IVR Reports

[alan24]

Hello
Anybody setup a report that tells how many callers pressed 1, how many callers pressed 2 etc in an IVR?
Thanks
Alan

 

[janni78]

Calls should go to different topic so you'll get that in the Topic Reports.

"Trying is the first step to failure..." - Homer

 

[alan24]

Thanks for getting back to me Janni.
This wasn't requested at install, so the Topics are used in several other places, it would mean significant changes.
I was hoping there maybe something in Contact Detail Reports or using Tags/Variables?

 

[janni78]

How many presses what in an IVR is kinda useless data, the interesting thing is how many end up where.

Sure you could make a custom task report on that from that database but to get it in built-in reporting you need topics.

"Trying is the first step to failure..." - Homer

 

[alan24]

Thanks again Janni, I will speak to the customer about the changes.

 

[alan24]

Hello Janni
I have done some digging into custom reports, would this invalidate Avaya's warranty?
Thanks
Alan

 

[janni78]

No as long as you don't modify anything, they setup a ODBC connection you can use per default.

"Trying is the first step to failure..." - Homer