Cisco UCCX historical reports

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Created by: Steve Pelletier on 25-03-2013 02:23:20 PM
Our Call Centers Supervisors are wanting a report that shows what option on the IVR callers are pressing.  For example we receive 100 calls today they would like to see it broke down 25 pressed option 1, 25 pressed option 2 and, 50 of them pressed option 3. I am unable to find a report that will show that data.  Is it even possible to get this?  Thanks in advance.

Subject: RE: Cisco UCCX historical reports
Replied by: Senthil Kumar Natarajan on 25-03-2013 09:25:48 PM
Steve Pelletier:
Our Call Centers Supervisors are wanting a report that shows what option on the IVR callers are pressing.  For example we receive 100 calls today they would like to see it broke down 25 pressed option 1, 25 pressed option 2 and, 50 of them pressed option 3. I am unable to find a report that will show that data.  Is it even possible to get this?  Thanks in advance.

 
This is easy to accomplish in UCCE with Call types. But with UCCX the way i have done is cumbersome but possible. you would basically create seperate triggers and application for each options and point it to the same script.
So in the script it works like this
 
Start
Switch (match the called number)
   1001 - Option 1, go to 'option-1 label'
   1002 - Option 2, go to 'option-2 label'
   Default - Move to next step in the script
Play Menu
   Option 1 - send the calls to trigger 1002 
   option-1 label
      <your logic for option 1 goes in here>
   Option 2 - send the calls to trigger 1002
   option-1 label
      <your logic for option 1 goes in here>
end
 

You will have 3 application for this example above. Please note all the trigger and apps should be mapped to the same script. So they jump to appropriate menu using the switch step. Only disadvantage is , from a callers perspective they will hear a ringback (depending on how many the call is exiting and re-entering). But you acheive what you want.
App-Main mapped to trigger 1000 - This gives the total call that entered for that day
App-Main-opt1 mapped to trigger 1001 - How many picked option 1
App-Main-opt2 mapped to trigger 1002 - How many picked option 2
 
HTH
Senthil
 
 
 

Subject: RE: Cisco UCCX historical reports
Replied by: Steve Pelletier on 26-03-2013 02:21:48 PM
Senthil Kumar Natarajan:

Steve Pelletier:

Our Call Centers Supervisors are wanting a report that shows what option on the IVR callers are pressing.  For example we receive 100 calls today they would like to see it broke down 25 pressed option 1, 25 pressed option 2 and, 50 of them pressed option 3. I am unable to find a report that will show that data.  Is it even possible to get this?  Thanks in advance.


 
This is easy to accomplish in UCCE with Call types. But with UCCX the way i have done is cumbersome but possible. you would basically create seperate triggers and application for each options and point it to the same script.
So in the script it works like this
 
Start
Switch (match the called number)
   1001 - Option 1, go to 'option-1 label'
   1002 - Option 2, go to 'option-2 label'
   Default - Move to next step in the script
Play Menu
   Option 1 - send the calls to trigger 1002 
   option-1 label
      <your logic for option 1 goes in here>
   Option 2 - send the calls to trigger 1002
   option-1 label
      <your logic for option 1 goes in here>
end
 

You will have 3 application for this example above. Please note all the trigger and apps should be mapped to the same script. So they jump to appropriate menu using the switch step. Only disadvantage is , from a callers perspective they will hear a ringback (depending on how many the call is exiting and re-entering). But you acheive what you want.
App-Main mapped to trigger 1000 - This gives the total call that entered for that day
App-Main-opt1 mapped to trigger 1001 - How many picked option 1
App-Main-opt2 mapped to trigger 1002 - How many picked option 2
 
HTH
Senthil
 
 
 

 
Thank you Senthil, that sounds rather involved.  Our vendor did the initial setup I'm not sure I could tackle your solution on my own.  We may have to get them to come back and set it up that way.  Thanks again.

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