UCCX IVR Menu Reporting

[James Carlson]

Hello! A while back, our Contact Center Supervisor asked if there was a way to pull reports on how many times a menu option on our IVR is pressed.

We found a away using variables listed here:

https://supportforums.cisco.com/discussion/11462656/reporting-question

While that process does work, it is time consuming and tedious having to manually add the totals from the report.

Has anyone else found a quicker way to compile this data? Is there possibly a 3rd party software that does this?

Any help is greatly appreciated. Thanks.

[djlundberg]

Hi James-

What version and licensing do you have for UCCX?

Thanks,

DJ

[James Carlson]

Hi DJ,

Cisco Unified CCX Premium v9.0.2.11002-27, high availability, running on C220 servers.

[djlundberg]

Hi James-

I have typically done it using the method that you detailed, but obviously that is only useful to the individual call and not so great for seeing trends.  You could configure an external database integration and  write the information to a database and create reporting around that.  You could do something similar by using the some of the HTTP steps to build a URL, but this would. 

Here are some good references for how to configure the Database Subsystem as well as how to use each of the Database steps or HTTP steps which would also require some development.

Cisco Unified CCX Administration Guide, Release 9.0(2) (Provisioning of Database Subsystem section)

Cisco Unified Contact Center Express Getting Started with Scripts, Release 9.0(1)

Cisco Unified Contact Center Express Editor Step Reference Guide, Release 9.0(1)

Thanks,

DJ

[battulga.p1]

Hellos James, 

Would you solve "how many times a menu option on our IVR is pressed"  ?

Please advise me how to solve it ? 

If you have working well script please share :)