Contents

IVR Summary Abandoned 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.

This summary reports by date, and displays level name, interactions, abandoned interactions, average abandoned duration, percent abandoned, repeated abandons, and percent repeated.

Parameters

You specify a range of dates/time access, exit paths, time in menus, and other statistics to help analyze IVR menu effectiveness. IC sorts this report by Interaction Attendant application names and then by date.

Report Log Tables	Interaction Administrator Unique Report Identifier
IVR Interval	IVR_SUMMARY_ABANDONED_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.
Application	ParentLevels (String--200)
Date	ParentLevels (String--200)	Starting time of the interval.
Calls Entered	Integer	Number of interactions entering this level/ path the first time.
Calls Abandoned	Formula name: AbortInteract Formula (sums for each report grouping) If {IIVRstats.nExitCode}<>0 and {IIVRstats.cExitPath}<>"*" then {IIVRstats.nEnteredFirst} Else 0
Abandoned Duration	Formula name: AbortDuration Formula (sums for each report grouping and converts to hh:mm:ss ) if {IIVRstats.nExitCode}<>0 and {IIVRstats.cExitPath}<>"*" then {IIVRstats.nDurationFirst} else 0
Percent Abandoned	PercentAbort ({@AbortInteractColumn} / {nEnteredFirst} ) *100 See, AbortInteract above, in Calls Abandoned, for formula.

Record Selection Criteria:

IF {?ReportNumber}<=4 THEN

{IIVRstats.dIntervalStart} in {?DateTime} and

{IIVRstats.SiteId} in {?SiteId} and

{IIVRstats.nLevel} in {?Level} and

{IIVRstats.cExitPath} in {?ExitPath}

and

{iivrstats.nexitcode} in {?ExitCode}

eLSE

{IIVRstats.dIntervalStart} in {?DateTime} and

{IIVRstats.SiteId} in {?SiteId} and

{IIVRstats.nLevel} in {?Level} and

(

{IIVRstats.cExitPath} in {?ExitPath}

{iivrstats.nexitcode} in {?ExitCode}

)