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  • 1.  Is there a report to determine if the company directory is used in the IVR?

    Posted 04-22-2025 11:29
    No replies, thread closed.

    Is there a way to determine if the company directory is used in the IVR? The business IVR isn't implicit on when to use that speech recognition feature in the IVR but they want to know if there a way to tell in a report if that feature was used in the IVR menu.


    #Reporting/Analytics


  • 2.  RE: Is there a report to determine if the company directory is used in the IVR?

    Posted 04-22-2025 16:53
    No replies, thread closed.

    Hello Jason,

    I'm not sure if we have a report like that off of the top of my head but I have moved your question to our Reporting and Analytics community so the experts there can weigh in.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Is there a report to determine if the company directory is used in the IVR?
    Best Answer

    Posted 04-23-2025 04:26
    No replies, thread closed.

    Hi Jason,

    I don't think there is a default report that would show this, but I think you may be able to use a flow milestone to capture when its has been used.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 4.  RE: Is there a report to determine if the company directory is used in the IVR?

    Posted 04-23-2025 08:58
    No replies, thread closed.

    Thanks so there no way to know unless it goes through a milestone before they say the name of the agent they want. 


    Original Message


  • 5.  RE: Is there a report to determine if the company directory is used in the IVR?

    Posted 04-23-2025 09:21
    No replies, thread closed.

    Not that I am aware of, maybe someone else in the community can confirm if they have found a better way of reporting this.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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