Genesys Cloud CX

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  • 1.  IVR 'Route' Counters?

    Posted 11 days ago
    Hi all,

    I'm trying to work out how to 'count' calls being routed via various IVR options.  Inbound and outbound (transferred) calls.

    I'm new to Purecloud and previously used Cisco UCCE.  Cisco used 'Call Types' (counters) which were inserted into a script at either the start or transfer point.  Reporting was easy to seclect the Call type, date etc.

    Is there anything'out of the box' in Purecloud?  Or do I have to set up some kind of manual counter?

    Cheers.
    #Routing(ACD/IVR)

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    Nick Horman
    Qantas Airways Limited
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  • 2.  RE: IVR 'Route' Counters?

    GENESYS
    Posted 10 days ago

    Use flow outcomes

    https://help.mypurecloud.com/articles/set-flow-outcome-action/

    https://help.mypurecloud.com/articles/flow-outcomes-summary-view/



    ------------------------------
    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: IVR 'Route' Counters?

    Posted 10 days ago
    Thanks @Melissa Bailey.  I don't see any 'Flow Outcomes' tab or drop down option within the defauly Architect view?

    I have searched, but can't find any The Resource Centre documentation on how to add the option....


    ------------------------------
    Nick Horman
    Qantas Airways Limited
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  • 4.  RE: IVR 'Route' Counters?

    GENESYS
    Posted 10 days ago
    it's an action you add inside a flow

    ------------------------------
    Melissa Bailey
    Genesys - Employees
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  • 5.  RE: IVR 'Route' Counters?

    Posted 10 days ago
    Thanks again @Melissa Bailey, but the Resource Centre instructions are lacking any detail on how to 'Add a Flow Outcome'.  The instructions state to add from the default Admin view.  Nowhere in the instructions does it advise to open a Flow and to add it there, nor does it explain 'how' to add it....Frustrating.
    When I do open a Flow, I see no options to Add a 'Flow Outcome'.........


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    Nick Horman
    Qantas Airways Limited
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  • 6.  RE: IVR 'Route' Counters?
    Best Answer

    Posted 10 days ago

    Hi Nick

    You will see the Flow Outcomes under Admin > Architect as below where you create the Flow Outcomes (i.e. labels if you like)


    then within the Flow itself, you use the Flow > Set Flow Outcome action



    Hope this helps.

    Cheers, Zubair



    ------------------------------
    Muhammad Zubair Awan
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  • 7.  RE: IVR 'Route' Counters?

    Posted 10 days ago
    This is brilliant, thanks Zubair.  Now it makes more sense.
    Thanks!

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    Nick Horman
    Qantas Airways Limited
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