UCCX Premium 10.6 IVR which menu was used,which button was pressed issue.

[D_Lebedev]

Hi,

We're using CCX 10.6 Premium.

I've been asked for provide some statistics,how many times which menu was selected and etc.

Most of  select steps used route customer not to CSQ or transfer,but just some informational menu with wav welcome prompt.

Is there any way create detailed report-how many times was used exact menu by entering digits?

Thanks in advance.

[Chintan Gajjar · Accepted solution]

If you do google search, there are lot many thread which can help you out with solution on UCCX menu reporting.

https://supportforums.cisco.com/discussion/12316546/uccx-reporting-menu-options

https://supportforums.cisco.com/discussion/11399496/track-menu-selection-uccx-script

https://supportforums.cisco.com/discussion/11387826/uccx-menu-option-statistics

https://supportforums.cisco.com/discussion/11387826/uccx-menu-option-statistics

https://supportforums.cisco.com/discussion/12471736/uccx-ivr-menu-reporting

if i have to do that, i would record customer choice in some Peripheral variable and create custom report in CUIC to report on those data.

[tannerezell · Accepted solution]

ContactView for UCCX (www.contactview.com) provides this functionality though right now output is in text format:

This is often more useful than other approaches because first, it requires no changes to scripts, no ECC variables or otherwise. Also, it reports on the key pressed, not the menu option selected, so you can see how many times a non-option key is selected at a menu.

Graphical reports that show the flow of option selected from one menu to the next will be coming to the platform shortly.

Regards,

Tanner Ezell