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  • 1.  Capture Deflection Rate From Outage Recording

    Posted 06-13-2024 09:26

    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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  • 2.  RE: Capture Deflection Rate From Outage Recording

    Posted 06-13-2024 15:29

    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-/
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  • 3.  RE: Capture Deflection Rate From Outage Recording

    Posted 06-13-2024 15:46

    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
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  • 4.  RE: Capture Deflection Rate From Outage Recording
    Best Answer

    Posted 06-14-2024 01:46

    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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  • 5.  RE: Capture Deflection Rate From Outage Recording

    Posted 06-14-2024 09:22

    For this reporting and for the Journey flows, you need to use Flow Outcome and Milestones in your flows.  This would be as easy as initiating the Outcome at the top of the flow and set the Outcome success on disconnect option in your flow.  Milestones can be used for options selected.  This will also reflect in the new Journey Flows.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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