Log in to Cisco Webex Control Hub 


Click on Contact Centre



Click On Flows



Click On Global Variables



Click on Create a Global Variable



Fill in the required fields as shown:

  1. Name – Enter a clear, descriptive name that reflects the information you are collecting.

    • Use underscores between words (e.g., Main_Menu_Option_Selected).

  2. Variable Type – Set this to String.

  3. Reportable – Ensure the Reportable option is enabled so the variable can be used in reporting.

Once all fields are complete, click Create at the bottom of the page.


Click Flows and browse to the specific flow where you want to apply the configuration.


On the flow canvas, add the necessary nodes to report on which menu options callers select.

  1. From the Activities tab, drag a Set Variable node onto the canvas and place it near the Menu node you want to report on.

  2. In the Set Variable node:

    • Select the Global Variable that was created for reporting.
    • Open Variable Settings.
    • In the lower section, locate the Event Output variable that corresponds to the menu you are tracking. This variable captures the option the user selects.

  3. After configuring the variable, link the Set Variable node:

    • Back to the Menu node (previous node).
    • Forward to the next step in the flow.

  4. Once all links are in place, publish the flow.