katrina | 2019-11-05 23:02:04 UTC | #1
We would like to be able to create an outbound dialling campaign that connects callers to an IVR that will ask the customer if they agree to participating in a survey, for example the caller will be asked press option 1 for Yes, Press option 2 for No. We would then like to be able to collate the responses received so that the callers who have selected option 1 for yes are able to be contacted by an external party at a later date.
Is this possible with the current Purecloud 2 system? If yes, is the option to report on DTMF responses received available now. We looked into this in Feb 2019 and it was in the works for Q2, however cannot see much more on the topic.
Thanks
tim.smith | 2019-11-06 14:56:38 UTC | #2
IVR flow reporting is only available at an aggregate level. You can request new features at https://purecloud.ideas.aha.io/ideas.
To collect this data, you'll need to implement something to collect it as part of the flow's design. Depending on your use case, you could store the information as participant attributes on the conversation and retrieve them later or use a data action to call a web service of your own design that will track the information.
system | 2019-12-06 14:56:41 UTC | #3
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