IVR Press Path Report

Report source: DW (Data Warehouse)

Report refresh rate: 10 seconds

The IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. Press Path report displays details on the path that callers take through the IVR. You can use this data to tune your IVR reports to improve user experience and decrease the amount of abandonedClosed Call that enters the contact center system, but the caller ends the call before reaching an agent calls.

This report only shows data on these studio actions:

  • Begin.

  • Case.

  • If.

  • Ivrlog.

  • Menu.

  • Reqagent.

See the Ivrlog action for more information.

The platform stores 90 days of data, but you can only run this report with 30 days of data at a time.

Run this Report

Follow the instructions in the sections below to run the IVR Press Path report.

Complete each of these tasks in the order given.

Enable IVR Reporting

To gather data for the IVR Press Path report, you must enable it in each point of contact you want available in the report.

  1. Click the app selector and select ACD.

  2. In the left navigation menu, click Points of Contact.

  3. Open the point of contact you want to see in the IVR Press Path report.

  4. On the Details tab, click Edit.

  5. Enable IVR Reporting Enabled.

  6. Click Done.

Select a Date and Time

The default date and time range is today from 12:00 AM to now. You can click the arrows to cycle through dates.

You can also click inside the date range box to select from these options:

Option

Description

Today Default. 12:00 AM to now.
Yesterday 12:00 AM to 11:59 PM yesterday.
Last 7 Days 12:00 AM seven days ago to now.
Last 30 Days 12:00 AM 30 days ago to now.
Previous Week 12:00 AM last Sunday to 11:59 PM last Saturday.
Previous Month 12:00 AM on the first of last month to 11:59 PM the last day of last month.
Month to Date 12:00 AM on the first of this month to now.
Specific Date Opens a date selector and lets you choose a specific day from which to pull data. The default time range is 12:00 AM to 11:59 PM. You can click in the time range boxes to edit them.
Date Range Opens two date selectors that enable you to select a start and end date. The default time range is 12:00 AM on the selected start date to 11:59 PM on the selected end date. You can click in the time range boxes to edit them.

Select a Point of Contact, Skill, or Script Name

You must select at least one point of contact, ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, or script name under Show Options to run the report.

  1. In the IVR Press Path report, click + Show Options.

  2. Click Add icon of a plus sign next to Point of Contact, Skills, or Script Name.

  3. Select a point of contact, skill, or script name from the list on the left, then click Add icon of an arrow pointing right. You can also click Add All icon of two arrows pointing right to select all the points of contact, skills, or script names.

  4. Click Done.

  5. Once you've selected all the points of contact, skills, or script names you want, click Run Report.

Data in this Report

The IVR Press Path report has multiple columns that present data attributes and metrics. The table below provides a description for each column.

Column Description
Action The type of Studio action that triggers the selection in the IVR.
Label The name you gave the Studio action that triggers the selection in the IVR. If you did not give the action a descriptive name, the default name of any action is the name of the action itself.
Result The result of the Studio action.
Selection Count The number of contacts who selected the Result in the date and time range you specified. Note that the count represents the total count of the actions. Depending on the layout of the IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both., it is possible that a single contact could repeat an action and branch multiple times.
% Selection The percentage of contacts who selected the Result rather than the other option associated with the Studio action. Note that the percentage represents the total count of the actions. Depending on the layout of the IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both., a single contact could take a branch multiple times.