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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. This IVR Press Path report tracks encounters with the Begin, Case, If, Ivrlog, Menu, and Reqagent actions. |
Supported Script Types
Properties
| Property | Details |
|---|---|
|
Result |
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| ivrCustomDataVariable | Use of this property is limited. Contact your account representative for more information. |
Branches
| Branch | Details |
|---|---|
|
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 other branches are not defined. |
Tips & Tricks
- The Result parameter can be left blank (in which case the report will show Default as the value) or instead of using a variable can be a descriptive string indicating the point in the scripting encountered (although the caption you give the Ivrlog will usually be used for this purpose). A common use of not tracking variables is to put multiple Ivrlog actions at various places in the script, each with a different caption indicating where the Ivrlog was encountered.
- 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.
- When an Ivrlog action is encountered, the system records the caption (label) that you've given the action as well as the value in the Result parameter. Unique combinations of the two are collected into one entry in the IVR Press Path report.
- 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.
- Users should be careful if the Agent Script and IVR
Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. are going to be used to process sensitive information. If the Agent Script and IVR will be processing sensitive information (e.g. Social Security Numbers, Credit Card Numbers, Medical/HIPAA information), then care should be taken to make sure that CXone and/or the customer does not store that sensitive data on the CXone Platform. These products were not designed to handle sensitive information and do not have encryption functionality, nor do they have the other controls that should be present when handling sensitive information such as this.