Reporting and Realtime info on Topics

[bennylu]

I have a topic 5009 programmed as AA Menu. The AA Menu then transfer the calls to Topic 5001-5004 and then pass onto four different agent Groups. All the abandoned calls, Total Calls, etc. are recorded against main Topic, which makes sense. But is there any way I can show the figures against each Topic?

[kruegerb]

the way to do this is not to transfer the call in the IVR-Script, but route after IVR-Script in taskflow. in the IVR-Script the caller is asked what the reason of the call, depending on the 4 possibility set decision as task tag, in Task flow you route depending on the task tag to the 4 different topics. See also example Choice_on_IVR in the example folder on DVD/ISO

[bennylu]

I transfer the call in the Task Flow. Because each transfer uses another IVR module (ask_in_loop), I use Telephone Number to go to another topic. Basically all calls go to a main topic then transfer to another four topics after press digit 1-4 in IVR AA menu. This is why all the records go to the main topic. If there has no way to record on another topic, I will change it to Agent groups instead.

[kruegerb]

in the describben Scenario (main Topic -> IVR -> Topic1...4) the reporting should be:

main topic: totNNew und totNRouted->

totNRouted-> routed via call flow

topic1..4: totNRr for all arrivals after Overflow (Transfer)
and all following Events (abandoned, conservation,...)

[bennylu]

Many thanks.

[kgerhold217]

What about realtime

Is there anyway to show the topic data for the nested topics in real-time view?

[kruegerb]

if you want to see the number of calls and conversions in shift plan Monitor for the second Topic which route to the Agent, you have to set at the first Topic (dial in Topic) the variable CCK_DisplayLastTopic with value 1