How might we improve the Genesys Knowledge Network?

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IVR Reporting

Currently there are no IVR reports present under the reporting tab in Purecloud.

Unless you go external to a third party or have developer who can extract the details you want from your operating IVR flows then you are left in the dark as to how your iVR is functioning for your customers.

Inbound Queues and Outbound campaigns have reports associated to them, why not IVR and Call flows?

Help identify how you can improve your IVR experience for your customers, Identify the errors and improvements.

Count the amount of customers entering your IVR and exiting, or using the menu options.

  • Darryn Chang
  • Oct 23 2018
  • Unrelated to GKN site
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  • Clay Tison commented
    23 Oct, 2018 04:13pm

    HI Darryn,

    Thank you for submitting your Idea! After review, it appears this Idea does not apply to the Knowledge Network, rather it is PureCloud-specific. 

    We will be closing this Idea and ask that you please use the PureCloud Product Ideas Lab to submit your idea for PureCloud.


    Thank you!