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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Original Message:
Sent: 01-24-2023 09:07
From: Melissa Bailey
Subject: IVR 'Route' Counters?
Use flow outcomes
https://help.mypurecloud.com/articles/set-flow-outcome-action/
https://help.mypurecloud.com/articles/flow-outcomes-summary-view/
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 01-23-2023 18:38
From: Nick Horman
Subject: IVR 'Route' Counters?
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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