How to log when a menu option is selected in an IVR Script

baird.scott · ‎03-17-2015

Our business would like to track how many customers select a specific option in the menu of a CCX script. For example: Customer calls in to the IVR and selects option 2 for a password reset within the menu. My question is how to configure this within the script?

We are running UCCX 8.0.

Any help would be appreciated, thank you.

djlundberg · ‎03-17-2015

Hello-

This can be accomplished using the Set Enterprise Call Info step and use a Call Peripheral Variable which will write the information to the Historical Database.

Edit- I added a screenshot of an example.

Thanks,

DJ

baird.scott · ‎03-20-2015

Perfect, thank you!

johnirey1 · ‎03-20-2015

The other thing we sometimes will do is to actually create a queue with no agents in it. Queue the call and then dequeue the call, and you will be able to run reports on that queue to see how many calls went into it. It's a workaround, but is sometimes easier for customers in smaller environments especially.

John Irey

Tympani Inc.