Webex Contact Center CJA report on IVR menu option dialed

I was recently asked to set up a simple telephony IVR with six options and provide the ability to report on which options were chosen by callers.  

In UCCX world I would use a Set Enterprise Info step to write a custom variable and then report on it later.  Here, since some of the IVR options were already being served by Webex Contact Center I wanted the IVR and reporting to be a function of Webex as well.

Below is what I came up with after a tip from the Reddit r/ciscoUC group found here: https://www.reddit.com/r/ciscoUC/comments/wrqw7v/webex_contact_center_menu_option_selection_report/ 

1. new Global Variable created called Global_OptionEntered
2. new dialed number to Entry Point Mapping
3. new Entry Point to new Flow Routing Strategy
4. Flow IVR created with Menu activity with six Custom Menu Links
5. Each Menu Link flow path is connected to a Set Variable activity
6. Each Set Variable activity set the Global_OptionEntered variable to a string that describes the reason for the option selected. For example, option 1 was set to "1. Vanilla", option 2 was set to "2. Chocolate", etc.
7. The Set Variable flow path was then connected to a Blind Transfer activity to send the caller to another system, or to a GoTo activity to route the caller to another Entry Point already in production in Webex Contact Center.

Set Variable

1. In CJA create a new visualization with the Customer Session Record type
2. The Row Segment is the new global variable Global_OptionEntered
3. The Profile Variable is the Count of Global_OptionEntered
4. The Filters is Global_OptionEntered "is in" and the six strings (i.e. "1. Vanilla", "2. Chocolate", etc.) written to the variable by the Set Variable activities in the flow.

CJA Customer Session Record Filter

1. The report output is then basically this:

Sample Report Output