Configuring IVR reports in Engage Voice
Once you’ve created an IVR group and an IVR, you can set up IVR reporting. The Reporting tab in the IVR Designer allows you to assign specific fields to get reporting data on. You can choose from a list of standard or custom fields. The fields determine what data you’ll see if you download or schedule an IVR Detail report in Prebuilt Reports.
To access IVR reports, click
Analytics > Prebuilt reports
, expand Realtime Reports
, and select IVR Detail
.
You can download a report or schedule it to run at a specific time.
Keep in mind that you can also view real-time data related to your IVRs by using the widgets in Real Time dashboards.
Configuring IVR reports
When you are ready to set up reporting, follow these steps:
- ClickIVR > IVR Designerin the navigation bar.
- Select the IVR for which you’d like to configure reports.
- Click theReportingtab in the configuration panel.
- Drag and drop the fields you want to assign from the two sections on the left to theAssigned Columnssection on the right.
- Add a description for each field in theCustom Headerfield.
- ClickSave.
If you need to remove some of the reporting fields, drag and drop them back into the tables on the left and click
Save
.Standard fields
If you don’t assign any standard fields when configuring IVR reporting, all of them will appear in the IVR report. However, if you assign some standard fields and then download or schedule a report, only the standard fields you assigned will be reported on.
Keep in mind that if you decide to customize which standard fields you want to appear in your reports, your choices will only be reflected in the reports that you download or schedule for individual IVRs. Anytime you download or schedule a report for more than one IVR simultaneously, you will see all the standard fields.
Here are the standard fields available on the Report Configuration page.
- uii: This field indicates the unique call identifier that is used to identify each call to the IVR.
- start_time: This field indicates the time the call to the IVR started.
- end_time: This field may produce up to two records for each call to the IVR. If you only see one end time, it indicates the time when the IVR ended. However, if you see two, the second record indicates the entire length of the call, which can happen, for example, if the call was transferred out of the IVR.
- dnis: This field indicates the inbound phone number the caller used to access the IVR.
- visual_ivr_id: This field indicates the unique identifier of the IVR in which the call was processed.
- visual_ivr_name: This field indicates the name of the IVR.
- ani: This field indicates the inbound phone number of the caller.
Custom fields
Assigning custom fields allows you to report on specific information related to individual nodes. You’ll need some knowledge of JavaScript to use custom fields.
After you build an IVR, you may see some custom fields that are automatically generated. For example, if you used the Rec Audio node or the Get Input node in your IVR, you’ll see custom fields available for those nodes. The name of the custom fields will match the node ID for those nodes.
Note: Custom fields always appear in alphabetical order by custom field name; they can’t be sorted by value.
You can also create your own custom fields. If you create a custom field, the name must match the JavaScript variable used in the IVR. To generate a new custom field, enter the name to the left of the Add Custom Field button and then click that button.
The Scripting node can be particularly useful for custom reporting.
You can download reports on individual IVRs or on a number of IVRs simultaneously. However, if you want to see information for any assigned custom fields, you must download reports for each individual IVR. The same applies to scheduling reports.
In this article
Configuring IVR reports
Standard fields
Custom fields