Contents

IVR Audit Report Help

Report View Toolbar

When viewing a Crystal Report in the Workspace, several options are available from the Report View Toolbar. To learn more about these options, on the graphic below pause the mouse pointer over a button to display its function, and click to display more information.

Exporting a Crystal Report

You can Export a report to a Formatted or Unformatted file type. To export a report, on the main toolbar, click the Export button . On the drop-down menu, point to Formatted or Unformatted. Available Formatted file types are: Excel, HTML, PDF, Text, or Crystal RPT. The available Unformatted file type is CSV.

The IVR Audit report provides a raw listing of each interaction in the IVR during the specified time period, sorted first by Interaction ID and then by date/time. It also lists each node or menu (Event) (e.g., IVR menu, destination, etc.) and the exit code for each. An exit code of 0 indicates it passed through that menu successfully and any other exit code indicates a failure, such as the caller hung up, or the call was otherwise disconnected. This report is most useful for assisting with troubleshooting problems on particular calls in the system.

Parameters

You specify a range of dates/times, and site ID to include in the report. IC sorts this report by Interaction ID and then by date/time.

Report Log Tables	Interaction Administrator Unique Report Identifier
IVR History	IVR_AUDIT_NAME

Sample report

Click on the image below to view a sample of this report.

Report Element	Report Field or Value	Field or Value Description
Interaction Key	InteractionKey	Unique string identifier for an Interaction
Date	dEventTime	Date event occurred
Time	dEventTime	Time event occurred
Event 1.	cEventType	Event that has occurred
Exit Code	cEventData1	An exit code of 0 indicates it passed through that menu successfully and any other exit code indicates a failure

Record Selection Criteria:

{IVRHistory.dEventTime} in {?DateTime}

and

{IVRHistory.SiteId} in {?SiteID}