Mitel IVR Reporting

[wilsonch]

Hi,

I am currently in the process of redesigning the IVR’s for 3 of our clients with a focus on making them more informative and an emphasis on channel shifting these customers to the web etc….

To highlight the benefit of the change and for my own monitoring purposes, I am wanting to run a report that tells me how many customer currently abandon calls during the IVR and I will then run this again in a few months to see if the volume has increased.

If the above is possible (which I assume it is), it would be good to take this one step further and monitor when they abandon in the IVR to see which parts are most effective.

Any help on this would be greatly appreciated!

Chris

[ralph]

In the 3300 I don't think you're going to be able to get a report that will show you abandoned calls like you would ACD calls.
The smdr logs will only show that the call has been disconnected.
I think your only hope for this would be something out of the IVR.

Ralph

[glenndmartin]

ralph is correct

the 3300/MCD is not able to provide a report for this type of event

You would need MICC to be able to run reports such as this

also in MICC 7.1 you will also be able to run reports on Hunt groups as well as ACD devices

7.1 is due for GA release september 2014