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  • 1.  report/performance view which shows the pressed key in IVR

    Posted 08-12-2021 08:59
    No replies, thread closed.
    Hi team,

    I checked a lot KPIs in Genesys Cloud Reporting/Performance View but couldn't find the right one.
    Is there report available which shows the key that was pressed in IVR? Or is there a way to set some variables in architect flow which can be displayed in a report or performance view? We've tried some ways with flow outcomes but I assume this is not made for my requirement. Do you have an idea how I can report which key was pressed in IVR or in different IVRs in one Architect flow?

    Thanks a lot!
    Tobias
    #Reporting/Analytics
    #Routing(ACD/IVR)

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    Tobias Junghans
    NTT Germany AG & Co. KG
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  • 2.  RE: report/performance view which shows the pressed key in IVR

    Posted 08-13-2021 02:39
    No replies, thread closed.
    Hi Tobias -

    At the moment, the only *real* Architect option is to use Flow Outcomes, and run a Flow Outcome report in Performance views. You could set a different Outcome for each IVR option output, but it may get a bit messy.

    Ideally, you could set Flow Milestones, however I haven't seen any confirmation these are currently reportable :(

    Hope that helps.

    Cheers,
    Mal.

    ------------------------------
    Thanks and regards,
    Malcolm Green
    Senior Contact Centre Engineer
    Nexon Asia Pacific
    malcolm.green@nexon.com.au
    ------------------------------



  • 3.  RE: report/performance view which shows the pressed key in IVR

    Posted 08-13-2021 06:51
    No replies, thread closed.
    you can select wrap up code for every option in the architect ,so it will appear in the report

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    Raghava
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  • 4.  RE: report/performance view which shows the pressed key in IVR

    Posted 08-13-2021 09:44
    No replies, thread closed.
    I'm having the same issue. And "Milestones" would be the way to go. However they do not appear in reports so it seems it's not yet fully functional yet.
    However please note that Flow outcomes/milestones is focused on "Self help" not true IVR reporting. So you might not get what you looking for later on. 

    Your best bet would be to set Attributes on the call within the flow and make a custom report. But if you don't want to customize you could always just update a table when a call passes by a menu choice. One row per menu option and then do a +1 or add a timestamp.

    I would advice to have a look at the ideas site to ask Genesys for this functionality.


    ------------------------------
    Andrew Lagarde
    KPN B.V.
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