Thanks, Melissa. I have tried looking @ the flow outcome performance analytics view. I guess I need some help interpreting this report. How would I measure how many calls entered and successfully self serviced without getting transferred to an agent?
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Jeremy Walts
EmblemHealth
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Original Message:
Sent: 10-11-2023 09:44
From: Melissa Bailey
Subject: Self Service IVR Reporting
Use flow outcomes
https://help.mypurecloud.com/articles/add-a-flow-outcome/
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 10-11-2023 09:40
From: Jeremy Walts
Subject: Self Service IVR Reporting
Hello! Of the total IVR calls that come in, how do we identify the number of IVR calls that were the customer Self-Serviced without ever transferring to an agent. Also, for the calls that Self-Serviced, how do we identify what categories they Self-Serviced for?
#Reporting/Analytics
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Jeremy Walts
EmblemHealth
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