Tracking options pressed in CCX

[ktran-anet]

Is there an easy way? A snap shot of what it looks like in your working script would save my life. I'm on CCX 4.0(5) Premium currently.

Thanks.

[Aaron Harrison]

Hi

I presumed you mean options pressed by a caller in your IVR? It's easy enough to pick an Enterprise Data variable, and after options has been selected, write into it a 'tag' which identifies the info you need. E.g. Name of the department selected, or whatever info you need to report on.

You can then run the 'Custom Variables' report and do some magic in Excel to perform whatever calculations you need, or you can go down the custom reporting route. That's really the tricky bit.

Regards

Aaron

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[ktran-anet]

Yep, just got everything covered here:

Q. Is there a way to report on menu choices?

A. You can create a custom report to show menu choices. To do so use the Set Session Info step in a workflow to store in custom variables digits entered by callers. The contents of such custom variables are stored in the customVariable fields in the CCDR. Use the information in the CCDR customVariable fields when you create custom reports.

Here is an example of how you could prepare a report to show information for a menu with three choices (1, 2, and 3):

1. For a workflow, define a variable of type session and name it this_session.

2. Place a Get Contact Info step at the beginning of the workflow.

3. Set the Session attribute to be variable this_session.

4. Define a Menu step that has three branches and place a Set Enterprise Call Info step in each branch.

5. In the General tab of the Set Enterprise Call Info step, click Add.

6. In the branch for caller-choice 1, enter 1 in the Value field, and choose Call.PeripheralVariable1 from the Name drop-down list.

7. In the branch for caller-choice 2, enter 2 in the Value field, and choose Call.PeripheralVariable2 from the Name drop-down list.

8. In the branch for caller-choice 3, enter 3 in the Value field, and choose Call.PeripheralVariable3 from the Name drop-down list.

9. Create a custom report that will show the values of the customVariable1, customVariable2, and customVariable3 fields in the CCDR.

If calls are to be transferred between workflows and multiple menu choices can be made for a single session, take care to preserve previously entered menu choices. For example, place a Get Session Info step at the beginning of the workflow. If the _ccdrVar1 variable is null, there were no previous entries. If it is not null, when you add a new choice, determine a format for associating a menu choice to a sequence number. In this way, you will be able to prepare accurate reports.