[cisco-voip] CUIC Reporting

[Anthony Holloway]

In addition to Ryan's option, which I have seen many times in production,
you could use the Custom Call Variables to hold this little bit of extra
meta data.

If you're not familiar with using CCVs, then here's the high level.

Plan out your CCV usage for each type of call.  There's only 10 fields, and
each field only holds like 50 or so characters.

For example:

Customer Service Flow:
CCV1 = Menu Selection
CCV2 = Account Number
CCV3 = Account Balance

Then, in the Script Editor, add the Set Enterprise Info Step to the places
where you need to write the meta data to the database.  For example, after
each menu option.  What I do to track all menu presses, is I comma separate
the presses, and I give letter values to Timeout and Unsuccessful, like
this:  1,1,9,*,T,3 would represent a series of menu entries.

Keep in mind that there is like a 3-5 second window after the call has
dropped from the script (either on transfer to agent, hangup or call
redirect) where you can still write a CCV value, but after that, my
experience has shown me that the CCV will not "stick" to the record in the
DB after that.  This is helpful when you want to write the outcome of
something after the caller is no longer active in the script.

Then in your stock CCV report, you can use the % sign as a wild card, and
say like search for CCV1 = 1,1% to see which calls pressed 1 and then 1.
The stock CCV report is lacking in a few area, like summarization namely,
so you'll either have to pull the data into a spreadsheet for that, or get
into writing a custom report to do it for you.


On Mon, Mar 20, 2017 at 8:05 PM Ryan Huff <ryanhuff at outlook.com> wrote:

> You could create a "null queue" for each option that does nothing more
> than passthru the transfer to the intended destination.
>
> Then you could run reports on the "null queues" for how many calls come in
> to them.
>
> This is not very elegant and wouldn't scale very well, but works in
> limited scenarios where you're just trying to get a little visibility into
> usage patterns of the menu options.
>
> Thanks,
>
> Ryan
>
> On Mar 20, 2017, at 8:08 PM, "norm.nicholson at kitchener.ca" <
> norm.nicholson at kitchener.ca> wrote:
>
>
>
> We have a queue that allows callers to press 1,2 and 3 to transfer out of
> the queue, is there a way to report on how many times callers press these
> digits ?
>
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> Thanks
>
>
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>
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>
> *Norm Nicholson*
>
> *Telecom Analyst*
>
> *City of Kitchener*
>
> *(519) 741-2200 x 7000 <(519)%20741-2200>*
>
>
>
>
>
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