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  • 1.  Customer experience details

    Posted 09-25-2019 06:24
    No replies, thread closed.
    Hello,

    Would it be possible to have more details on the number of seconds the client spent on the .wav files played, by which branches of the IVR went through, DTMF choices ?

    Best regards,
    #Implementation
    #Reporting/Analytics
    #Routing(ACD/IVR)
    #PureCloud QA Episode

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    Charaf Eddine Chemlal
    Dimension Data France
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  • 2.  RE: Customer experience details

    Posted 09-26-2019 12:02
    No replies, thread closed.
    My initial thought would be -
    You do have Flow Outcomes which will track the duration between 2 points within a call flow, e.g. Menu entry and Menu exit.
    I realize there are limits on flow outcomes so not sure if this meets your need and provides the level of granularity desired.

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    Don Huovinen
    Genesys - Employees
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    Original Message


  • 3.  RE: Customer experience details

    Posted 09-26-2019 19:43
    No replies, thread closed.
    If Flow Oucomes won't work for you, you can also capture start time, end time, calculate the duration between those timestamps and store it as Participant Data.

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    Tomas Vadinsky, Cigna New Zealand
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    Original Message


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