IVR Survey Reporting

[Natasha_Walker]

21/02/2019 @ 10.50am

Hi,

I am seaking some help..

Once the customer has completed the intial call the agent manually transfers the customer to our Inbound IVR Survey, intially I set it up where the customer presses "one" etc via DTMF to record responses. All works well but how do I report on the responses as there is no further interaction with an agent to ie select different wrapcodes etc.

I also tried using the voice recognition function to see if this reported differently, when this is used it does not capture the length of time the customer spent on the line. Preference is to keep with DTFM process.

Does anyone have an example / inbound callflow I could use or any suggestions.

[tim.smith]

There isn't currently any IVR reporting, but the feature is currently in development. For now, your best bet is to wait until it's released. If you absolutely cannot wait, you must implement your own reporting.

[Natasha_Walker]

Good morning Tim,

Thank you for your response, are you able to give me an approx. timeframe ie March 2019? So I can decide whether to wait or not?

Cheers
Natasha

[tim.smith]

It's tentatively scheduled for Q2.