How to report the calls forwarded between IVR behaviors, within the same IVR Service

Applies to:

UCX Suite 2016.6.x or later

Description:

How to see in Auto Attendant reports the calls forwarded between IVR behaviors under the same IVR Service

How-to:

By default, is possible to trace only the entry point (first behavior engaged) of an IVR service in the Auto Attendant reports.
So, if the customer needs to see each behavior crossed in the same "Service" a workaround must be applied.

We suggest to configure a new "Service" instead of an additional behavior within the same service.

Example of a "not-reporting" scenario:
Service1 ---> press 1 go to behavior 1 --> behavior 1 press 2 to go to behavior2

In this scenario, reports are documenting the calls received on the entry point behavior 1. If we need to document the calls received on behavior 2 the following workaround must be applied:

Example of a new reporting scenario:
Service1 ---> press 1 go to behavior 1 ---> behavior 1 press 2 to go to service2