Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Tony Tillyer on January 01, 1970, 12:00:00 AM

Title: Reporting on VTO inputs from Callers
Post by: Tony Tillyer on January 01, 1970, 12:00:00 AM

I'm stuck with a request for 6.5 statistical reporting:

We have strategies which call scripts, within which customers enter doublestar to prove out DTMF, then an Account Number and so forth. Our business partners are asking, within 6.5, is it possible to capture these inputs as statistical data. e.g.: How many customers have depressed the star key, how many have inputted a valid account numbers, etc.

It may be straightforward, I've just never tried it before.

Any help would be appreciated!

Title: Reporting on VTO inputs from Callers
Post by: JohnR on January 01, 1970, 12:00:00 AM

This should be pretty easy to configure. Any values capured by VTO are attached to the call as user data in a key value pair. The key is the name of the variable as defined in the VTO script, the value is the data entered by the customer. You would need to add a filter for the value you wish to report on. The filter would need to be applied to a new report layout to start gathering the filtered data.

Title: Reporting on VTO inputs from Callers
Post by: Tony Tillyer on January 01, 1970, 12:00:00 AM

Thanks that also means that I will have to define KVP's, but I'm already half way there.

Title: Reporting on VTO inputs from Callers
Post by: JohnR on January 01, 1970, 12:00:00 AM

If you are capturing any data with VTO you've already defined your KVP when you defined the varible(s) in the VTO script. Script vraibles are attached to the call as user data.