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  • 1.  Real-Time Get Number IVR Only Interactions

    Posted 12-11-2018 10:17
    No replies, thread closed.
    Hi everyone,

    Sorry if this is not a new question, but I didn't find this information explicitly.

    Is there a view where I can find how many IVR interactions are occurring in real-time? Our IVR have many options that don't require to be routed to a queue/agent, so there are some interactions that only stay in IVR.

    For example.
    Currently on IVR there are:
             IVR 1 (Call Routing 1): 5 calls
             IVR 2 (Call Routing 2): 10 calls
             Total: 15 calls.

    Thank you in advance.

    Best regards,
    Ana Laia
    #Reporting/Analytics
    #Routing(ACD/IVR)

    ------------------------------
    Ana Laia
    ACCENTURE CONSULTORES DE GESTAO SA
    ------------------------------


  • 2.  RE: Real-Time Get Number IVR Only Interactions

    Posted 12-12-2018 11:02
    No replies, thread closed.
    I would also like to be able to visualize the customers journey thru the IVR. Very similar situation.

    ------------------------------
    Jonathan Jones
    Kal Tire, LTD
    ------------------------------

    Original Message


  • 3.  RE: Real-Time Get Number IVR Only Interactions

    Posted 12-12-2018 13:46
      |   view attached
    No replies, thread closed.
    Hi Jonathan,

    By interaction you can visualize the IVR journey that the costumer took on tab Timeline, as you can see on attached image. Sorry if this is not what you are trying to achieve...

    What I'm trying to know is where I can visualize the number of interactions that are only on IVR in real-time.

    Best regards,
    Ana Laia

    ------------------------------
    Ana Laia
    ACCENTURE CONSULTORES DE GESTAO SA
    ------------------------------

    Original Message


  • 4.  RE: Real-Time Get Number IVR Only Interactions

    Posted 12-12-2018 20:53
    No replies, thread closed.
    Sounds like you are after the IVR Flow views which is on the target list from the October update.
    I am pretty sure that type view for IVR isn't due for release till the first part of 2019 but dont quote me on that period of time.



    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------

    Original Message


  • 5.  RE: Real-Time Get Number IVR Only Interactions

    Posted 12-12-2018 21:23
    No replies, thread closed.
    Hello all - 

    Darryn is correct - we are working on adding both historical and observation metrics in the API for IVR Flows as well as new views that let you visualize the destinations and outcomes of your flows.   This work is targeted for Q119,

    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


  • 6.  RE: Real-Time Get Number IVR Only Interactions

    Posted 12-13-2018 05:02
    No replies, thread closed.
    Hi everyone,

    Thank you all for your answers.

    Can you tell me if on this work it will be a view on Purecloud (not via API) that presents in real-time the number of interactions that are only passing on IVR?

    Thank you in advance.

    Best regards,
    Ana Laia

    ------------------------------
    Ana Laia
    ACCENTURE CONSULTORES DE GESTAO SA
    ------------------------------

    Original Message


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