When you're looking to run reports and view information around IVR activity it can be helpful to see how that can be built out in Genesys. We'll detail the steps here below on how some basic IVR reports can be run to see how calls are flowing from your IVRs.
Step 1: Choose Reports
Step 2: Choose Sessions
Step 3: Choose Next
Step 4: Choose Detail from the Report Type Options
Step 5: Adjust your report using the Dimensions, Values, and Filters to look at the Purpose of IVR and the layout like this:
This will allow you to see the ANI/Caller ID of the caller and then where the call flowed if anywhere from the IVR. You may choose to add additional values as well but this is a good start to verify your calls are flowing as desired and make any changes needed.
Questions or concerns? Please email us at support@brightmetrics.com.
Comments
Article is closed for comments.