IVR Press Path Report

Report source: DW (Data Warehouse)

Report refresh rate: 10 seconds

The IVR 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 abandoned 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.

Run this Report

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

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 12:00 AM today 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 day of last month to 11:59 PM the last day of last month.
Month to Date	12:00 AM on the first day 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 skill 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 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 . You can also click Add All to select all the points of contact, skills, or script names.

   Learn more about the functions in this step

   Function	Description
   Search	Filter the results in the Available column.
   Available	View the points of contact, skills, and script names you can choose from. To select an option, click its name and then click Add . It will appear in the Selected list. You can select all the currently displayed options by clicking Add All .
   Selected	View the points of contact, skills, and script names you have chosen. To remove an option, click its name and then click Remove . It will reappear in the Available list. You can remove all the selected options by clicking the Remove All .
   Hide Inactive	Removes currently inactive points of contact, skills, and script names from the Available column.

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 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..
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 IVR, 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 IVR, a single contact could take a branch multiple times.