IVR Breakdown Report

This summary reports by date, and displays IVR level name, interactions, duration, percent of calls by IVR level name, repeated calls, and percent of calls 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_BREAKDOWN_BY_MENU_NAME

 

 

Report Element	Report Field or Value	Field or Value Description
Site ID	SiteId (Integer)	Site Identifier of site reporting data.
Menu
Calls Entered	Integer	Number of interactions entering this level/ path the first time.
Daily Calls %	{CALCULATED}
Avg Menu Duration	{CALCULATED}
Total Time	{CALCULATED}
% of Total	{CALCULATED}
Repeated Calls	nEnteredRepeat	Number of interactions repeating an entry to this level / path.
Application

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}

or

{iivrstats.nexitcode} in {?ExitCode}

)