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After you have defined IVR slots for storing IVR data and have collected data from callers, you can view the collected information. To
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To view collected IVR data, perform the following steps:
- Log in to the VCC Admin Portal as a supervisor. For information on logging in to the VCC to the VCC Admin Portal and go toIVR Data Collector (within Interaction Plans). For information about logging in to the VCC Admin Portal, see Logging in to the Vonage Contact Center Admin Portal.
- If you are the supervisor of multiple accounts, select the account that you want to access IVR Data Collector for, and click Select.
In the menu that appears, click IVR Data Collector. IVR Data Collector appears. In the View Collected Data for list, click the number interaction plan you want to see collected data for. Click View Data. Collected data for xxx appears, where xxx represents the number and service name for the number you selected.In the upper section you can the interaction plan you selected.
In Time zone, select the time zone used to present the data.
FieldOptionsDescriptionYour preferred time zone List of time zones The time zones are sorted in time order compared to Coordinated Universal Time, and then by time zone name.
Info The default time zone is the time zone used on your device. If you choose a different time zone, your chosen time zone is used in future visits to the audit log on this device.
If the browser cache is cleared, the value will revert to the value set on your device.
In Download data, you can optionally filter the data by date and download . You can then download either the filtered data (click Download) or all the collected data (click Download all) to a Microsoft Excel (.xls) or Comma Separated Value (.csv) file.
In the lower section you can see all the collected data. The data appears in a table and includes the following columns:
Column Description CallidDate/time The
identification number fordate of the call for which the IVR data was collected.
Guid The global unique identification number for the call for which the IVR data was collected. CLID The telephone number from which the caller made the call for which the IVR data was collected. Date The date of You can sort the data by Date/time. Click the column header to sort. This is presented in the time zone you select in Your preferred time zone in the Time zone section.
Agent ID The ID of the agent who received the call for which the IVR data was collected. You can sort the data by DateAgent ID. Click the column header to sort. TimeFrom The time of telephone number from which the caller made the call for which the IVR data was collected. Agent IDGUID The ID of the agent who received global unique identification number for the call for which the IVR data was collected. You can sort the data by Agent ID. Click the column header to sort.Complete questionnaire Combined audio A link to concatenate audio files collected during this call into a single audio file. Click Click Play or Download to concatenate audio files and then play the audio file in your browser or download the audio file.
Info title Browser support You can play the audio files in the following browsers:
- Google Chrome™, latest version
- Microsoft® Edge, latest version
- Mozilla® Firefox®, latest version
- Apple® Safari®, latest version
Info title Additional columns To the right of these standard columns, configured IVR slots appear in their own columns.
Play/Download appears in any columns representing audio slots that contain audio. Click Play to play or Download to download the audio file.
Call ID The identification number for the call for which the IVR data was collected.
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Downloaded files, including audio files, may contain personal data. You are responsible for the safe handling and deletion of any content you download. |
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