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New Member

UCCX Historical Reporting for specific user input

Good Afternoon,

               I have searched all over but cannot find an answer to my specific question. 

Currently we have provided our customers with a way to bypass our central queue to access an automated self help option. This option uses the "*" key on the users phone to access this system. With the previous numbers 1,2,3,4,5,6 we are able to report how many users enter that queue by using historical reporting to record the specific CSQ data. I am unable to figure out how to run a report that will show how many users are actually taking advantage of the * option.

I thought that I would try setting up a CSQ specifically for this option and then running a report off of that but i was unable to find any data because an agent does not pick up the call but an automated system. 

Is there a way to set this option up so that I can view how many times it is accessed?

 

Thanks@!

2 REPLIES
New Member

Here is a look at how my

Here is a look at how my scripting is currently setup:

 

labMain:

Menu (conContact, strPromptPrefix +strPromptSet + "01.wav")

(1)

Set strInput1 = "1"

(2)

Set strInput1 = "2"

(3)

Set strInput1 = "3"

(4)

Set strInput1 = "4"

(5)

Set strInput1 = "5"

(6)

Set strInput1 = "6"

(8)

Set strInput1 = "8"

(*)

Set strInput1 = "*"

 

labCCGroup:

Switch String ( strInput1 )

Call Center (1)

labCallCenterSelected:

Set strCSQ = "CSQ_CS_CallCenter"

Set boolGroupVMEnabled = "false"

Set strPromptNumberPreQueue = "21"

Set strPromptNumberClosed = "31"

Set inInstance = "CustServ"

Set boolPreMessage = false

Collections (2)

labCollectionsSelected:

Set strCSQ = "CSQ_CS_Collections"

Set boolGroupVMEnabled = "false"

Set strGroupVMExtension = "8950"

Set strPromptNumberPreQueue = "22"

Set strPromptNumberClosed = "32"

Set inInstance = "Collections"

Set boolPreMessage = false

Roaming (3)

labRoamingSelected:

Set strCSQ = "CSQ_CS_Roaming"

Set boolGroupVMEnabled = "false"

Set strGroupVMExtension = "8951"

Set strPromptNumberPreQueue = "23"

Set strPromptNumberClosed = "33"

Set inInstance = "Roaming"

Set boolPreMessage = false

Provisioning Support (4)

labProvisioningSupportSelected:

Set boolGroupTODCheck = false

Set strCSQ = "CSQ_CS_ProvisioningSupport"

Set boolGroupVMEnabled = "false"

Set strGroupVMExtension = "8952"

Set strPromptNumberPreQueue = "24"

Set strPromptNumberClosed = "34"

Set inInstance = "ProvSupport"

Set boolPreMessage = false

Remittance (5)

labRemittanceSelected:

Set strCSQ = "CSQ_CS_Remittance"

Set boolGroupVMEnabled = "false"

Set strGroupVMExtension = "8953"

Set strPromptNumberPreQueue = "25"

Set strPromptNumberClosed = "35"

Set inInstance = "Remittance"

Set boolPreMessage = false

Trouble Coordinator (6)

labTroubleCoordinatorSelected:

Set strCSQ = "CSQ_CS_TroubleCoordinator"

Set boolGroupVMEnabled = "false"

Set strGroupVMExtension = "8954"

Set strPromptNumberPreQueue = "26"

Set strPromptNumberClosed = "36"

Set inInstance = "TCoordinator"

Set boolPreMessage = false

APMAX (*)

labAPMAXSelected:

Set strCSQ = "CSQ_CS_GSG_APMAX" #I Added this hoping I could gather data using this CSQ

strCallingNumber = Get Call Contact Info (conContact, Calling Number)

Call Redirect (conContact to StrAPMAXext)Redirects to our automated number rather than the queue

Successful

Set Contact Info (conContact, handled)

End

Busy

Invalid

Unsuccessful

Default

New Member

I found a round about way to

I found a round about way to do this using the increment and set enterprise call info. But this seperates the report for each individual call, I would like something that will give me a count that says * was pressed X times during the specified report time. 

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