Reporting On Options In A Script 4

[TheCardMan]

I am building a new application in CC6, CDN routes to a primary script that give the caller 4 options to press. Option 1 would be to play an information recording to the caller so I would route the value 1 to a sub-script that sends the caller to play voice segment xyz. Options 2,3 & 4 would all send the caller to the same skillset but the name on the display would be different for each so the agents can answer based on what is on the display.

Reason for doing this is so that I can obtain reports in CC6 to tell me how many calls went to each option and thier individual application stats.

I am just unsure if in the primary script do I just send the calls using "EXECUTE SCRIPT xyz" or do I have to send them off to a new CDN and do a "Route Call" to it?

I have an existing script that sends calls to other scripts but when I do a Historical Application report the selection criteria does not show these scripts. Maybe because they are "secondary" scripts? How then do I make them primary?

Thanks in advance....

 

[fonchick]

You must route the options to a CDN that is acquired by CCM and is pointed to an application in CCMS. Reporting is only generated on applications (which are primary scripts). Reporting does not peg for secondary applications.

 

[TheCardMan]

Thank you, thats what I needed to know!

 

[Milesprower]

Many call centers put the menu in the master script just for this purpose: to get a count on how many caller chose each option. The downside is that the master script can get very large (and it is harder to debug script errors) but it does give you the reporting that you want.

 

[TheCardMan]

Thanks all, so I am told that if I go the route of pointing each option to a cdn that is aquired, then I will be pegging another call to the Master Script. How will this affect reports? If I do not do any reports on the "Master Script" and only do them on the "Application" and "Skillset" level, will that matter? I want to be sure I explain to my Call Center that if I do this, here is what will happen.....

Thanks

 

[captaingadget]

By putting the menu in the master script as Miles says, the call will be pegged just the once in the master script. You can then run applicaion reports for each menu item individually to get the stats you require.

If you do as fonchick suggests then the call will be counted twice in the master script. Both methods are equally correct, it's just a matter of which option you prefer to get the stats you need.

 

[sandyml]

You're on the right track. One thing to consider is this - you can send the initial call to a primary script that gives this menu, then routes to different CDNs. The call center folk should NOT run a report that includes the first primary script/CDN along with the others that they are routed to. They can run a report on the initial CDN/application to get a feel for total calls, if they like (though the numbers won't be identical due to hangups, etc.).

You're right that the Master Script will handle twice the number of calls as well, so they should be warned about that.

 

[TheCardMan]

OK - So if I do it the CDN route can you confirm this:

Initial CDN of Toll Free Number = 100

Goes to Opening Script: Press 1, Press 2, Press 3 blah blah blah

Press 1 = route call to cdn 222 - Queues to skillset A
Press 2 = route call to cdn 333 - Queues to skillset A
Press 3 = route call to cdn 444 - Queues to skillset A

These are all aquired cdns in the master script and they all go to a common skillset.


I can then report on the following:

Report on Aplication/CDN 100 for the total amount of calls to the client.

Report on Application/CDN 222 for the total amount of calls to that option

Report on Application/CDN 333 for the total amount of calls to that option

Report on Application/CDN 444 for the total amount of calls to that option

I will only be able to get application stats for the options as they all go to the common skillset and that skillset report would be stats for everything combined. So for an example I will not be able to get a speed of answer stat just for the calls that pressed option 2.

Correct?

 

[sandyml]

There is an average answer delay column on the Application Performance report. This will measure delay from the time the call hits the application. So, if you have a mandatory first announcement (such as "your call may be recorded or monitored"), that will be added to the time. From the caller's perspective, that is a more realistic time anyway. In the skillset report it measures the delay between the time the call was queued and when it was answered by an agent. If you don't have any first announcements, these two values may be essentially the same.

 

[captaingadget]

TheCardMan, you are correct also.

 

[TheCardMan]

Thanks all! I built the script and it is active today, so I'll check out the results in the reports. Thanks for all of your help. The forum is a great resource, I get faster response here then I do with my vendor. Hopefully one day I will be able to give back with some assistance to others as well.