Hello Stephanie
Assuming the outage prompt is within an Inbound flow you may want to evaluate if setting an external tag can help you to report on these interactions External Tag Action
The external tags persist into Interaction details view so you can use for filtering within the interactions view.
Within Architect flows you can implement many scenarios for outage or temporary messaging. For example you could reference a data table to check if an outage message is active and if it is branch the flow to allow for external tag and caller to opt out of continuing further etc. Within the data table you can also reference which outage message to use...
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Thanks and regards
Blair Wilkinson
CVT (Global) Pty Ltd
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Original Message:
Sent: 06-13-2024 15:46
From: Stephanie Poole
Subject: Capture Deflection Rate From Outage Recording
I have read the documentation on journey flows, but it doesn't seem to be available for our license type (CX1 no add-ons).
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Stephanie Poole
Individual Only Contact Account
Original Message:
Sent: 06-13-2024 15:28
From: Ivan Kovacevic
Subject: Capture Deflection Rate From Outage Recording
Stephanie,
Have you looked at Journey Flows (based on Flow Milestone/Flow Outcome)
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Ivan Kovacevic
Star Telecom
www.startelecom.cloud
https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
Original Message:
Sent: 06-13-2024 09:25
From: Stephanie Poole
Subject: Capture Deflection Rate From Outage Recording
We currently have a user prompt that contains the current outage information of our organization. The prompt is manually updated every time there is an outage and this recording plays before the caller gets to our main menu. I'm curious if anyone has any ideas as to how we can capture the rate of calls that are disconnected once the caller hears the outage message (deflection). I've considered setting up milestones to monitor how far the caller gets into the menu once they hear the outage message, but ultimately I'd like to prompt the user to see if they are experiencing the outage and whether or not they still want to speak to an agent.
#ArchitectureandDesign
#Reporting/Analytics
#SystemAdministration
#Unsure/Other
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Stephanie Poole
Individual Only Contact Account
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