Defining and Leveraging IVR Transactions

Updated 

6 months ago

In Sprinklr IVR, you can define different transaction and leverage them in different ways, like analytics, call disconnect handelling, etc

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What is an IVR transaction?

A transaction is a single unit of logic or work, and can be made up of multiple operations. Any logical flow in a consistent mode in a IVR is known as a transaction. A single IVR can have multiple Transaction.

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Some of the use case for which you can use Transactions-

  1. We want to trigger callback if customer drops while doing payment on IVR

  2. We want a detailed reporting on how many times any particular transaction got initiated and finished

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Pre-requisite for configuring this in IVR:

  1. Sprinklr Voice should be enabled for the environment and your user should have IVR View, Edit or Create permission.

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  2. List of transaction is defined in the Process leg custom field

Solution 

Sprinklr provides option to define transaction on IVR which can be used to create a report specifying how many times that transaction was executed giving brands detailed summary for the transaction.


Configuration steps to define transactions-

  1. Add values which need to be added in the transaction list in Process leg CF.

    • Navigate to Custom fields -> Search for Process leg -> Edit the CF through three dot -> Add all different transaction name as the picklist values of this CF

  2. Open to IVR flow and identify the node from where you want to start any transaction -> Hover on the node -> Click on Three dot -> Start Transaction.

  3. A popup will appears with the option to select the transaction which need you need to start using the picklist, it will appear something like this-

  4. In order to end the transaction, hover on the node on which you want to end the transaction and Hover on the node -> Click on Three dot -> End Transaction and select the transaction you need to end from the popup window​

Reporting

Navigate to Care reporting and click on add widget. After clicking on this button, select data source as Process Execution Analytics. User can plot following fields - 

  1. Transaction Count / Total Process Executions - Count of how many times a certain transaction was executed

    Note: Transaction count is just the count of how many times this transaction was executed. Transaction reporting can not be used with other custom fields that are tagged in workflow.

  2. Process Definition - Name of IVR in which transaction was executed

  3. Incomplete transaction - Name of transaction which was not completed in workflow

  4. Complete transaction - Name of transaction which was completed in workflow​

You can also use these transaction in the disconnect journey, if any transaction will be pending the process leg CF will have that transaction and that you can use in decision box in disconnect journey.

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