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 describes 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. Access IVR report.
    1. Click Default Reports tab.

      Note: To enhance system performance, Yeastar has upgraded the CDR module in version 84.21.0.117 with a new data structure for clearer display and more comprehensive call details. The system gradually deletes old CDRs and related call report data according to the CDR Auto Cleanup setting. Before old call report data are cleaned up, new and historical data are managed separately - the Default Reports tab for new data and the Call Reports(Legacy) tab for historical data.

      This topic describes how to access new call report data generated after upgrading to version 84.21.0.117 or later. To access historical data, click Call Reports(Legacy) tab to proceed.

    2. In the Call Activity Reports pane, click IVR Report.
  3. Set filter criteria for the call report.

    1. In the Time field, specify the time range that the report will cover.
    2. Filter data by key type and IVR(s).

      The report that matches the filter criteria is displayed on the page, as shown below.

      Figure 1. IVR with standard keys
      Figure 1. IVR with custom keys
  4. Optional: Adjust columns in the list to focus on the key performance indicators that you want to track.
    Operation Description
    Select columns to display Click to select the columns to display.
    Pin a column Click beside the desired field, then drag it to the Left (Freeze Column) or Right (Freeze Column).
    Change column order Click beside the desired field, then drag it to the desired position.
  5. Optional: Save the report for quick access, or schedule it for automatic delivery via email.
    Operation Description
    Add to My Reports Add this report to My Reports list for quick access.
    1. At the bottom of the page, click Add to My Reports.
    2. Enter a name to help you identify the report, and adjust filters or metrics as needed.
    3. Click Save.
    Add to Scheduled Reports Schedule a task to automatically send the report via email.
    1. At the bottom of the page, click Add to Scheduled Reports.
    2. Complete the follow-up settings according to scheduled task.
    Download the report Download the report to local PC for offline review and further analysis.

    1. Optional: Click to customize the report download setting, then save the changes.
      • File Format: Specify the download format for the report.
        • CSV
        • XLS
        • HTML
        • PDF
      • Duration Format: Specify the display format for all duration-related fields.
        • Display in Second (s)
        • Display as HH:MM:SS
      • Export Fields: Specify the fields to export.
        • All
        • Selected
      • Include Details: Whether to download the list data only, or include detailed records.
        If you choose to include detailed records, specify how the details will be downloaded.
        • Download data as multiple files/sheets
        • Details are displayed as indented, offset rows within the same list
    2. Click Download.

Report details

Refer to the table below for a detailed description of the report metrics.

IVR with standard keys
  • Metrics for IVR (with standard keys)

    Metric Description
    Press{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 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.