Cisco UCCX IVR button pressed report

[battulga.p1]

Hi experts,

Please advise me,

Our incoming call is connect to IVR. We want to know, how many users connected OUR IVR and how many click number 1 BUTTON, number 2 button etc.,

If you have any solution and any idea please share it.

many thanks.

[Ratish Kalliadan]

Hi,

You can run the Detail call by call CCDR report to know the number of calls connected to IVR and the duration etc, however we currently don't have any out of box stock report for the DTMF.

Few customer have post call survey where they collect the DTMF pressed by the caller, please see this post on how you can collect these DTMF or what number they pressed via report in the following post.

Post call survey & Reporting in UCCX

Regards,

Ratish

[Gerry O'Rourke]

Hi,

If option 1 and option 2 route to Sales Queue" "Customer Service Queue" e.g. for Sales Press 1, for Customer Service Press 2, you just need to create a two CSQs, and run a report against the CSQ.

e.g. a "Sales" CSQ and a "CustomerService" CSQ.

The Sales CSQ will be assigned the SalesSkill and the Sales agents will be assigned the Sales Skill and so get the correct calls. Similarly with Customer Service CSQ.

If the IVR does not route to a CSQ directly after option 1 and option 2, you could create a dummy CSQ, and then dequeue teh call and go to the next IVR and you can report on the dummy CSQ.

A dummy CSQ is a CSQ is a CSQ which has a skill which would not be assigned to any agents.

In summary, read and understand CSQs in the UCCX Administration and also review the CSQ reports in CUIC.

Gerry