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  • 1.  Designer 9 - reporting on IVR menu choice

    Posted 02-10-2020 09:06
    Hi folks

    I am implementing a new IVR input (very basic DTMF). How can I easily pull reports (into excel) on how many just listened to the instructions vs chose option 2?

    The input msg goes something like this:

    To reset your password do this.....blah blah blah  (varSuccess)
    If you are still having difficulty, press 2 (varPWD)

    • As you can see, the 1st option is just a message. No input required
     I have the two vairiables
    varPWD and varSuccess

    The varPWD captures the input DTMF choice ( press 2, goes to queue)
    The varSuccess captures the no input 

    I need to capture and export those variables amounts EASILY into excel somehow. How can I do it?

    Thanks for any help


    #Reporting/Analytics
    #System Administration

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    Monique Morel-Peseski
    System Administrator
    Messer Canada Inc.
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  • 2.  RE: Designer 9 - reporting on IVR menu choice

    Posted 02-25-2020 23:20
    If you want to keep them more than the 90 days in designer analytics, then you have to add milestones.  Unfortunately, the call will go through the IVR flow path so fast, there isn't really much time in between the customer hearing the message and hanging up.  The only solution I see would be adding an option to have the customer confirm that the message played solved their question.

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    Austin Brigham
    WHIRLPOOL CORPORATION
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