The IVR Report looks at how calls to IVRs are handled including a breakdown of which IVR option is selected.
Report Customisation Options #
Customisation |
Options |
|---|---|
Data source |
Select an individual or a selection of Service numbers. |
Columns |
Each of the statistics listed below can be added or removed from the report by managing the columns to include. |
Aggregations |
The following aggregations can be used to cluster data together:
|
Report Output #
Statistic |
Description |
|---|---|
IVR |
The IVR menu. |
Total calls |
The total number of callers to the IVR menu. |
Total digit 0 |
The total number of callers who selected option 0. |
Total digit 1 |
The total number of callers who selected option 1. |
Total digit 2 |
The total number of callers who selected option 2. |
Total digit 3 |
The total number of callers who selected option 3. |
Total digit 4 |
The total number of callers who selected option 4. |
Total digit 5 |
The total number of callers who selected option 5. |
Total digit 6 |
The total number of callers who selected option 6. |
Total digit 7 |
The total number of callers who selected option 7. |
Total digit 8 |
The total number of callers who selected option 8. |
Total digit 9 |
The total number of callers who selected option 9. |
Total default |
The total number of callers who did not select one of the available options – either the timeout was reached or an unavailable option was selected. |
Total hangups |
The total number of callers who hung up without selecting an option. |
Hangups percent |
The total percentage of callers who hung up without selecting an option. |
Total matched phrases |
The total number of times that a spoken phrase successfully matched an option in the IVR menu. |
Total DTMF calls |
The total number of callers who used DTMF to select an option. |
Total Voice Recognition calls |
The total number of callers who used Voice Recognition to select an option. |