Genesys Cloud - Main

Dear colleagues,

We need to know which specific IVR option is selected in the frames of specific call. We use Milestones for IVR options and we can get the aggregate results for some time interval and for specific Callflow, but the question is, whether it is possible to have detailled information for every single call.

Best regards,

Borislav

You could add participant data for each option. Reporting is annoying in this case though, you would need to export to excel or ideally have this data fed through to your enterprise data warehouse.

There is a feature coming that will allow you to set a limited number of participant items as structured data which will make searching/filtering/reporting on those selected items easier. Though won't be retrospective. https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1190

And I'm not sure which performance views these will be available in.

Dear colleagues,

We need to know which specific IVR option is selected in the frames of specific call. We use Milestones for IVR options and we can get the aggregate results for some time interval and for specific Callflow, but the question is, whether it is possible to have detailled information for every single call.

Best regards,

Borislav

Thank you very much, Anton! Will it be possible to get these items via API also?

BR,

Borislav

You could add participant data for each option. Reporting is annoying in this case though, you would need to export to excel or ideally have this data fed through to your enterprise data warehouse.

There is a feature coming that will allow you to set a limited number of participant items as structured data which will make searching/filtering/reporting on those selected items easier. Though won't be retrospective. https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1190

And I'm not sure which performance views these will be available in.

Dear colleagues,

We need to know which specific IVR option is selected in the frames of specific call. We use Milestones for IVR options and we can get the aggregate results for some time interval and for specific Callflow, but the question is, whether it is possible to have detailled information for every single call.

Best regards,

Borislav

I don't know for sure, but considering Genesys is an API first company, it would be very odd for that data not be available through API.

And think I can gave the wrong idea link (https://genesyscloud.ideas.aha.io/ideas/ANLS-I-702)

Thank you very much, Anton! Will it be possible to get these items via API also?

BR,

Borislav

You could add participant data for each option. Reporting is annoying in this case though, you would need to export to excel or ideally have this data fed through to your enterprise data warehouse.

There is a feature coming that will allow you to set a limited number of participant items as structured data which will make searching/filtering/reporting on those selected items easier. Though won't be retrospective. https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1190

And I'm not sure which performance views these will be available in.

Dear colleagues,

We need to know which specific IVR option is selected in the frames of specific call. We use Milestones for IVR options and we can get the aggregate results for some time interval and for specific Callflow, but the question is, whether it is possible to have detailled information for every single call.

Best regards,

Borislav

I don't know for sure, but considering Genesys is an API first company, it would be very odd for that data not be available through API.

And think I can gave the wrong idea link (https://genesyscloud.ideas.aha.io/ideas/ANLS-I-702)

Thank you very much, Anton! Will it be possible to get these items via API also?

BR,

Borislav

You could add participant data for each option. Reporting is annoying in this case though, you would need to export to excel or ideally have this data fed through to your enterprise data warehouse.

There is a feature coming that will allow you to set a limited number of participant items as structured data which will make searching/filtering/reporting on those selected items easier. Though won't be retrospective. https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1190

And I'm not sure which performance views these will be available in.

Dear colleagues,

We need to know which specific IVR option is selected in the frames of specific call. We use Milestones for IVR options and we can get the aggregate results for some time interval and for specific Callflow, but the question is, whether it is possible to have detailled information for every single call.

Best regards,

Borislav

Dear colleagues,

We need to know which specific IVR option is selected in the frames of specific call. We use Milestones for IVR options and we can get the aggregate results for some time interval and for specific Callflow, but the question is, whether it is possible to have detailled information for every single call.

Best regards,

Borislav

Hi Borislav, 

Along the lines of what Anton suggested, you could also collect the data inside variables as the call moves through the flow, appending new selections to it as you go, then set that string as an External Tag. For example: 

First menu, customer selects option 1: Flow.Options = Opt1

Sub menu, customer selects option 2: Flow.Options = Append(Flow.Options, ", SubOpt2")

Set External Tag = Flow.Options

External Tag now = Opt1, SubOpt2

External tags have a character limit of 36, so you cant get too wordy. But for ivrs that don't have too many sub menus this would work. And you can filter on external tags in the interactions view. 

Dear colleagues,

We need to know which specific IVR option is selected in the frames of specific call. We use Milestones for IVR options and we can get the aggregate results for some time interval and for specific Callflow, but the question is, whether it is possible to have detailled information for every single call.

Best regards,

Borislav

Thank you very much, Dean! I don`t have an experience with tags, but I think I could do this. But again the question is, could I in this case get the information via API.

BR,

Borislav

Hi Borislav, 

Along the lines of what Anton suggested, you could also collect the data inside variables as the call moves through the flow, appending new selections to it as you go, then set that string as an External Tag. For example: 

First menu, customer selects option 1: Flow.Options = Opt1

Sub menu, customer selects option 2: Flow.Options = Append(Flow.Options, ", SubOpt2")

Set External Tag = Flow.Options

External Tag now = Opt1, SubOpt2

External tags have a character limit of 36, so you cant get too wordy. But for ivrs that don't have too many sub menus this would work. And you can filter on external tags in the interactions view. 

Dear colleagues,

We need to know which specific IVR option is selected in the frames of specific call. We use Milestones for IVR options and we can get the aggregate results for some time interval and for specific Callflow, but the question is, whether it is possible to have detailled information for every single call.

Best regards,

Borislav

Yes. All the information relating to that call, including tags and participant data are available in the Get /api/v2/conversations/{conversationId} endpoint. 

Thank you very much, Dean! I don`t have an experience with tags, but I think I could do this. But again the question is, could I in this case get the information via API.

BR,

Borislav

Hi Borislav, 

Along the lines of what Anton suggested, you could also collect the data inside variables as the call moves through the flow, appending new selections to it as you go, then set that string as an External Tag. For example: 

First menu, customer selects option 1: Flow.Options = Opt1

Sub menu, customer selects option 2: Flow.Options = Append(Flow.Options, ", SubOpt2")

Set External Tag = Flow.Options

External Tag now = Opt1, SubOpt2

External tags have a character limit of 36, so you cant get too wordy. But for ivrs that don't have too many sub menus this would work. And you can filter on external tags in the interactions view. 

Dear colleagues,

We need to know which specific IVR option is selected in the frames of specific call. We use Milestones for IVR options and we can get the aggregate results for some time interval and for specific Callflow, but the question is, whether it is possible to have detailled information for every single call.

Best regards,

Borislav

Yes, you are right. I see participant data in this end point. In this case could I use only variable? What is the advantage to have tag also?

BR,

Borislav

Yes. All the information relating to that call, including tags and participant data are available in the Get /api/v2/conversations/{conversationId} endpoint. 

Thank you very much, Dean! I don`t have an experience with tags, but I think I could do this. But again the question is, could I in this case get the information via API.

BR,

Borislav

Hi Borislav, 

Along the lines of what Anton suggested, you could also collect the data inside variables as the call moves through the flow, appending new selections to it as you go, then set that string as an External Tag. For example: 

First menu, customer selects option 1: Flow.Options = Opt1

Sub menu, customer selects option 2: Flow.Options = Append(Flow.Options, ", SubOpt2")

Set External Tag = Flow.Options

External Tag now = Opt1, SubOpt2

External tags have a character limit of 36, so you cant get too wordy. But for ivrs that don't have too many sub menus this would work. And you can filter on external tags in the interactions view. 

Dear colleagues,

We need to know which specific IVR option is selected in the frames of specific call. We use Milestones for IVR options and we can get the aggregate results for some time interval and for specific Callflow, but the question is, whether it is possible to have detailled information for every single call.

Best regards,

Borislav

The external tag can be filtered/searched upon within the Genesys supervisor and admin UI, but participant data cannot. If a supervisor needed to know how many people chose option 1, then 2, they could filter on calls with an external tag of 'Opt 1, SubOpt 2' or however you formatted your text. 

Yes, you are right. I see participant data in this end point. In this case could I use only variable? What is the advantage to have tag also?

BR,

Borislav

Yes. All the information relating to that call, including tags and participant data are available in the Get /api/v2/conversations/{conversationId} endpoint. 

Thank you very much, Dean! I don`t have an experience with tags, but I think I could do this. But again the question is, could I in this case get the information via API.

BR,

Borislav

Hi Borislav, 

Along the lines of what Anton suggested, you could also collect the data inside variables as the call moves through the flow, appending new selections to it as you go, then set that string as an External Tag. For example: 

First menu, customer selects option 1: Flow.Options = Opt1

Sub menu, customer selects option 2: Flow.Options = Append(Flow.Options, ", SubOpt2")

Set External Tag = Flow.Options

External Tag now = Opt1, SubOpt2

External tags have a character limit of 36, so you cant get too wordy. But for ivrs that don't have too many sub menus this would work. And you can filter on external tags in the interactions view. 

Dear colleagues,

We need to know which specific IVR option is selected in the frames of specific call. We use Milestones for IVR options and we can get the aggregate results for some time interval and for specific Callflow, but the question is, whether it is possible to have detailled information for every single call.

Best regards,

Borislav

You mean this filter?

The external tag can be filtered/searched upon within the Genesys supervisor and admin UI, but participant data cannot. If a supervisor needed to know how many people chose option 1, then 2, they could filter on calls with an external tag of 'Opt 1, SubOpt 2' or however you formatted your text. 

Yes, you are right. I see participant data in this end point. In this case could I use only variable? What is the advantage to have tag also?

BR,

Borislav

Yes. All the information relating to that call, including tags and participant data are available in the Get /api/v2/conversations/{conversationId} endpoint. 

Thank you very much, Dean! I don`t have an experience with tags, but I think I could do this. But again the question is, could I in this case get the information via API.

BR,

Borislav

Hi Borislav, 

Along the lines of what Anton suggested, you could also collect the data inside variables as the call moves through the flow, appending new selections to it as you go, then set that string as an External Tag. For example: 

First menu, customer selects option 1: Flow.Options = Opt1

Sub menu, customer selects option 2: Flow.Options = Append(Flow.Options, ", SubOpt2")

Set External Tag = Flow.Options

External Tag now = Opt1, SubOpt2

External tags have a character limit of 36, so you cant get too wordy. But for ivrs that don't have too many sub menus this would work. And you can filter on external tags in the interactions view. 

Dear colleagues,

We need to know which specific IVR option is selected in the frames of specific call. We use Milestones for IVR options and we can get the aggregate results for some time interval and for specific Callflow, but the question is, whether it is possible to have detailled information for every single call.

Best regards,

Borislav

Yup!

You mean this filter?

The external tag can be filtered/searched upon within the Genesys supervisor and admin UI, but participant data cannot. If a supervisor needed to know how many people chose option 1, then 2, they could filter on calls with an external tag of 'Opt 1, SubOpt 2' or however you formatted your text. 

Yes, you are right. I see participant data in this end point. In this case could I use only variable? What is the advantage to have tag also?

BR,

Borislav

Yes. All the information relating to that call, including tags and participant data are available in the Get /api/v2/conversations/{conversationId} endpoint. 

Thank you very much, Dean! I don`t have an experience with tags, but I think I could do this. But again the question is, could I in this case get the information via API.

BR,

Borislav

Hi Borislav, 

Along the lines of what Anton suggested, you could also collect the data inside variables as the call moves through the flow, appending new selections to it as you go, then set that string as an External Tag. For example: 

First menu, customer selects option 1: Flow.Options = Opt1

Sub menu, customer selects option 2: Flow.Options = Append(Flow.Options, ", SubOpt2")

Set External Tag = Flow.Options

External Tag now = Opt1, SubOpt2

External tags have a character limit of 36, so you cant get too wordy. But for ivrs that don't have too many sub menus this would work. And you can filter on external tags in the interactions view. 

Dear colleagues,

We need to know which specific IVR option is selected in the frames of specific call. We use Milestones for IVR options and we can get the aggregate results for some time interval and for specific Callflow, but the question is, whether it is possible to have detailled information for every single call.

Best regards,

Borislav

Dear colleagues,

We need to know which specific IVR option is selected in the frames of specific call. We use Milestones for IVR options and we can get the aggregate results for some time interval and for specific Callflow, but the question is, whether it is possible to have detailled information for every single call.

Best regards,

Borislav

This is one of those cases where I like the everything approach, to meet the needs of each audience.

I'll set an external tag if the IVR is not too deep to hit the character limit, as well as milestones so we can get our aggregate data easily. We also set participant data for each path in the menu, including no input or invalid choices, allowing supervisors to see the customer choice when they drill into a call in their UI as well as for our analytics nerds to process after extracting the data via the API as Dean mentioned.

Dear colleagues,

We need to know which specific IVR option is selected in the frames of specific call. We use Milestones for IVR options and we can get the aggregate results for some time interval and for specific Callflow, but the question is, whether it is possible to have detailled information for every single call.

Best regards,

Borislav