IVR options reporting

Analytics and Reporting
1

We have this requirement from a client: he needs to know to which IVR option goes each call.

They have a 3-level IVR, similar to the following:

Option 1
-----Option 1 (1.1)
----------Option 1 (1.1.1)
----------Option 2 (1.1.2)
-----Option 2 (1.2)
----------Option 1 (1.2.1)
----------Option 2 (1.2.2)
Option 2
-----Option 1 (2.1)
----------Option 1 (2.1.1)
----------Option 2 (2.1.2)
-----Option 2 (2.2)
----------Option 1 (2.2.1)
----------Option 2 (2.2.2)

I understand that there is no native report or tool on the platform to perform this task. In what way can I solve the requirement, through a development? Any idea or suggestion?

2

The IVR reporting feature is currently in limited release, with the GA release tentatively scheduled for this quarter (keep an eye on the release notes). If you cannot wait, you will need to develop your own solution to log the information you want and send it to some external system. This will probably involve some combination of participant attributes and data actions and a custom external application to receive the data.

1 Like
3

The best option for collecting this data is writing the result of your menu choice to a 3rd-party data service using a data action:

4

We had success simply putting in Wrap Up Code actions in the inbound call flow for each option step, they get appended to the interactions and you can pull that info via the API. Use PowerBI to slice it and you've got your stats.
So for your example, you could have a wrap up code Option 1.1 and then another one for Option 1.1.1 and another for Option 1.1.2.
So the interaction would have the following wrap up code after the customer spoke to an agent.

Option 1.1; Option 1.1.1; Agent selected Wrap up.

Cheers,
Jonathan

2 Likes
5

Thank you Jonathan... I did it..

6

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