UCCX menu option statistics

[Paul Austin]

Hi all, Does anyone know if you can get statistics for the number of times options in the menu step are selected by callers and how you can run a report to get these stats?

Many Thanks

[brian1mcc]

There are 2 ways of doing this ...

1 - populate one of the custom variables in the script with the option that the caller has picked. You can then run a custom call variable report. You need to use the Set Enterprise Info step in your script.

2 - Try to have a CSQ after each option in the IVR. That way you know how many callers selected each option by looking at the number of calls presented to each CSQ.

Brian

[Chris Deren]

I concur that option 1 recommedned is the best choice, alternatrively if you have Premium edition you can write it to an external database everytime an option is selected.

HTH,

Chris

[Matt Billmeier]

we had to write a custom report, however, its a pita since that report has to be pushed to each historical reports desktop.

Sent from Cisco Technical Support iPad App

[Paul Austin]

Is there a chance you could send me a snippet of a script to just guide me on my way please inc the variables?

Thanks

[brian1mcc]

Script attached. You'll need to add the set enterprise call info step after each option in the your IVR.

Then, run a custom call variables report to see what the variable was set to during the call.

Brian

[floatingpurr]

Please, note that although also Cisco describes the custom call variables approach (see here), this may lead to duplicated rows in the custom call variables report, breaking statistics (see here)

[Jamie Brown]

Hi Bill,

We are also looking to report on these custom variables. From what I can see these are set in the

ContactCallDetail table as customVariable1 through to customVariable9.

Can you confirm this is the table and columns?

Cheers

Jamie

[Thomas G. Johannesen]

Sorry wrong post