Ivrlog

Logs and adds a new press path entry in the pre-built IVR Press Path Report, which counts and provides percentages of contacts moving through various paths of an IVR script, and optionally records the value of a variable. The usual purpose of the action is to track how contacts move through an IVR, usually with the intent of modifying the IVR to better serve callers, such as re-ordering menu entries, removing or combining menu entries, or other changes to streamline the IVR experience. It can also be used to capture values of variables at various points in a script, or to de-bug a script when tracing a script can't easily be used to count how many contacts traverse various paths of a script.

This action populates data into the Label and Result columns in the IVR Press Path report. Label enters the caption that you've given the Ivrlog action, and Result populates the type of data that you determine in the Result parameter. Unique combinations of the two are collected into one entry in the IVR Press Path report.

Ivrlog can be used anywhere in your script, allowing you to not only track how callers move through the script, but also how a variable value changes, which may be an effective de-bugging tool.

This IVR Press Path report tracks encounters with the Begin, Case, If, Ivrlog, Menu, and Reqagent actions.

Dependencies

  • The output variable has a character limit of 100.
  • The IVR Press Path report has a limit of 100 total entries, meaning that if you have more than 100 unique action/result combinations, only the first 100 encountered will be tracked, limiting your visibility into anything encountered afterwards.
  • If the Agent Script and IVR will be processing sensitive information (e.g. Social Security Numbers, Credit Card Numbers, Medical/HIPAA information), care should be taken to make sure that none of the sensitive data is stored on the CXone Platform. These products were not designed to handle sensitive information and do not have encryption functionality. They do not have other controls that should be present when handling sensitive information.

Supported Script Types

The icon for a Generic script type - a rectangle with < and > symbols inside it.

The icon for the Email script type - a large @ symbol in a diamond.

The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape.

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.

The icon for the Voicemail script type - a symbol that looks like a cassette tape - two circles sitting on a horizontal line.

The icon for the Work Item script type-a piece of paper with one corner folded down and a bullet list on it.

The icon for the SMS script type - a smart phone with a chat bubble coming out of it.

The icon for the Digital script type - a computer monitor with a smartphone next to it.

Generic

 Email Chat Phone Voicemail Work Item SMS Digital

Input Properties

These properties define data that the action uses when executing.

Property

Description
Caption Change the Caption to something that uniquely identifies this action in the script. The IVR Press Path report includes the action name and caption. Descriptive, unique captions make the reports easier to read and understand.Use only for BEGIN CASE IF IVRLOG MENU and REQAGENT

Result

Enter a variable inside of curly braces to determine what data you want to populate in the Result column of the IVR Press Path report. For example, if you want to track how many callers select options 1, 2, and 3 from a menu in your IVR, you can insert an Ivrlog action into the script and enter the variable used in the Menu action to capture the caller's menu choice. The default variable name is {MRES}, but custom variable names can be used so check what's used in your script. A subsequent IVR Press Path report will show three Ivrlog entries with the amount of times each menu option was chosen within the given parameter that you determine when running the report, and the percentage of the total of selections for each option.
ivrCustomDataVariable Use of this property is limited. Contact your account representative for more information.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition

Description

Default

Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.

Tips & Tricks

The Result parameter can be: 

  • Left blank: The report shows Default as the value.
  • Populated with a variable: The report shows the value of the variable.
  • Populated with a string: The report shows the string value. Use a string that indicates the point in the scripting encountered. You can change the caption of the Ivrlog action as an alternate way of adding this information to the report. One use of this option is to include multiple Ivrlog actions at various places in the script, each with a different caption indicating where the Ivrlog was encountered.