Scripting Query - Count of calls hitting certain points of a script

[aineog1]

Hi,

I have a script with three menu prompts in it. If the customer fails to choose an option in any of the menus it will default to an agent - in this scenario the call takes 105 seconds to get to an agent. If the customer chooses an option, the wait time to get to an agent is significantly shorter.

I want to put on a count to check how many customers choose an option on each of the menus. i.e. x customers exit the script on menu 1, x on menu 2, x default. The reason I want to do this is to figure out what is the best threshold to apply on the application - I am pretty certain that no one would wait to default to the agents so I don't want to set the Threshold to the max as the SLAs will end up skewed in favour of the agents.

I was thinking of putting a counter at the end of each prompt which increments if the call slips through to the next menu - would there be a report I could run to check the value of that variable? Or is there a cleaner way to do this?

Thanks for any help!

A

 

[hached]

There is no way to pull a report on the value of a variable to the best of my knowledge.

One way to tackle this is for each option in your menu to transfer to a CDN which would then come back into your contact center and execute the appropriate script, you would then be able to pull CDN reports to give you the number of calls that went to each menu option.

 

[aineog1]

Thanks Hached:
I was hoping to avoid the CDN way because the are so many different scenarios but I guess I will have to start programming individual CDNs!

Thanks again for the help.

 

[effort1584]

I am with you on the CDN re-route. I hate looping calls like this, though I understand it is easy to accomplish. You can use the Host Data Exchange function (a.k.a. Database Integration Wizard) to capture data about the keys pressed in a menu.

 

[StanleySteamer]

You could also capture keypresses in the Call-by-Call data. With some effort you could set up a query in Excel or something to pull the data a regular basis.