Custom reports for Entire user IVR Journey

[joseph.james]

Hi Guys,

We have integrated the PCCE solution 11.5 to Sales force and IDaaS for Delivering ID and Verification process.

Now I have been asked to create custom report where Business can see how many callers have completed the ID&V process by displaying the complete user journey through IVR (how long caller waited in the call, which are the options caller selected the ID&V process (call outs to Sales force and IDaaS were successful and where did hung up etc..)

Any light in this area to achieve the goal is really helpful!!

[rahul.gupta1]

HI Joseph,

Yes, You can achieve this. with little Java and session of IVR.

we call it menu traversal Path normally where you have all path caller traverse and option selected by him.

you can use any action class deals with Java linked lis or session  builder etc .

Regards

Rahul