Genesys Cloud - Main

Hello Team,

Could you please help me on how to get the performance/event reporting of IVR. Do we have granular event reporting on Architect. In other words, how can we report the customer path for each interaction within IVR, per say completed authentication, selected option 3 on main menu, selected option 2 on next menu and then selected option 5 on the third menu and hang up the call. Could we achieve this using flow outcomes?

The reason for the ask is, my client would like to use this reporting data and would like to invest time in enhancing appropriate paths within the Architect.

Thank you,
Lalitha Ammiraju.

#Reporting/Analytics
#Routing(ACD/IVR)

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Lalitha Ammiraju
Connex service
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You can use Milestones for this, but only for the empirical data, not the path.  That might be out in another phase of milestone reporting.  In other words, you can report on the number of times a selection was chosen, but the journey to get there.  

What we have done for customers is keep a running attribute that updates with each selection, so you get a long string of the journey to parse through.

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
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