Finesse report of menu choices selected

[SteveK066]

My customer asked if there's a report for just options chosen on a CCX script menu, specifically choices that just play an informational prompt. A 'trigger' of some sort would need to be configured, correct? I  saw a Priority Summary report - maybe entering a priority level before the prompt would log and be available in a report?

[SteveK066 · Accepted solution]

Three new 'empty' queues were created to log the choices made. The results can be seen in the Contact Service Queue Activity Report. No agents are assigned to these queues. I explained to the customer if a report for all queues of the Team is run, the total number in Calls Presented will include the number of times choices for the 3 menu choices were made, as well as those choices logging an abandoned call. Easy enough to subtract those or just run the report for the empty queues only. 

Another method is setting the script to log when a prompt was heard, and using the Calls Custom Variable Report which will provide a total. 

[Roger Kallberg · Accepted solution]

You can set a peripheral variable in each menu selection option and that can then be used as a criteria when running reports.

[SteveK066]

Like this? I added SetEnterprise Call Info.... in the script and saw it in the Call Custom Variables Report 

[Roger Kallberg · Accepted solution]

It was awhile ago, but if memory serves me that looks correct.