Routing Strategie - Custom Statistic for CCPulse

General Discussion
1

Hi all,
I’m deploying a strategie with CED choices to make decision routing.
In the main menu, some choices are for informations guides and at the end, the caller can return to the main menu to make another choice.
My wish is to count in CCPulse the number of times all the calls have reached the main menu. For a caller it could be 1 For other it could be 2.
In CCPulse i need to see growing statistic like :

  • Total_call_entered=100
  • Total_Choice_SVI=115

Somebody has an idea ??

2

Suggestion:
Copy TotalCallsEntered on StatServer options and add it with a new name TotalCallsEnteredTotal (just an example). Make sure that you delete the Formula=DCID, because otherwise the call will only be counte the first time. (I assume that the call keep its original ConnID?) Add this stat in a column in CCP.

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3

TotalCallsEntered without DCID will do the trick!

4

Hi Sylvainsjc,

You have to create separate strategies for each part of your “IVR tree” and load these to the Routing Points. Then TotalCallsEntered without DCID is what you’re looking for.

René

5

Ok for the DCID but after thinking about this, i must use a virtual queue when i reach the main menu and clear this VQ when the caller wants to return to the main menu.
For information the switch is an Alcatel Oxe with feature RSI (capabilities to play guides, tones and collect digits,etc) and i don’t leave the strategie to play the main menu with a script in an SVI like GVP or Voice Genie.
Without this, there is no way to count the number of passage in the main menu ?

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6

Can you add an u-data to the call, for example TimesInMainMenu, and increase it by 1 every tim the call enters the main menu?

If so, you can add columns in CCP and filter on it.
For example, TimesInMainMenu=1, TimesInMainMenu=2, TimesInMainMenu=3, TimesInMainMenu=4, TimesInMainMenu>=5

7

I have once did that. The way catanirex suggests is the correct one.
I also use full Alcatel RSI objects and it works, the logic and controls are a little bit to care off but nothing too complex.

8

Thanks for your answers but i’m not sure to understand.
My need is to count FOR ALL CUMULATED CALLS the number of passage in the SVI main menu. Example : for 500 calls it could be a value of 600 if some callers use more than one time the main menu.
The attached data are cleared when the call is finished isn’t it ? And the customer also need historical for this. This is why i think using VQ is the only way to do this.

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9

You can use following trick in strategy

invoke SelectDN[VQ_NAME,‘’,‘’,StatSelectMax,‘’,‘’,‘’,‘’,‘’,‘’,‘’,‘’,‘’,‘’] when You enter main menu and ClearTargets[VQ_NAME] when You leave main menu. Using this trick You can count number of passes and total time user spend in menu.

Regards

Paul

10

Thank you Paul, that what i’ve made and it works fine.

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