are arriving in queue.  



    ------------------------------
    Nathan Smith
    ConvergeOne, Inc.
    ndsmith@convergeone.com
    ------------------------------



  • 11.  RE: How to get IVR Option Selected Reports by Customers

    Posted 07-26-2021 09:52
    HI Nathan

    Thanks I will take a look at these.

    ------------------------------
    Steve Wright
    Pfizer Inc.
    ------------------------------



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