Hi Adam... I think the same concept holds true here. If you route your internal e.164 did number (via a flow or an external contact) to a flow dedicated to Transfers, you'll get a set of metrics that's similar to the flow performance:
Sr. Principal Consultant Cloud CX
Original Message:
Sent: 04-29-2024 17:12
From: Adam Kim
Subject: DNIS reporting query
Since I posted this I forgot to update on my work around.
so instead of using all of this convoluted process I have decided to create an "Inbound Call Flow" as a work around to capture the specifically only for "IVR Menu Selection" ...
So instead of when customer press #1
I created a call flow so that it transfer to a Flow > and from the flow you transfer to DID number > which then transfer to queue
then run report for "Flow Performance" and you will see the entry point or selection value.
Hope this helps somewhat... still won't answer your transfer internally part but yeah...
Goodluck on that part.
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Adam Kim
Australian Unity Group Services Pty Ltd
Original Message:
Sent: 04-26-2024 09:45
From: Dianne Gabriel
Subject: DNIS reporting query
Hi Dean,
Is it only when transferring to a number this could work? Our agents transfer to an external contact, which is an internal DID that points to a flow (in this case the DID ending in 1724), but it's not showing up to the session DNIS and it doesn't get filtered.
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Dianne
Original Message:
Sent: 04-25-2024 16:35
From: Dean Thames
Subject: DNIS reporting query
Hi Dianne... not sure of your exact use case, but typically secondary numbers show up under the "session dnis" attribute. In the workspace/interactions view, you can ass the session dnis attribute to the view and then search or filter on them that way. Give that a shot and let me know.
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Dean Thames
Sr. Principal Consultant Cloud CX
Original Message:
Sent: 04-25-2024 11:22
From: Dianne Gabriel
Subject: DNIS reporting query
Hi Dean,
I'm not the original poster from above but I have a similar question. Is there a way to capture the reports of DNIS that was transferred to?
Thank you,
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Dianne
Original Message:
Sent: 04-28-2023 15:37
From: Dean Thames
Subject: DNIS reporting query
Hi Adam...
So it sounds like you're wanting to report on calls that you transferred from one flow to another using a dnis route? Is that correct?
Thanks
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Dean Thames
Sr. Principal Consultant Cloud CX
Original Message:
Sent: 03-26-2023 04:02
From: Adam Kim
Subject: DNIS reporting query
Hi All
Hoping someone can assist me
Is there a way to capture the call to a particular DNIS number in hte IVR Menu selection?
I cant seem to get this working to show up in the DNIS report.
Example:
I assign 03XXX number to the call flow and assigned the same number in the Menu "transfer to number" in Architect Inbound call flow as well..
When I test call the IVR Menu and selected the option... nothing is showing up in the DNIS Performance report????
is there a way to go about this?
Thanks
Adam
#ArchitectureandDesign
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Adam Kim
Australian Unity Group Services Pty Ltd
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