Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: dnib on January 08, 2015, 01:07:58 PM

Title: Ivr reports in GI2
Post by: dnib on January 08, 2015, 01:07:58 PM

Hello,

Any ideas on how to report on ivr aggragated data in gi2? GI2 version 8.1

I need at least to report on time spent in ivr , calls abandoned in ivr or transfered to agents.


Thank you
D

Title: Re: Ivr reports in GI2
Post by: Kubig on January 08, 2015, 01:53:01 PM

How do you collect IVR data? If through KVP, you can agregate and report them with standard GII proces, which is same as for agent,agentgroup,queue,etc.

Title: Re: Ivr reports in GI2
Post by: dnib on January 08, 2015, 05:11:33 PM

[quote author=Kubig link=topic=8660.msg38310#msg38310 date=1420725181]
How do you collect IVR data? If through KVP, you can agregate and report them with standard GII proces, which is same as for agent,agentgroup,queue,etc.
[/quote]

Yes through KVP but only 5 user data keys can be used in aggregation and yes reporting can be done on queue or agent (and groups) but not on IVR application.

I am trying to find a way to get the times calls spend in certain IVR branches before being routed to another queue or time to abandon.