---
title: "IVR"
slug: "ivr-1"
description: "Companies that offer IVR will also be able to view the IVR Report, which provides insight into their IVR’s performance and which topics were trending."
updated: 2024-11-07T06:52:12Z
published: 2025-01-30T20:02:39Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# IVR

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.

### CSV download

CSV data is limited to 100 days. Use the UI report for data longer than 100 days.