The Containment Insights page focuses on why customers are leaving their IVR
Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. journey before completing it. The page lists the top 500 common paths based on the path volume of IVR interactions over the last 90 days.
Use the information to improve Studio scripts for IVR to reduce instances of customers abandoning the interaction and to increase self-service success rates.
Here's What You Can Do
In the Containment page, you can:
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Switch between:
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End reason—Displays the end reason and last two events before the customer left the IVR.
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Category—Displays the categories of the customers' conversation with agents, and the last two events before the customer left the IVR. Conversations are analyzed after they end, and are categorized based on what was said. For example, a category can be a password reset or billing issue. The Categories area only displays journeys that include a conversation with an agent.
Click More info to view the category's statistics, such as the customer's sentiment.
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Search for a category or end reason.
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View the event data by volume or percentage.
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Create a new journey by clicking
and selecting New Journey. This is dependent on your user permissions.The builder opens in the Containment Insights page. You can drag and drop event and attributes into the journey builder. When you save the journey, it is added to the Journey Manager page. See Build a Journey.