IVR Menu utilization Report

[muzammelhaque]

Hi,

We want to make a report based on the customer visited IVR menu. After enter the IVR ,when customer enter any digit to visit any menu, we want to count this digit for making report.

can anybody help me.

Thanks

Haque

[ra_jeshkalra_2]

Not sure wherther you have IPCCX enterprise or IPCCX.

For IPCCX, every time the customer presses, the menu option, you can track the option presses, using function called "set enterprise call info" in customer variables.Then you can generate report for customer variables, where each occurence of option pressed are indicated by one record.

Export to excel and then count the number of rows for total occurences.

[muzammelhaque]

Hi,

Thanks for the reply.

We are using IPCC Enterprise 7.1.X. Kindly provide the suggestion or any doc if available.

Regards,

Haque

[david.macias]

So, this is how I would do it.

Send the call to the first level menu in the IVR, return to ICM and set a call type based on the option pressed. Send back to IVR for second menu, go back to ICM for call type set. Repeat as needed. It's not the easiest, but probably the cleanest.

david

[muzammelhaque]

Hello David,

Thanks for the reply. We are using IPCCE 7.0.X with CVP 3.1. when Caller enter on the menu he is prompted like 1 for bill, 2 for GPRS, 3 for Payment location etc and after that caller enter 1, 2 or 3 as his requiremnts. We want to make a report that every caller enter which digit (visit which menu) and wait how many time on a perticular menu.

Kindly give some details and if possible give an example with script.

Thanks in advance.

Regards,

Haque

[cvenour]

The way we have done this previously is to create a set of identification tags, which correspond to the various IVR exit points. These tags should be person readable (ideally), and should be meaningful.

The IVR application then places this tag into one of the ICM peripheral variables when the application exits, and we use this tag for:

1. To set the Call Type - because the tag reflects the customer's choice, it is possible to use this tag for caller segmentation.

2. As a variable to display to the agent on the desktop - this allows agents to identify where the customer have exited from the IVR, and to spot exit points which are constantly causing exits.

3. As a reporting peg count - by counting the number of unique calls that carry these exit point identifiers, it is possible to analyse where calls are coming from.

The current IVR system we are working with has over 300 exit identifiers, which correspond to about 35 different call types.

Regards,

Corey.

[geoff]

Similar to Corey ....

As the call exits the CVP system it will have set an ECC variable. If this is CVP VXML, the variable is user.microapp.caller_input. This is what you branch on, setting a Call Type to reflect the caller's selection.

Set a PV (I use PV10) to a string that matches the call type because you cannot branch later on call type - I wish you could, but scripting does not allow this.

Copy the value into a CAD variable appropriately named so it displays in the workflow used by the agent at the desktop.

Regards,

Geoff

[cvenour]

>you cannot branch later on call type - I wish you could, but scripting does not allow this.

You can branch on Call Type, but it is ugly.

Call.CallTypeID is the numerical identifier corresponding to the Call Type, and it is exposed within Script Editor.

You can then use this in If nodes and even CED nodes (by setting the Call.CallerEnteredDigits first) for branching.

We've even used a DB lookup to translate Call Type names into identifiers.

The big problem, obviously, is that it is a static branch, which will need to be managed.

Regards,

Corey.