Genesys Cloud (formerly PureCloud)

Discussion Thread View
Expand all | Collapse all

Reporting for Menu Selctions Made

  • 1.  Reporting for Menu Selctions Made

    GCAP Member
    Posted 01-29-2020 17:12
    Hi All,

    I've made a simple Attendant with four options and a couple of subs.

    Menu

    Press 1 - plays a message
    Press 2 - Routes to a Group
    Press 3, then 1 - transfers to Dept. 1
    Press 3, then 2 - transfers to Dept. 2
    Press 4  - transfers to Dept. 3.



    We're looking to report on the number of times each selection is made.

    I was looking at Flow Outcomes, but can't place a task in a menu without a DTMF.


    Any advice you can offer is greatly appreciated.

    Thank you,
    Carson
    #ArchitectureandDesign

    ------------------------------
    Carson Weaver
    The RealReal Inc
    ------------------------------


  • 2.  RE: Reporting for Menu Selctions Made

    Posted 02-17-2020 00:54
    You will want to use Flow Outcome views for this and set up Glow Outcomes to track it.

    https://help.mypurecloud.com/articles/flow-performance-views-overview/

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



  • 3.  RE: Reporting for Menu Selctions Made

    GCAP Member
    Posted 03-03-2020 11:55
    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.

    ------------------------------
    David Holeman
    HiRoad
    ------------------------------



  • 4.  RE: Reporting for Menu Selctions Made

    Posted 03-03-2020 14:59
    I have an idea and a request into Genesys to allow Flow Outcomes to be defined at a Menu selection, but that might take a while.  In the meantime, use a Task as the menu selection, put the Flow Outcome in the Task and route as you would in the Menu.

    Flow with Task to call Flow Outcome


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



  • 5.  RE: Reporting for Menu Selctions Made

    GCAP Member
    Posted 03-03-2020 15:25

    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

     






  • 6.  RE: Reporting for Menu Selctions Made

    GENESYS
    Posted 03-04-2020 11:37
    Edited by Chris Bohlin 03-04-2020 11:36
    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

    ------------------------------
    Chris Bohlin
    Product Manager - PureCloud
    ------------------------------



  • 7.  RE: Reporting for Menu Selctions Made

    GCAP Member
    Posted 03-04-2020 12:10
    This would be very very helpful.

    ------------------------------
    David Holeman
    HiRoad
    ------------------------------



  • 8.  RE: Reporting for Menu Selctions Made

    Posted 03-05-2020 03:43
    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.

    ------------------------------
    Thanks and regards
    Blair Wilkinson
    CVT (Global) Pty Ltd
    ------------------------------



  • 9.  RE: Reporting for Menu Selctions Made

    Posted 03-05-2020 09:18
    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

    This example covers an English Member call

    Member call example


    ------------------------------
    Todd Smith
    Envision Pharmaceutical Services, LLC
    ------------------------------



  • 10.  RE: Reporting for Menu Selctions Made

    GENESYS
    Posted 03-05-2020 09:33
    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.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 11.  RE: Reporting for Menu Selctions Made

    Posted 03-05-2020 09:50
    I have customers using several wrap-up codes so they can filter calls based on the codes in Interactions.  I set them in the IVR when selections are chosen and use buttons in a script to assign them so agents can use multiple ones.

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



  • 12.  RE: Reporting for Menu Selctions Made

    Posted 03-05-2020 09:51
    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

    ------------------------------
    Todd Smith
    Envision Pharmaceutical Services, LLC
    ------------------------------



  • 13.  RE: Reporting for Menu Selctions Made

    GENESYS
    Posted 03-05-2020 09:56
    Edited by George Ganahl 03-05-2020 11:02
    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.


    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 14.  RE: Reporting for Menu Selctions Made

    Posted 4 days ago
    Edited by Monica Michaud 4 days ago
    @Chris Bohlin we have customers looking for the ability to report on various menu selections as well, but we already have their call flows built with the reusable menus structures and would like to avoid rebuilding these call flows if possible. Are there any updates around the Analytics Phase 2 work you described above that might allow us to add flow outcomes to menu options or another way to report on menu options selected?​

    ------------------------------
    Monica Michaud
    Koch Business Solutions
    ------------------------------



  • 15.  RE: Reporting for Menu Selctions Made

    GENESYS
    Posted 4 days ago
    Hi Monica - thanks for reaching out.  Do each of your menus also have outcomes in them?  (Initialize outcome at the start and set outcome at the end?)  If so, you'd be able to sprinkle milestones inside of each and then report on them.

    I'm not sure that helps answer you question to be honest.

    Could you let me know?

    ------------------------------
    Chris Bohlin
    Product Manager - PureCloud
    ------------------------------