Transaction in Sprinklr IVR
Updated
A transaction in an IVR system is a single unit of logic or work composed of multiple operations. It represents a specific interaction or process that a caller goes through within the IVR system. Each transaction is designed to achieve a particular goal, such as making a payment, checking an account balance, or updating personal information.
In Sprinklr IVR, you can define different transactions and leverage them in various ways, such as reporting and call disconnect handling. A single IVR can have multiple transactions.
These are some scenarios where IVR transaction is used:
Callback Trigger: Trigger a callback if a customer drops while making a payment on the IVR.
Detailed Reporting: Generate detailed reports on how many times a particular transaction was initiated and completed.
Prerequisites for Configuring IVR Transaction
Sprinklr Voice: Ensure Sprinklr Voice is enabled for the environment.
Permissions: You must have IVR View, Edit, and Create permissions.
Define Transaction
You can define a Transaction in the Process Leg under Custom Field. Follow these steps to configure and add values to the Transaction List:
Navigate to Custom Fields.
Search for Process Leg.
Edit the Custom Field through the three-dot ellipsis icon.
Add all different transaction names as picklist values.
Start Transaction
Follow these steps to start transaction in Sprinklr IVR
1. Open the IVR Flow
Navigate to the IVR flow where you want to define the transaction.
2. Identify the Node
Locate the specific node from which you want to start the transaction.
3. Initiate the Transaction
Hover over the identified node.
Click on the ellipsis (three-dot) icon.
Select “Start Transaction” from the dropdown menu.
4. Select or Create a Transaction
A popup will appear with a picklist to select an existing transaction.
To create a new transaction, click the ‘Create Process Leg’ button within the popup.
Enter the name of the new transaction.
Click ‘Save’ to create and select the new transaction.
5. Define Disconnect Journey (Optional)
If you want to handle scenarios where the transaction is not completed, you can define a disconnect journey from the same IVR node.
This ensures that any pending transactions are managed appropriately.
6. Save the Transaction
After selecting or creating the transaction, click ‘Save’ to finalize and save your transaction setup.
By following these steps, you can start and manage transactions within your Sprinklr IVR system, ensuring a seamless and effective customer interaction process.
End Transaction
Hover over the node where you want to end the transaction.
Click ellipsis (three-dot) icon, select “End Transaction”, and choose the transaction to end from the popup window.
Reporting
You can access your IVR transaction report by following the steps below:
Navigate to Care reporting and click "Add Widget".
Select the data source as Process Execution Analytics.
Plot the following fields:
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.
Process Definition - Name of IVR in which transaction was executed.
Incomplete transaction - Name of transaction which was not completed in workflow.
Complete transaction - Name of transaction which was completed in workflow.
Transaction in Sprinklr IVR is essential component that streamlines and automates customer interactions within the IVR system.