The “IVR Performance Report” allows you to get an overview of IVR performance and have a detailed comparative analysis of multiple IVRs.

The “IVR Performance Report” allows you to get an overview of IVR performance and have a detailed comparative analysis of multiple IVRs. To view the report, go to the Analytics and Optimization > Performance Tools > IVR Performance Report section.

You can review the report grouped by IVR, Publisher, and Phone Number.

You may use the following filters to generate a detailed report:

  • Date - select the date range.

  • Product - select the Product.

  • IVR - select the IVR.

  • Publisher - select the Publisher.

  • Publisher Phone Number - select the Publisher’s phone number.

  • Publisher Source - select the Publisher’s source.

  • Call status - select the call status. Read more information about call statuses in the article.

The report contains the following information:

  • Date - the selected date.

  • IVR - the name of the IVR. (The column is available only on the “Grouped By IVR” and “Do Not Group” tabs).

  • Publisher - the name of the Publisher. (The column is available only on the “Grouped By Publisher” and “Do Not Group” tabs).

  • Publisher Channel - the name of the Publisher’s Channel.

  • Publisher Phone Number - the Publisher’s phone number. (The column is available only on the “Grouped By Phone Number” and “Do Not Group” tabs).

  • Call Count - the total number of calls.

  • Error count - the total of errors.

  • Leads - the total number of leads.

  • Sold - the total number of sold leads.

  • Reject - the total number of rejected leads.

  • Lead Hangup(IVR) - the total number of calls that were hung up by leads during IVR.

  • IVR Errors - the total number of calls that were hung up by the system because of errors and timeouts during the IVR.

  • IVR Success - the total number of successful IVR completions.

  • Lead Hangup (IVR) Rate % - the percentage ratio of the Lead Hangups to the total number of leads.

  • IVR Error rate % - the percentage ratio of the IVR errors to the total number of leads.

  • IVR Success rate % - the percentage ratio of the IVR completions to the total number of leads.

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