....there is also a third type of udata which a lot of enterprises use....
Alongside Wrap Up, you can also apply a udata Field that you might call "ReasonCode". This is a bit like the Disposition Code, but it is meant for Inbound Calls. Basically, the Agent decides what the call was actually about and applies it, during Wrap Up.
It is very useful if your Routing applies lots of "labels" and "flags" to an Interaction and your reporting is based on, for example, what the caller [i]thought [/i]they wanted when they entered the IVR. The difference between what options they chose in the IVR - or the route the call took to a Team or Department - and then what they [i]actually [/i]wanted - can provide a lot of insights into the effectiveness of your routing.
Think about:
IVR Data (what the customer asked for) <--------------> ReasonCode (what the customer wanted)
By comparison, you might find that everyone is using the same options in the IVR, simply because it is the quickest way to get to a Live Agent. With the introduction of ReasonCodes, which are applied to an Interaction by an Agent during WrapUp, it may become clearer that callers frequently choose the same route in the IVR - and therefore get routed to the same Team - and then ask for something completely different and are transferred to another Queue. This can be a very important additional metric, because a lot of "post-IVR" udata codes give the wrong impression by reporting on what digits a caller chose - because it may not be the same as what they actually [i]needed[/i]. With the right ReasonCodes in place, it means you can define and report on the actual [i]Reason [/i]for their call...
