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Need some help in getting at IVR-related reporting. I have an IVR flow that prompts the caller for their account number, which is then used in a Call Data Action. The web service does a data dip against our CRM and returns a value to the IVR flow, which is used to route the call accordingly via a switch action. I need to report on the volume of calls into the flow that are transferred to each of the specified numbers. I feel as though there are a few different ways that could be used, but am not sure how to actually get the results for any
* Path followed in the switch (Case 1, Case 2, etc)
* Value returned by the web service (1, 2, etc)
* Calls into the flow that are transferred to a specific phone number 

Thus far I've tried the Flow and Interaction performance views. I'd thought to attempt a DNIS performance view based on the number the call is transferred to but am looking for monthly numbers and the view will not load. 

#Reporting/Analytics
#Routing(ACD/IVR)

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
------------------------------

You need to check out the Flow Outcomes and reporting related to that.  Create some Outcomes that describe what is being selected and place them in the flow.  Now you will be able to run reports on Flow Outcomes and destinations.

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

Original Message:
Sent: 06-01-2020 16:35
From: Emily Kammerer
Subject: IVR Transfer Reporting

Need some help in getting at IVR-related reporting. I have an IVR flow that prompts the caller for their account number, which is then used in a Call Data Action. The web service does a data dip against our CRM and returns a value to the IVR flow, which is used to route the call accordingly via a switch action. I need to report on the volume of calls into the flow that are transferred to each of the specified numbers. I feel as though there are a few different ways that could be used, but am not sure how to actually get the results for any
* Path followed in the switch (Case 1, Case 2, etc)
* Value returned by the web service (1, 2, etc)
* Calls into the flow that are transferred to a specific phone number

Thus far I've tried the Flow and Interaction performance views. I'd thought to attempt a DNIS performance view based on the number the call is transferred to but am looking for monthly numbers and the view will not load.

Screenshot of the task in the flow in case it is helpful

#Reporting/Analytics
#Routing(ACD/IVR)

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
------------------------------

I've been messing with writing to data tables for this as well.... 
Flow outcomes are cool because you can report on them, but they're also binary, so are limited in what you can write to them. 
I think there are some limitations on how many you can have and deleting them too.

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

Original Message:
Sent: 06-01-2020 16:35
From: Emily Kammerer
Subject: IVR Transfer Reporting

Need some help in getting at IVR-related reporting. I have an IVR flow that prompts the caller for their account number, which is then used in a Call Data Action. The web service does a data dip against our CRM and returns a value to the IVR flow, which is used to route the call accordingly via a switch action. I need to report on the volume of calls into the flow that are transferred to each of the specified numbers. I feel as though there are a few different ways that could be used, but am not sure how to actually get the results for any
* Path followed in the switch (Case 1, Case 2, etc)
* Value returned by the web service (1, 2, etc)
* Calls into the flow that are transferred to a specific phone number

Thus far I've tried the Flow and Interaction performance views. I'd thought to attempt a DNIS performance view based on the number the call is transferred to but am looking for monthly numbers and the view will not load.

Screenshot of the task in the flow in case it is helpful

#Reporting/Analytics
#Routing(ACD/IVR)

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
------------------------------

For example, here is the post with sample attributes. 



{
"Data Two": "Info for data two",
"Data One": "Info for data one",
"key": "123456"
}

the data accumulated in the table and can then be exported for further analysis. 

Notes:

• The number of data tables allowed in a single organization is 50.
• The number of data rows allowed in a single table is 5000.
• The number of fields allowed in a single table is 50.
• The number of characters allowed in a single reference key is 256.

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

Original Message:
Sent: 06-15-2020 07:30
From: Dean Thames
Subject: IVR Transfer Reporting

I've been messing with writing to data tables for this as well....
Flow outcomes are cool because you can report on them, but they're also binary, so are limited in what you can write to them.
I think there are some limitations on how many you can have and deleting them too.

------------------------------
Dean Thames
Koch Business Solutions

Original Message:
Sent: 06-01-2020 16:35
From: Emily Kammerer
Subject: IVR Transfer Reporting

Need some help in getting at IVR-related reporting. I have an IVR flow that prompts the caller for their account number, which is then used in a Call Data Action. The web service does a data dip against our CRM and returns a value to the IVR flow, which is used to route the call accordingly via a switch action. I need to report on the volume of calls into the flow that are transferred to each of the specified numbers. I feel as though there are a few different ways that could be used, but am not sure how to actually get the results for any
* Path followed in the switch (Case 1, Case 2, etc)
* Value returned by the web service (1, 2, etc)
* Calls into the flow that are transferred to a specific phone number

Thus far I've tried the Flow and Interaction performance views. I'd thought to attempt a DNIS performance view based on the number the call is transferred to but am looking for monthly numbers and the view will not load.

Screenshot of the task in the flow in case it is helpful

#Reporting/Analytics
#Routing(ACD/IVR)

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
------------------------------

Thanks for the info! I'll check this out. I ended up needing some data in a pinch, and ended up hobbling it together filtering on sessiondnis in the interactions panel. Not ideal, but it got me what I needed in a roundabout way. As it happens, the third party vendor I use for data extraction made updates to their data tables to include 'transfer to' numbers, so I'm excited to put some reporting together and see what there is to see.

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
------------------------------

Original Message:
Sent: 06-15-2020 08:20
From: Dean Thames
Subject: IVR Transfer Reporting

For example, here is the post with sample attributes.

/api/v2/flows/datatables/{your data table id here}/rows

{
"Data Two": "Info for data two",
"Data One": "Info for data one",
"key": "123456"
}

the data accumulated in the table and can then be exported for further analysis.

Notes:

• The number of data tables allowed in a single organization is 50.
• The number of data rows allowed in a single table is 5000.
• The number of fields allowed in a single table is 50.
• The number of characters allowed in a single reference key is 256.

------------------------------
Dean Thames
Koch Business Solutions

Original Message:
Sent: 06-15-2020 07:30
From: Dean Thames
Subject: IVR Transfer Reporting

I've been messing with writing to data tables for this as well....
Flow outcomes are cool because you can report on them, but they're also binary, so are limited in what you can write to them.
I think there are some limitations on how many you can have and deleting them too.

------------------------------
Dean Thames
Koch Business Solutions

Original Message:
Sent: 06-01-2020 16:35
From: Emily Kammerer
Subject: IVR Transfer Reporting

Need some help in getting at IVR-related reporting. I have an IVR flow that prompts the caller for their account number, which is then used in a Call Data Action. The web service does a data dip against our CRM and returns a value to the IVR flow, which is used to route the call accordingly via a switch action. I need to report on the volume of calls into the flow that are transferred to each of the specified numbers. I feel as though there are a few different ways that could be used, but am not sure how to actually get the results for any
* Path followed in the switch (Case 1, Case 2, etc)
* Value returned by the web service (1, 2, etc)
* Calls into the flow that are transferred to a specific phone number

Thus far I've tried the Flow and Interaction performance views. I'd thought to attempt a DNIS performance view based on the number the call is transferred to but am looking for monthly numbers and the view will not load.

Screenshot of the task in the flow in case it is helpful

#Reporting/Analytics
#Routing(ACD/IVR)

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
------------------------------