Engage Voice
Historical dashboards: Inbound IVR Overview
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
This section shows a bar chart detailing the distribution of interactions by custom fields and the values of those custom fields when attached to IVR scripts.
Filters found in this section:
- Started: Days range that the report will be covering. Activity is attributed to a time period by the started timestamp.
- 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"). Do not change!
- Product Group: Narrows the report down to a certain product/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) / subset of products (IVRs).
- Custom Field Name: Allows you to select only certain IVR custom fields. It makes sense to use this filter to select only fields containing low-cardinality values, otherwise, the chart may be not able to display, and will be hardly readable.
- Custom Field Value (String): Allows you to select only certain values of IVR custom fields.
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 shows a detailed IVR report where every IVR interaction is presented. Shows custom fields collected by IVR.
Filters found in this section:
- Started: Days range that the report will be covering. Activity is attributed to a time period by the start timestamp. Do not select large time intervals, as the report may not be able to display if it contains too much data.
- UII: Allows selecting a UII(s) of an interaction of interest.
- 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"). Do not change!
- Product Group: Narrows the report down to a certain product/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) / subset of products (IVRs).
- Custom Field Name: Allows you to select only (deselect) certain IVR custom fields.
- Custom Field Value (String): Allows you to select only (deselect) certain values of the IVR custom fields.
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