Engage Voice
Historical dashboards: Inbound IVR Overview
Last updated on October 01, 2021
The Inbound IVR Overview dashboard provides major KPIs, and more detailed statistics on how inbound calls are handled by IVRs.
Here are the following filters you can use to sort data in the Inbound IVR Overview dashboard:
- Date Range: Range (in days) that the dashboard will be covering. Preset to last 30 days.
- Account ID: ID of the account to report on.
- Account: Account to report on. Account ID serves as a parent filter to the Account filter.
- Product Group Type: Preset to narrow down the report to product groups of an ‘IVR Group’ type, or no grouping ('N/A').
Note: Do not change this filter. - Product Group: Narrows the report down to a certain product or subset of product groups.
- Product Type: Preset to narrow the report down to IVRs only.
- Product: Narrows the report down to a certain product (IVR) or subset of products (IVRs).
- Abandon Type: Allows exclusion of short-abandoned calls from the dashboard and metrics, and is preset to exclude such calls.
Note: Activity is attributed to a time interval by its start timestamp. Account ID is a parent filter to all other filters (except for the Date Range). For example, if you select a certain account ID, the Product Group filter will be showing only the Product Groups of that account. The Account filter is a parent filter to all filters except for the Account ID, and the Date Range.
Under the Inbound IVR Overview dashboard, you’ll find the IVR KPIs, IVR Activity, and IVR Detail sections.
IVR KPIs
This section contains KPIs related to IVR.
- IVR Interactions: Number of inbound interactions that were handled by an IVR. Shows how the metric changed compared with the previous time interval of the same length. A growing number is marked in green.
- Active IVRs: Number of IVRs serving inbound calls. Shows how the metric changed compared with the previous time interval of the same length. A growing number is marked in green.
- Unique Callers: Number of unique ANI in inbound IVR interactions. Shows how the metric changed compared with the previous time interval of the same length. A growing number is marked in green.
- IVR Abandon Rate: Percentage of inbound interactions that were abandoned in IVRs out of all inbound interactions handled by IVRs. Shows how the metric changed compared with the previous time interval of the same length. A growing number is marked in red.
- IVR Passed Rate: Percentage of inbound interactions that went through an IVR out of all inbound interactions handled by IVRs. Shows how the metric changed compared with the previous time interval of the same length. A growing number is marked in green.
IVR Activity
The IVR Activity section contains one report — IVR Activity Chart (also available in the set of standard reports under the IVR folder). This shows how the load from inbound calls is distributed between IVRs. For each IVR, the chart shows:
- Interactions: The number of inbound interactions that came to this particular IVR over the selected time period. Depending on the Abandon Type filter's setting, it will include or exclude short-abandoned calls (IVR Inbound Interactions Count metric in the Analytical Designer).
- Handle Time: The total time those interactions spent in the IVR are handled (IVR Inbound Handle Time metric in the Analytical Designer).
- External Transfer Talk Time: Total time those interactions that were transferred to an external location spent talking after being transferred (IVR Inbound External Transfer Talk Time metric in the Analytical Designer).
Clicking on the External Transfer Talk Time bars of the chart will drill down into an IVR External Transfer Talk Duration by DNIS bar chart report (also available in the set of standard reports under the IVR folder). It shows how talk time is distributed between the destination numbers of those transfers.
IVR Custom Data
This section contains two reports: Interactions by IVRs and IVR Nodes with Custom Data and IVR Custom Field Value Distribution.
- Interactions by IVRs and IVR Nodes with Custom Data: Bar chart that shows which custom fields were attached by IVR scripts. For each IVR, this chart shows the number of interactions having a certain field linked. Same interactions will contribute to counts of each custom field that this interaction has. This chart will, to a certain degree, trace an interaction’s journey through the script. Metrics in this chart:
- Interactions: Number of inbound interactions that came to this IVR over the selected time period. Will include or exclude short-abandoned calls, depending on the Abandon Type filter's setting (IVR Inbound Interactions Count metric in the Analytical Designer).
- Abandoned Interactions: Number of inbound interactions that came to this IVR over the selected time period, and were abandoned there. Will include or exclude short-abandoned calls, depending on the Abandon Type filter's setting (IVR Inbound Abandoned Count metric in the Analytical Designer).
Both reports are interactive. This means clicking on measures (charts or numbers) will drill into an insight into a detailed IVR report showing interactions on a segment level of details, as well as the IVR custom fields and their values - IVR Detail (with Custom Fields).
IVR Detail
This section contains an IVR Overview Report which shows statistics broken down by IVR Groups (with the group ID) and IVRs (with IDs) in a table format. It can be downloaded using the Export button, located in the upper right corner. The report contains mostly metrics covered in the entire Inbound IVR Overview dashboard:
- Interactions: Number of inbound interactions that came to this particular IVR over the selected time period. Depending on the Abandon Type filter’s setting, it will include or exclude short-abandoned calls.
- Unique Callers: Number of unique ANI values in inbound interactions that came to this particular IVR. (Active Inbound IVRs metric in the Analytical Designer).
- Abandoned %: Percentage of inbound interactions that were abandoned in this particular IVR out of all inbound interactions handled by this IVR (IVR Inbound Abandon Rate metric in the Analytical Designer).
- Passed %: Percentage of inbound interactions that passed this IVR out of all inbound interactions handled by this IVR (IVR Inbound Passed Rate metric in the Analytical Designer).
- Transfer Success %: Percentage of successful external transfers of inbound interactions from that IVR (IVR Inbound External Transfer Success Rate metric in the Analytical Designer).
- Transfer Failure %: Percentage of failed external transfers of inbound interactions from that IVR (IVR Inbound External Transfer Failure Rate metric in the Analytical Designer).
- Handle Time: Total time interactions spent in an IVR (IVR Inbound Handle Time metric in the Analytical Designer).
- External Transfer Talk Time: Total time that interactions that were transferred to an external location spent talking after being transferred (IVR Inbound External Transfer Talk Time metric in the Analytical Designer).
- Having IVR Custom Value: Number of interactions that had some custom field attached by IVR script (Having IVR Custom Value Count metric in the Analytical Designer).
This report is interactive:
- Click on the Interactions count to drill into a detailed IVR report with IVR activity presented on an interaction-by-interaction level of details ('IVR Detail (with Talk Time)' which is also available in the set of standard reports under the IVR folder).
- Click on the External Transfer Talk Time to see its distribution by DNIS in a table format (IVR External Transfer Talk Duration by DNIS (Table) which is also available in the set of standard reports under the IVR folder).
- Click on the count of interactions Having IVR Custom Field to drill into a detailed IVR Detail (with Custom Fields) report showing only interactions having IVR custom fields attached, and with IVR activity presented on a segment level of details, as well as the IVR custom fields and their values.
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