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New Member

reporting on IVR survey

  we are running ICM 7.1.4 with ccm 4.2.3 and CVP 3.1 (no vxml server) H323. we have a business requirement which is to transfer the customer to an IVR survey tree and to collect the CED from the customer to get the result of the survey. so in conclusion the business wants a report that contains the caller ID,the the options choosen(CED),the agent name(the agent who transfer the customer to the survey or the agent ID) the survey has 3 IVR call types which reflected by 3 ICM scripts. accordingly we implemented the call types and the scripts and we used NVRU type 10 (cvp warm transfer) from call type that skill group is configured we are able to know the agent ID but when the agent tranfer the customer to the  survey call type there is no record for agent who made the tranfer while the other requirement are available(ANI and Ced) is there any way to get the Agent ID in survey call type.

4 REPLIES

reporting on IVR survey

Not automatically, the way I see if you have two options.

1. Customize the desktop to attached the agent ID to the call data upon transfer to the survey.  You could do it by customizing the transfer button. (Assuming CTIOS).

2. Try to corrolate the timestamp of the survey with the calls the agent received at that time.  You could use the ANI as your lookup to try and match up what ANI talked to which agent.

david

New Member

reporting on IVR survey

dear david

can you elaborate option 2.

reporting on IVR survey

Well you have the time stamp of when the call arrived to an agent and you know the ANI.  Then when the call is transferred to the survey you will know the timestamp and the ANI of the responses.  You will then have to marry those up to see which agent spoke with which ANI.  It will not be exact if the customer called multiple times in a short period or if the ANI is not available, however you could also attach the router call key to the call to ensure you always have a unique identifier.

david

New Member

reporting on IVR survey

dear David

sorry for the question but where I can find this time stamp and how I can do what you have suggested in term of configuration.

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