IVR Statistics

IVR Statistics - Searching

Available reports showing IVR statistics related to ‘IVR Calls’, ‘IVR Calls per DID’, ‘IVR Calls per Original Caller ID’, ‘IVR Calls per option’.

Date range: Click on the populated dates and select from the following options

  • Manually selecting a date range by clicking on a calendar

  • Today

  • Yesterday

  • Last 7 Days

  • Last 30 Days

  • This Month

IVRs: Filters the data by IVR(s)

Original Caller ID: Filters the data by Original Caller ID

Caller ID: Filters the data by Caller ID

Destination: Filters the data by Destination

IVR Statistics - Reports

IVR Calls

Displays details of calls to an IVR

    • Name: Name of IVR

    • Number: Number of IVR

    • Total Calls: Total number of calls to IVR

    • Options Calls: Number of times each option was dialled

    • Abandoned Calls - Timeout: Number of times the IVR timeout was reached

    • Abandoned Calls - Hangup (Menu/Ring): Number of calls that ended due to the caller hanging up in the IVR menu or while the call was still ringing

    • Abandoned Calls - Closed Time: Number of times the IVR was called during closed hours

IVR Calls per DID

Displays details of calls to a DID that is directed to an IVR

    • DID: DID called

    • Call Entry: Clicking on a row will expand the row to display dialled option

    • Total Calls: Total number of calls to IVR

    • Percent: Percentage of calls to each DID compared to all DIDs in report, or dialled options for each DID

IVR Calls per Original Caller ID

Displays details of calls to an IVR grouped by original caller ID

    • Original Caller ID: Original Caller ID

    • Total Calls: Total number of calls to IVR

    • Options Calls: Number of times each option was dialled

    • Abandoned Calls - Timeout: Number of times the IVR timeout was reached

    • Abandoned Calls - Hangup (Menu/Ring): Number of calls that ended due to the caller hanging up in the IVR menu or while the call was still ringing

    • Abandoned Calls - Closed Time: Number of times the IVR was called during closed hours

IVR Calls per Option

Displays details of calls to an IVR and the dialled option

    • IVR: IVR Name

    • Call Entry: Clicking on a row will expand the row to display dialled option

    • Total Calls: Total number of calls to IVR

    • Percent: Percentage of calls to each DID compared to all DIDs in report, or dialled options for each IVR

IVR Statistics - Results & More Detail

Report information will be displayed as per the above report information

More detail information is available by the following options

Clicking on the heading of the report (centre of page) will display individual call details

        • Call ID: Event ID

        • Date Time: Date and time of call

        • Original Caller ID: Incoming original caller ID

        • Caller ID: Incoming caller ID

        • IVR Name: Name of IVR

        • IVR Number: Number of IVR

        • Option: Option dialled (empty for abandoned calls)

        • Destination: Destination for dialled option (empty for abandoned calls)

        • Dest Type: Type of destination dialled (Extension, Queue, Conference, IVR, Voicemail, Directory, Remote Access, Fax to Email, External number, Timeout Destination) (empty for abandoned calls)

        • Ended: Result of call (Connected, Abandoned, Timed Out, Closed Time, Invalid Selection)

Buttons to the right

  • More: Drills down to get more information summarised by smaller time periods

  • Graph: Display the information in a graphical format

  • CSV: Download CSV formatted file with all the statistics shown