True. I was speaking from a reporting standpoint.
So, yes, you can assign multiple wrap-up codes. You can see them in the Interaction Detail as far as which ones were chosen along the way.
I don't know if you can run a report to see them all. perhaps the Interactions view export would have them.
They definitely do not all show up in the Queue Wrap-up Summary report.
I have a task that sets three different Wrap-up codes in succession, but only the third one shows up in the Interaction Details along with the one set by the agent. Nor do all three show up in the Analytics Query. Nor in the Conversation query. probably because all three are in the same Task.
So, I'm not sure of all the quirks to know how well they would work.
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
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Original Message:
Sent: 03-05-2020 09:51
From: Todd Smith
Subject: Reporting for Menu Selctions Made
George.... Thanks for pointing this out. Im my example, we do not have the agent entering a wrap up code, as we use a different in-house system to maintain the call detail information.. The insertion of the wrap-up code is done right before the call is transferred to the queue
It is interesting that when I look at an interaction detail ... I can see 2 wrap up codes.
This information useful when a Quality Analyst is looking at the interaction detail and listening to the call recording
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Todd Smith
Envision Pharmaceutical Services, LLC
Original Message:
Sent: 03-05-2020 09:33
From: George Ganahl
Subject: Reporting for Menu Selctions Made
Regarding Wrap-up codes...remember that you can only set one Wrap-up Code per call, so you cannot track all menu choices. Just the final one.
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 03-05-2020 09:17
From: Todd Smith
Subject: Reporting for Menu Selctions Made
Here is what we do, which is very similar to Blair Wilson's response...
In this example, we have 3 major menu options... Member, Pharmacy, and All Other Calls (default option), plus whether the call was English or Spanish.
I created these Wrap-Up Codes to handle all possibilities
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Todd Smith
Envision Pharmaceutical Services, LLC
Original Message:
Sent: 03-05-2020 03:42
From: Blair Wilkinson
Subject: Reporting for Menu Selctions Made
Hello Carson
You may want to have a try using 'Set Wrapup Code' in the flow and you can report/export the wrapups from Performance->Interactions...
You would put a different wrapup after each option.
A note that the flow needs to complete for the wrapup to be saved.
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Thanks and regards
Blair Wilkinson
CVT (Global) Pty Ltd
Original Message:
Sent: 03-04-2020 12:09
From: David Holeman
Subject: Reporting for Menu Selctions Made
This would be very very helpful.
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David Holeman
HiRoad
Original Message:
Sent: 03-04-2020 11:36
From: Chris Bohlin
Subject: Reporting for Menu Selctions Made
Hey guys, wanted to weigh in a bit on this conversation. Completely understand your pain and we are kicking off work here (calling in IVR Analytics Phase 2) to address these types of reporting needs in the IVR accordingly. Right now, Robert's suggestion is probably the best way forward but I'll work to keep you all apprised of our progress/timing on the next phase of IVR analytics and hopefully we'll see something soon.
If you have any questions, feel free to reach out to me here in the community or directly via email.
Regards,
Chris
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Chris Bohlin
Product Manager - PureCloud
Original Message:
Sent: 03-03-2020 15:24
From: Carson Weaver
Subject: Reporting for Menu Selctions Made
Hi David,
I did. It's a bit top-heavy.
Each prompt on the menu is directed to a phone number going back to/thru the Routing table and separate flows.
This way I can run reports on the DNIS as well as the Flows to get counts.
Hope this helps,
Carson
Original Message------
I had the same question but found that pointing the Genesys documentation was useless because the documentation provides no practical examples. Were you able to resolve this and if so please share as I have the same reporting requirement and can't figure out how to report it.
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David Holeman
HiRoad
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