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IVR / Digital Receptionist Statistics Report

Discussion in 'Ideas' started by AnthonyH, Apr 12, 2018.

IVR / Digital Receptionist Statistics Report 5 5 1votes
5/5, 1 vote

  1. AnthonyH

    Jan 23, 2018
    Likes Received:

    Please could a report be created so that statistics can be shown for IVR's - i.e how many calls made to an IVR and which options were selected

  2. voiptoys

    voiptoys Active Member

    Feb 13, 2013
    Likes Received:
    Hi Anthony. All the legs of the call are listed in the optional CDR files (3CX Console --> Settings --> CDR). Parsing this data will tell you how many calls routed through a Digital Receptionist (DR). If the option selected in the DR routes to another extension, you can infer what choice they made.

    As far as I know, the actual choices they made in the DR are not currently captured by 3CX in any of its internal database tables, although they might be in a log file somewhere. However, it seems impractical to parse log files for this purpose even if it does exist there.

    You may be able to capture this information using a service that monitors events using the Call Control API. It would be ugly, however, because the data and event structure is pretty complicated. If you really wanted to get crazy, you could use the pcap libraries to capture the DTMF information.

    One final option would be to build your DRs using the Call Flow Designer (CFD) and the CFD could easily capture all this information and put it into a database for you. If you don't have that many DR, and they don't change very often, that might be your best choice.
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