QueueMetrics > Running QueueMetrics

Tracking IVR Response

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loanservices:
We have just implemented a new IVR for users who would like to hear the latest news about our company.  Is there any way to track how many callers actually use this facility and what their exit keypress choice is

QueueMetrics:
I think so - you basically wouyld like to monitor how many hits you get per each IVR choice per period?

You just create a fake entry for a "lost call" on a fake queue called IVR-1, IVR-2, IVR-3 and so on. You could track the exact time for the choice, and the correct caller-id as well. Then you run reports for IVR-1, IVR-2 or IVR-1|IVR-2|IVR-3... to get all the choices made.

It could look something like the following example (here made for choice 1):


--- Quote ---;  ..enter IVR choice 1....
exten => 1,1,Macro(queuelog,${EPOCH},${UNIQUEID},IVR-1,NONE,ENTERQUEUE,,${CALLERID})
exten => 1,n,Macro(queuelog,${EPOCH},${UNIQUEID},IVR-1,NONE,ABANDON,0,0)
...run additional code to play choice 1....


[macro-queuelog]
exten => s,1,QueueLog(${ARG3},${ARG2},${ARG4},${ARG5},${ARG6}|${ARG7}|${ARG8})

--- End quote ---

Note - I did not actually try this...

Looks cool anyway :)

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