IVR Report

IVR report provides a quick overview of the keypress events for IVR as well as granular insights into the associated IVR calls. This topic introduces how to access the report and explains the key metrics in detail.

Access IVR Report

  1. Log in to PBX web portal, go to Reports and Recordings > Call Reports.
  2. In the Report Type drop-down list, select IVR Report.

  3. Filter data by system time, key type, and IVR(s).

    A report that meets the filter criteria is displayed on the page, as shown below.

    Figure 1. IVR with standard keys
    Figure 1. IVR with custom keys

Report details

We take the above reports as examples to introduce the key metrics for IVR report.
IVR with standard keys
  • Metrics for IVR (with standard keys)

    Metric Description
    Presskey_pressed The number of times that the key was pressed.
    Response Timeout

    The number of times that IVR calls were routed to the timeout destination.

    Note: IVR calls will be routed to response timeout destination if no key was pressed after reaching the maximum Prompt Repeat Count.
    Invalid Input Destination The number of times that IVR calls were routed to the invalid input destination.
    Note: IVR calls will be routed to invalid input destination if callers repeatedly entered a DTMF digit that is not defined for the IVR after reaching the maximum Prompt Repeat Count.
  • Metrics for IVR call (with standard keys)

    Metric Description
    ID A unique ID for the call.
    Time When the call was received.
    Call From The number and the name of the caller.
    Press The keypress event.
    Destination The destination of the call.
    Operation Duration The time between the caller called into the IVR and exited the IVR.
IVR with custom keys
  • Metrics for IVR (with custom keys)

    Metric Description
    Overall IVR The number of times that all key press events in the IVR were triggered.
    {key_pressed}

    The number of times that the key was pressed.

    Response Timeout

    The number of times that IVR calls were routed to the timeout destination.

    Note: IVR calls will be routed to response timeout destination if no key was pressed after reaching the maximum Prompt Repeat Count.
    Invalid Input Destination The number of times that IVR calls were routed to the invalid input destination.
    Note: IVR calls will be routed to invalid input destination if callers repeatedly entered a DTMF digit that is not defined for the IVR after reaching the maximum Prompt Repeat Count.
  • Metrics for IVR call (with custom keys)

    Metric Description
    ID A unique ID for the call.
    Time When the call was received.
    Call From The number and the name of the caller.
    Press The keypress event.
    Destination The destination of the call.
    Operation Duration The time between the caller called into the IVR and exited the IVR.