On Premises

IVR Report

Note: Dialogue Intelligence for SSRS - With the Quality Monitoring Report and the Hunt Overview Report we reached a point where the preceding Dialogue Intelligence reporting based on SSRS no longer offers stand-out benefits over PowerBI. As a result, Anywhere365® has decided to end support for SSRS reporting as per 22nd of June 2022. New custom reports for SSRS will no longer be created. Customers are encouraged to start adopting the Anywhere365 template for PowerBI as a replacement as soon as possible to cater for a smooth transition.
If you have custom reports based on SSRS which information is not provided through our PowerBI templates, please contact your delivery partner to help relate you to a suitable PowerBI partner.

File name: IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. Report.rdl

Introduction

IVR Report displays all information relevant to all the IVR Menu.

IVR Choices

The “IVR Choices” items quickly displays the number of Conversations per IVR Question. The item contains the following items:

Item

Description

Group

Show information per selected group in the group parameter.

Question

The Title of the IVR Question

SkillChosen

Shows the information per Skill.

Total

Total number of times this choice was made.

Parameters

With parameters it is possible to filter the record. Below are the parameters available for this Report:

Parameter

Description

Language

Select the language for the reports. More languages can be installed in the Language.rdl report.

UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.

Filter on UCC. Select UCC through a check box.

Starttime

Display all records on and after this date.

Endtime

Display all record before this date.

Dialogue

Filter on the Dialogue Type

  • Inbound

  • Outbound

  • Direct

Type

Filter on the Conversation Type:

  • Accepted

  • Forwarded

  • Missed

  • NoContact

  • NoSkill

  • Overflow

  • QuickDrop

  • Prompt

  • Voicemail

Modality

Filter on the Modality Type:

  • Call

  • Chat

  • CallMe

  • Email

  • OutboundDialer

  • Voicemail

  • AutonomousDialer

Businesshours

Filter dialogue on Businesshours:

  • Show all

  • Show inside businesshours

  • Show outside businesshours

Group

Group row by:

  • UCC

  • SkillChosen