Contact Center - Track callers selection

[atashcraft]

I have a question on how to track the caller selection within a queue, when the queue has more then 10 options for the caller to select from. I currently have ECC setup but some of the options it will not track.

I am using UCCX v12.5.1.11001-348 (SU1-ES03)

[Elliot Dierksen]

You could store the callers selection in the CallerEnteredDigits variable. If you update the contact with that info, it should be available in the reporting database.

[Dmytro Benda]

Hello atashkraft, 

What do you mean by saying "track the caller selection within a queue"? Can you please provide more details about it? 

[atashcraft]

I would like to know if the caller selected option 1, 2, 3, or 4 before being routed to an agent. 

[Dmytro Benda]

Ok, would you like to show this value on the Finesse Agent Desktop? Or do you need the script to save it somewhere or send it via email? 

[atashcraft]

I would like to send this output to a script. 

[Dmytro Benda]

All right, let's say you have Menu like "Press 1 for Sales, Press 2 for Support, Press 3 for Account". Then in the UCCX script you will use a Menu step with the following branches

Menu
  1-Sales
     Set var1 = 1
  2-Support
     Set var2 = 2
  3-Account
     Set var3 = 3

With this configuration in every branch of the menu you use a Set step, that assigns the appropriate variable value. If you pressed 1, then Set will assign the value 1 to var1 (variable1), if you press 2, then the var2 is set to 2 and so on. 

Then you can use this var1, var2, var3 in your script. Is this what you are looking for? 

[atashcraft]

Sort of, I already have my script configured this way. My issue is that the Call Custom Variables Report will only allow you to see var1 - var10. What if I need to show var1 - var20? 

[Dmytro Benda]

Maybe, it is not possible to see in the reports the values of var11-20. If I understood it correctly, in the Set Enterprise Call Info you configured var1-10 as Call.Variable1-10, and var11-20 you tried to represent as ECC variables, right? 

But Cisco developer forum says this unfortunately (the link is below):
"While the Cisco pre-defined enterprise call variables are all written to the db_cra database and thus can be used in reporting, the ECC call variables are not written to the db_cra dabase and cannot be used in Cisco Unified CCX reporting."

https://developer.cisco.com/docs/contact-center-express/#!using-cisco-pre-defined-enterprise-call-variables/using-cisco-predefined-enterprise-call-variables

[Thomas G. Johannesen]

You can use the customvarible1 as both 1 and 11, customvaribale2 as var 2 and 12 etc, if you use the token.

Then in your report the var1 and var11 is separate with the | 

var1 | var11

Hope that make sense

[Dmytro Benda]

Great advise, Thomas, thanks. I didn't even think to offer the Tokens. Yes, this could be a way out for atashcraft. 

[garry.engle]

We use unique triggers to track IVR choice. Then it's trackable in CUIC reporting pulls for called numbers.

[Thomas G. Johannesen]

Actually - If you only use one custom Variable, then you can put in the customer choice in that one field.

Normally i use one CustomVariable to track what the customer has pressed in the IVR. If there are sub menu i use the token to seperate the menu choices

So lets say you use Custom Variable 1

The customer press 5

update the customVariable 1 with 5 on token position 0.

[Elliot Dierksen]

I agree with @Thomas G. Johannesen on this. Just pick one variable. Otherwise your reporting will be challenging. Custom variable 1 - 10, or CallerEnteredDigits are both good choices.