Symptom / Need

You need to know which menu options customers select in chat and voice flows, how many attempts they made before choosing an option, and at what exact point in the flow they did so.

Context / Scenarios

In automated service flows, such as IVRs or chatbots, customers must select menu options to navigate through different routes. To evaluate the effectiveness of these options and improve the user experience, it is essential to have historical data on:

• Which menu options were selected and how often.
• How many attempts a customer made before choosing a valid option.
• At what point within the flow the option was selected.

Answer (Solution/Recommendation)

The "13. CDR Menu Options" report is available in the "Diagram Reports" tab, within the "Reports" section of wolkvox Manager in the left side menu. This report records the use of the "Final Menu Option" component, allowing you to analyze how customers interact with chat and voice flows.

Columns in this report include:

• RP_ID: Identification number of the routing point where the menu option was used.
• CONN_ID: Call or chat identification number.
• CUSTOMER_ID: Customer identification number.
• CHANNEL: Type of channel through which the customer interacted. It can be:
  • voice (voice call).
  • web-chat (chat from a website).
  • chat-whatsapp (chat from WhatsApp).
• ATTEMPT: Number of attempts before capturing the selected menu option.
• TELEPHONE: Customer telephone number associated with the interaction.
• DATE: Date and time the customer selected the menu option.
• SECOND_EVENT: Exact second within the flow in which the customer made the selection.
• COD_OPC_MENU: Activity code or menu code selected by the customer.