UCCX CUIC Report on User Input

[leemir]

Is it possible to create a report in CUIC based on user input from a call menu. FOr example to see how many users are pressing 1 or pressing 2?

[bill.king1 · Accepted solution]

I think this post and the link it includes covers what you want to do?
https://community.cisco.com/t5/contact-center/create-report-to-tally-custom-variables-on-uccx/td-p/3358055 

[leemir]

Awesome! Thank you so much! This is exactly what i was looking for. Thanks again, really appreciate this community

[IP_Cartel]

The way I did it was I created a CSQ based on the menu and tied the skill to that CSQ.  For example:

Press 1 Billing

Billing_CSQ - (skill) 

Press 2 Surcharge 

Surcharge_CSQ - skill

When I generate the report for the supervisor the supervisor see's how many calls were handled for that CSQ.  The only issue with that is that some of the agents have both skills, so if caller hits either or it will get help from the same agent.  Say I accidently press 1 as a caller, but I actually meant to press 2, I would still get help. In the data it will show that I pressed 1 when I am actually getting help for menu option 2. To me it's pointless to count the number of calls for the menu.  But what do i know. I am just a guy trying to figure things out.

[leemir]

Awesome! Thank you so much! This is exactly what i was looking for. Thanks again, really appreciate this community