Reporting on IVR App Data

Your auto attendant will need to be configured with IVR application nodes between the appropriate interactions so that Brightmetrics can give you visibility into those selections.

Configuring IVR Apps in Mitel (ShoreTel)

In the ECC (MVCCC) script editor, you can insert IVR App nodes into the script flow. When calls hit those points in the script, an IVR App event is logged for reporting.

For example, if you currently have a phone tree like this:

You can add IVR App nodes to it like this:

You only need to add IVR App nodes to the options you want to report on, and you should name them according to the options they represent.

Reports

1. 1

   Navigate to the Reports section from the Sidebar Menu.

2. 2

   Select the ECC (MiVoice Connect Contact Center / MVCCC) tab of report templates.

3. 3

   Click the green + button in the top right corner to create a new Summary or Detail report.

   

4. 4

   Select IVR App Data.

5. 5

   Click Next, then choose whether you want a Summary or Detail report.

   

Dashboard Charts

1. 1

   Click the pencil icon on the dashboard tab you'd like to add a chart to.

   

2. 2

   Select Add Chart.

3. 3

   Choose ECC (MVCCC) from the Data Source Type dropdown.

4. 4

   Choose IVR App Data from the Data dropdown.

5. 5

   Select Okay.

   

Questions or feedback? Please email us at support@brightmetrics.com.