<div dir="ltr">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.<div><br></div><div>If you're not familiar with using CCVs, then here's the high level.</div><div><br></div><div>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.</div><div><br></div><div>For example:</div><div><br></div><div>Customer Service Flow:</div><div>CCV1 = Menu Selection</div><div>CCV2 = Account Number</div><div>CCV3 = Account Balance</div><div><br></div><div>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.</div><div><br></div><div>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 This is helpful when you want to write the outcome of something after the caller is no longer active in the script.</div><div><br></div><div>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.</div><div><br></div></div><br><div class="gmail_quote"><div dir="ltr">On Mon, Mar 20, 2017 at 8:05 PM Ryan Huff <<a href="mailto:ryanhuff@outlook.com">ryanhuff@outlook.com</a>> wrote:<br></div><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
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<div class="gmail_msg">You could create a "null queue" for each option that does nothing more than passthru the transfer to the intended destination.</div>
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<div id="m_-1898208558358477525AppleMailSignature" class="gmail_msg">Then you could run reports on the "null queues" for how many calls come in to them.<br class="gmail_msg">
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<div id="m_-1898208558358477525AppleMailSignature" class="gmail_msg">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.</div>
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<div id="m_-1898208558358477525AppleMailSignature" class="gmail_msg">Thanks,</div>
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<div id="m_-1898208558358477525AppleMailSignature" class="gmail_msg">Ryan</div></div><div dir="auto" class="gmail_msg">
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On Mar 20, 2017, at 8:08 PM, "<a href="mailto:norm.nicholson@kitchener.ca" class="gmail_msg" target="_blank">norm.nicholson@kitchener.ca</a>" <<a href="mailto:norm.nicholson@kitchener.ca" class="gmail_msg" target="_blank">norm.nicholson@kitchener.ca</a>> wrote:<br class="gmail_msg">
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<p class="MsoNormal gmail_msg">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 ?<u class="gmail_msg"></u><u class="gmail_msg"></u></p>
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<p class="MsoNormal gmail_msg">Thanks<u class="gmail_msg"></u><u class="gmail_msg"></u></p>
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<p class="MsoNormal gmail_msg"><b class="gmail_msg"><span style="color:#00b050" class="gmail_msg">Norm Nicholson<u class="gmail_msg"></u><u class="gmail_msg"></u></span></b></p>
<p class="MsoNormal gmail_msg"><b class="gmail_msg"><span style="color:#00b050" class="gmail_msg">Telecom Analyst<u class="gmail_msg"></u><u class="gmail_msg"></u></span></b></p>
<p class="MsoNormal gmail_msg"><b class="gmail_msg"><span style="color:#00b050" class="gmail_msg">City of Kitchener<u class="gmail_msg"></u><u class="gmail_msg"></u></span></b></p>
<p class="MsoNormal gmail_msg"><b class="gmail_msg"><span style="color:#00b050" class="gmail_msg"><a href="tel:(519)%20741-2200" value="+15197412200" class="gmail_msg" target="_blank">(519) 741-2200 x 7000</a><u class="gmail_msg"></u><u class="gmail_msg"></u></span></b></p>
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