Inbound IVR Report
Inbound IVR Report provides statistics of the inbound calls made to your IVRs during a selected time range.
Use this report to compare which IVRs get the highest call traffic, so you can distribute your resources accordingly. Analyze the metrics to identify the most loaded queues and make necessary changes to minimize the customers' wait time.
REPORT HIGHLIGHTS
The report highlights provide important insights based on your search criteria.
- Total Calls: The total number of calls routed to IVR.
- Total Time: The total call duration.
- Popular IVR: IVR that received the most calls.
- Popular Queue: Queue that received the most calls.
INPUT FIELD
The following input fields are available to customize your report.
- To display the report on the screen.
- To export the report in Excel, CSV, or PDF format.
- IVR: Search by IVR.
- Queue: Search by queue.
- X-Axis: Select a value on which the X-axis will be based.
- Y-Axis: Select a value on which the Y-axis will be based.
- Group by: Select how to group your values.
- Date Range: Click on the Calendar icon to select the desired date range. Click on 'Apply' to save the date range selected.
INBOUND IVR RESULTS
- Click on the icon to change the chart view.
- Click on the icon to export the graph in PDF format.
- IVR Stats:
- Total Calls: The total number of calls received per IVR.
- Calls (%): The percent distribution of calls among IVRs.
- Queue Stats:
- Total Calls: The total number of calls received per queue.
- Calls (%): The percent distribution of calls among queues.