User Guide

Table Of Contents

use this variable to determine how many calls the application did not handle, how many were

handled, how many were transferred to an agent at the caller's request, how many were not

able to navigate and were redirected to an agent, and how many encountered error conditions

and were redirected to an agent.

For each transaction in the VRU Self-Service or Information Gathering application for which

you plan to change the VRUProgress variable, create a separate Call Type. In the script,

change the VRUProgress variable when the call reaches the end of a transaction and then

change the Call Type. This enables you to report on each transaction separately using the

Call Type VRU Activity reports.

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Plan to enable Service Control and Queue Reporting at the VRU peripheral if you want to

report on VRU applications, services, queuing, and trunk groups.

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Determine the Service Level for the VRU peripheral.

Also, determine how abandoned calls should impact the Service Level. Do you want them

to be ignored in the Service Level calculation, to negatively affect Service Level, or to

positively affect Service Level? For example, for VRU Self-Service applications, all calls

that terminate are considered abandoned, even if the caller received the information he or

she required. You might want to ignore these calls or have them positively affect Service

Level. You might want calls that abandon while queuing or while ringing to negatively impact

Service Level.

You can conﬁgure global Service Level for all VRU services or conﬁgure Service Level for

individual services.