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Reports for IVR script Return on Avaya

Reports for IVR script Return on Avaya

Reports for IVR script Return on Avaya

(OP)
Please does anyone know the answer to the below question on Avaya IPOCC

1. How do we see the options customers choose when they Call? how do we get the reports?

Thanks

RE: Reports for IVR script Return on Avaya

You don't get a report on the number they pressed.
You do reports on the Topics they end up in.

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

RE: Reports for IVR script Return on Avaya

Under "Main IVR" Topic tick "Display Last Topic"
Under Topic reporting report on counters that mention Last Topic ie TotNIncome TotNSucc TotNLost vs TotNIncomeLT TotNSuccLT TotNLostLT
The Main IVR Topic row in the report will display ALL calls. TotNLostLT under the main topic will show abandoned calls listening to the menu
If eg you have an IVR with 3 Options going to other topics and 100 calls come into the "Main IVR" Topic then you will have 100x TotNIncome calls
If 30 callers press option 1 then that Topic will have 30x TotIncomeLT etc etc

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