Reporting on IVR App Data

Required Subscription Add-On: Enterprise Contact Center Analytics

Required Permissions Level: View Company Data & Create On Demand Reports

 

Your auto attendant will need to be configured with IVR applications between the appropriate interactions - so that then we can turn on an IVR application data source to give you visibility into those selections.  IVR app data is not a standard data set we deploy, but we can enable it upon request.  Once Brightmetrics has turned it on you can follow the steps below to create reports around IVR app data.

  • For On Demand Reports: Navigate through your Sidebar Menu to the On Demand Reports section and select your ShoreTel ECC 2.0 tab of report templates

 

  1. You'll be creating a "New Summary" or "Detail Report" that is not a template under Standard or your Saved Reports yet
  2. You'll select "IVR App Data"
  3. Click Okay

IVR_App_Data.png

  •  For Dashboard Charts: Navigate through your Sidebar Menu to the Edit Dashboard section and select the dashboard that you'd like to add the IVR App perspective chart to
  1. Select "Create Chart"
  2. Choose "ShoreTel ECC 2.0" from the dropdown for Data Source Group
  3. Choose "IV App Data" from the dropdown for Data Source Instance
  4. Select "Okay"

IVR_App_Data_2_.png

Outside of Brightmetrics Services in ShoreTel: In the ECC script editor, you can insert IVR App nodes in the script flow. When calls hit those points in the script an IVR app event will be logged for reporting. 

For example:

If you currently have a phone tree like this:

IVR_App_Data_3_.png

 

You can add IVR Apps to it like this:

 

IVR_App_Data_4_.png

 

You only need to add IVR apps to the options you want to report on, and you would name them according to the options they are selecting.

 

We hope you find this helpful, but please let us know if we can be of additional assistance with this or any aspect of Brightmetrics reporting by emailing us at support@brightmetrics.com

 

 

 

 

 

 

 

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