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IVR Summary Report

Report Summary

Shows the summary report of the IVR activities per day

Report Columns

Following are the report columns

Fields

Description

Date

Shows the date.

Language

Shows the selected language of summarized data.

Menu

Shows total number of times customers selected the Main Menu on the IVR.

Sub Menu

Shows total number of times customers selected the Sub Menu on the IVR.

Abandoned on IVR

Total number of Abandoned calls on IVR.

Transfer to Queue

Total number of calls transferred to the Queue.

Total IVR Duration

Shows the sum of time the customer spent on IVR
Format: hh:mm:ss

Average IVR Duration (s)

Shows the Average time the customer spent on IVR in seconds.

IVR Utilization (%)

Show the IVR utilization in percentage.

Maximum IVR Duration (s)

Shows the Maximum time the customer spent on IVR in seconds.

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.

  • Language ~ choose the language for which you want to filter out the data.


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