Contents

IVR Exit Path 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 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.

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.

Report Log Tables	Interaction Administrator Unique Report Identifier
IVR Interval	IVR_EXIT_PATH_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
Site ID	SiteId (Integer)	Site Identifier of site reporting data
Menu/Exit Path	cExitPath	Path for which this data is reported
Calls Exited	{CALCULATED}
% of Calls	{CALCULATED}
Avg IVR Duration	{CALCULATED}
Total Time	{CALCULATED}
% Time	{CALCULATED}
Application

Record Selection Criteria:

{IIVRstats.dIntervalStart} in {?DateTime} and

{IIVRstats.SiteId} in {?SiteId} and

{IIVRstats.nLevel} in {?Level} and

{IIVRstats.cExitPath} in {?ExitPath}

and

{IIVRstats.cExitPath} <>"*"

and

{iivrstats.nexitcode} in {?ExitCode}