User Guide

Similarly, you might determine the effectiveness of an Information Gathering application in
several ways:
•
Monitoring whether the caller used the system prompts to be routed to an appropriate resource
or used a failout path, such as pressing "0", to be routed directly to an agent.
•
Monitoring failure cases in which system errors, such as a failed database lookup, caused
the caller to be transferred to an agent instead of continuing through the digit collection
prompts for more appropriate routing.
You can obtain information about application effectiveness a whole, effectiveness of individual
transactions within the application, and failure cases using the VRUProgress variable available
in the Set script node. The VRUProgress variable enables to you set the status of the VRU call
at any point in the application. For example, if you consider a call handled by the VRU when
the caller completes a certain node, such as an account balance lookup node, then you can set
the variable to 2, indicating that the call should be reported as VRU Handled for the appropriate
Call Type.
These VRUProgress variables map to columns that appear in VRU Activity WebView reports,
enabling you to see how many calls were counted for each variable per Call Type. You can use
this data to modify applications if needed. For example, if you see that many callers are
experiencing error conditions that cause a forced transfer you could correct the function of that
node. If you see that many callers are opting to be transferred to an agent before being handled
by the application, you might want to add functionality to the application.
The following table describes the VRUProgress variables that you can use in your VRU script
applications and how they map to report columns.
DescriptionShow in Reports asVariable
Setting in
Script
Indicates that this call is not a VRU call. It is the default value.Not a VRU call - does not
appear in reports
0
Indicates that the caller's needs have not been met at this point in the
application.
VRU Unhandled1
Indicates that the caller's needs have been met by this point in the application.
For example, the caller successfully received an account balance.
VRU Handled2
Indicates that this call was transferred to an agent after the caller's needs were
met with the application. For example, the caller successfully received account
VRU Assisted3
information and then requested to speak to an agent for a different reason or
for additional information not available through automatic means.
Indicates that the call was transferred to an agent at the caller's request before
the caller's needs were met by the application. For example, the caller pressed
VRU Opt Out Unhandled4
"0" to be transferred to an agent before performing automated transactions
or while in the process of completing a transaction.
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Chapter 7: Reporting on Operations
Reporting on VRU Applications