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 and IVR(s).

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

Report details

We take the above report as an example to introduce the key metrics for IVR report.
Metric for IVR
Metric Description
Presskey_pressed The number of times that the key has been 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.
Metric for IVR calls
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.