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IVR Exit Path Report Filter

The IVR Exit Path report lists each menu in each application and shows the number of calls that exited the IVR (auto attendant) at that level during the specified time period. It also shows related statistics, such as what percent of abandoned calls in that period were abandoned on each menu, the average amount of time the caller spent in that menu before abandoning, the total time all callers spent in that menu during that period, and the total percentage of time callers spent in that menu.

In the Filter view you can configure required report parameters, add additional report parameters, import or export a report filter file, save a filter or load a filter to the CIC server, and run the report.

 

Creating a report filter

Create a report filter by configuring report parameters.

  1. Under Required Parameters, configure the required report parameters.

  2. Add Additional Parameters to the filter. To add an additional parameter, under Additional Parameters select a parameter from the list.

  3. If the Group by and Summary Parameters box is available, configure the optional parameters.

Running a report

When you have configured the parameters for your report, click Run Report from the toolbar. The report is displayed in the Workspace.

 

Parameters

You specify a range of dates/times, level, and site ID to include in the report. IC sorts this report by the Interaction Attendant application and menu names in the IVR.  

Importing or Exporting a report filter

You can import and export a report filter file.

Import report filter

To import a report filter from a file:

  1. From the Reports toolbar, click Import . The Import dialog is displayed.

  2. Select the Name of the filter file to be imported. The name is displayed in the File name box.

  3. Click Open. The report filter is displayed in the Workspace.

Export report filter

To export a report filter to a file:

  1. From the Reports toolbar, click Export . The Export dialog is displayed.

  2. Type a descriptive name for the filter file in the File name box.

  3. Click Save. The report is saved and the dialog box is closed.

 

Saving or Loading a report filter

You can save a report filter to the CIC server or load a saved report filter.

Save report filter

To save a report filter to the IC Sever:

  1. From the Reports toolbar, click Save Filter . The Save Filter dialog is displayed.

  2. Type a descriptive name for the report filter in the lower box, and click OK. The filter name is displayed under the report name in the Navigation Pane. You can run the report from the Navigation Pane by double-clicking the saved filter.
     

Load report filter

To load a saved report filter from the IC Server:

  1. From the Reports toolbar, click Load Filter . The Load Filter dialog is displayed.

  2. Select a filter name, and click OK. The report filter is displayed in the Workspace.

 

Resetting filter parameters

You can reset a filter to its default view.

To reset filter parameters, from the Reports toolbar, click Reset .
The filter default parameters are displayed.