Wondering how to run a comparative analysis of your IVRs? Check our quick guide to the IVR Performance Summary for more information.
The IVR Performance Summary 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 All Reports > Publisher Reports > IVR Performance Summary section.
You can review the report grouped by IVR, Publisher, and Phone Number.
You can narrow down the search results by using the following filters:
- Date: Select the date range of the report.
- 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 following Knowledge Base article.
The report contains the following information:
- Date: The particular date. (The column is available only in the “Do Not Group” tabs).
- IVR: The name of the IVR. (The column is available only in the “Grouped By IVR” and “Do Not Group” tabs).
- Publisher: The name of the Publisher. (The column is available only in the “Grouped By Publisher” and “Do Not Group” tabs).
- Publisher Channel: The name of the Publisher’s Channel. (The column is available only in the “Do Not Group” tabs).
- Publisher Phone Number: The Publisher’s phone number. (The column is available only in the “Grouped By Phone Number” and “Do Not Group” tabs).
- Call Count: The total number of processed calls.
- Leads: The total number of processed 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 processing through the IVR.
- IVR Errors: The total number of calls that were hung up by the system because of errors and timeouts during processing through the IVR.
- IVR Success: The total number of successful IVR completions.
- Lead Hangup (IVR) Rate %: The percentage ratio of the Lead Hangups (value in the “Lead Hangup (IVR)”) to the total number of processed leads (value in the “Leads” field).
- IVR Error rate %: The percentage ratio of the IVR errors (value in the “IVR Errors” field) to the total number of leads (value in the “Leads” field).
- IVR Success rate %: The percentage ratio of the IVR completions (value in the “IVR Success” field) to the total number of leads (value in the “Leads” field).