IVR Report

Introduction

IVRInteractive Voice Response (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 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.

UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers.

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:

Businesshours

Filter dialogue on Businesshours:

  • Show all
  • Show inside businesshours
  • Show outside businesshours

Group

Group row by:

  • UCC
  • SkillChosen