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IVR Detail Report

Report Summary

Shows detail IVR journey of the customer for each call

Report Columns

Following are the report columns

Fields

Description

Start Date & Time

Shows the Start Date & Time of the IVR activity

Call ID

The unique identifier of a call.

Conversation ID

The unique identifier of a customer conversation.

ANI

Shows the Calling Number of the customer.

Language

Shows the language selected by the customer.

End Date & Time

Shows the End Date & Time of the IVR activity

Menu

Shows the Main Menu selected by the customer.

Sub Menu

Shows the Sub Menu selected by the customer.

Journey

Shows the complete journey of the customer menu selection on IVR.

eg. main menu, sub-menu, sales,etc.

Disposition

Shows the disposition of the call on IVR.

eg. DIALOG_ENDED, TRANSFER

Duration (S)

Total duration of IVR activity in second(s).

Report Filter

The following report filters are available for filtering the reporting data.

  • Date ~ choose the date for which you want to filter out the data.

  • Conversation ID ~ choose the Conversation ID for which you want to filter out the data.

  • Call ID ~ choose the Call ID for which you want to filter out the data.

  • Disposition ~ Select the disposition for which you want to filter out the data.


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