IVR Summary Report

The IVR Summary report provides a summary of activity in each Interaction Attendant application in the specified level. For each day in the range, it shows: the total number of calls for the application; the percentage of that number out of all calls in the system; the average duration of each call in that application; the total time of those calls in the application; and how many times those calls went through the application menu, if more than once.

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_LEVEL_BY_MENU_NAME

 

 

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	cIntervalStart (DateTime)	Starting time of the interval.
Calls Entered	Integer	Number of interactions entering this level/ path the first time.
% of Total Calls	{CALCULATED}
Avg IVR Duration	{CALCULATED}
Total Time	{CALCULATED}
% of Total	{CALCULATED}
Repeated Calls	nEnteredRepeat	Number of interactions repeating an entry to this level / path.

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}

)