IVR
  • 23 May 2022
  • 2 Minutes To Read
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IVR

  • PDF

Use the IVR Report, which provides insight into their IVR’s performance, as well as which Topics were trending over a selected period

Once you are on the Reports page, click on IVR under the Customer Experience category from the reports list.

  1. Select the phone number you want to check the metrics for.
  2. Select the date range.
  3. Select View Report.

The IVR Report consists of two sections.

Executive Summary

The Executive Summary section provides a detailed view of the calls coming through your organization’s IVR.

You can sort the table in ascending or descending order according to:

  • Date
  • Incoming Calls
  • Calls Reaching End State
  • Calls Abandoned
  • % Abandoned
  • Speech IVR Attempts
  • Unmapped Speech Attempts
  • Touchtone IVR Attempts
  • Unmapped Touchtone Attempts

Repeat Callers

To sort, simply click on any of the metrics above. To change the order, simply click the metric until the green arrow is pointing in the direction of your choice.

What it Tracks

  • Incoming Calls – The total number of incoming calls through the IVR.
  • Calls Reaching End State  The total number of calls that reached an end state based on user selection. An ‘end state’ could mean reaching a voicemail, an Inbox, or being forwarded to another system
  • Calls Abandoned  The total number of calls abandoned by a Customer before reaching an end state. An ‘end state’ could mean reaching a voicemail, an Inbox, or being routed to another system
  • % Abandoned The total number of calls abandoned by a Customer expressed as a percentage of the total number of incoming IVR calls.
  • Speech IVR Attempts  The total number of times a Customer used speech IVR to select options in the IVR system.
  • Unmapped Speech Attempts  The total number of times the IVR system was unable to identify the option a Customer tried to select via the speech IVR.
  • Touchtone IVR Attempts The total number of times a Customer used their phone’s dial pad to select options in the IVR system.
  • Unmapped Touchtone Attempts – The total number of times the IVR system was unable to identify the option a Customer tried to select via their phone’s dial pad.
  • Repeat Callers The total number of callers who called into the IVR system more than once.

End States

The End States section provides a detailed view of the number of calls that came through your IVR system, and the average amount of time spent by a Customer in your IVR, according to the Inbox they were eventually routed to.

You can sort the table in ascending or descending order according to:

  • Date
  • IVR End State
  • Number of calls
  • Average time in IVR

To sort simply click on any of the metrics above.  To change the order, simply click the metric until the green arrow is pointing in the direction of your choice.

What it tracks:

  • IVR End State – The end state the call is ultimately routed to. An ‘end state’ could mean reaching a voicemail, an Inbox, or being routed to another
  • Number of calls – The total number of calls routed to the end state. An ‘end state’ could mean reaching a voicemail, an Inbox, or being forwarded to another system
  • Average time in IVR – The average time spent by a caller in the IVR system before they’re routed to an Inbox.

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