Cisco Cisco Administrative Workstation User Guide

Planning for VRU Application Reporting

Your enterprise might implement one or more types of VRU applications to provide initial call
treatment and enterprise queuing across all ACD sites:

These VRU applications can be used as follows:

•

In Self-Service applications, the customer can obtain information through a series of VRU
prompts, and the entire transaction occurs within the VRU. For example, if the customer
calls a bank, the Self-Service application might prompt the user for his or her account number
and password and then provide abilities to check account balance, review recent payments,
modify PIN numbers, and so forth.

•

In Information Gathering applications, the VRU prompts the caller for certain information,
such as which department he or she wants to reach, and then uses the information in the
routing decision and might pass the information to the agent desktop.

•

The VRU is also used to enterprise-queue calls while a customer waits for an available
agent. During queuing, the VRU might be configured to play music on hold or perform a
VRU application.

The types of VRU applications that you use in your Enterprise determine what report data you
should monitor.

For example:

•

If your VRU performs queuing only, you might want to see how long callers waited in queue
and the number of callers who abandoned while queued.

•

If your VRU is used for Self-Service, you might want to see how many successful transactions
occurred in the Self-Service application and whether the caller was transferred to an agent
from the application.

•

If you are using an Information Gathering application, you might want to see how many
callers opted out of the digit collection to be transferred directly to an agent.

Follow these guidelines to obtain accurate and useful data for VRU applications:

•

If you have Self-Service or Information Gathering IVR applications and want to separate
self-service and digit collection metrics from queuing metrics, plan to change the Call Type
in the routing script before the call is queued. This ensures that you can report on both the
self-service/digit collection section of the call and the queuing section of the call using Call
Type reports.

•

If you want to track how callers have progressed through a Self-Service or Information
Gathering IVR application, plan to use the VRUProgress variable in the Set node of the
routing script to indicate the status of the call at different points in the routing script. Use the
VRU Activity reports to view how callers have progressed through the VRU script. You can

Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)