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  • 1.  Self Service IVR Reporting

    Posted 10-11-2023 09:40
    No replies, thread closed.

    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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  • 2.  RE: Self Service IVR Reporting

    Posted 10-11-2023 09:45
    No replies, thread closed.

    Use flow outcomes
    https://help.mypurecloud.com/articles/add-a-flow-outcome/



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    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: Self Service IVR Reporting

    Posted 10-11-2023 09:53
    No replies, thread closed.

    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


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