track in historical reporting when a user press a option

[DavidPeter]

I am trying to figure how to track and what report to pull that will show me say how many times a when the script is called that a say option 1 was pushed and they were transfered out either to a queue or to another phone number? I have some users requesting this data.

Thank you!

[Aaron Harrison · Accepted solution]

Hi David

The cheap and cheerful way is to do this:

1) In your script, when a user selects an option, use a 'Set Enterprise Data' step to set either one of custom variable 1-10, caller entered digits, or account number (entered digits or a custom var would make most sense) to a value that indicates the choice that was made. For example, write the string 'Option 1' if one is pressed, or 'Technical Support' if 2 is pressed and the option is 'technical support'

2) Run the Historical Reports Client and generate a 'Call Custom Variables' report. That can then be exported to Excel and filtered or pivot-tabled to find the counts of each option.

Regards

Aaron

[DavidPeter]

Thank you for your help!! I believe this will give them what they want. I actually have a couple of scripts I was using that in already to give caller presentation in the Agent. So I ran that report against those and it works great. So I will just have to edit the other ones in question and then show them how to run reports.

[Aaron Harrison]

Sounds like a plan...

Regards

Aaron