Journey Insights

Click Journey Definition to view the journey definition.

To get more insights for a specific period, change the date range. This allows you to view additional event and attribute distribution.

The trend line shows the overall IVR Journey completion rate for the selected date range and the number of interactions that reached the last step of the journey against the first step of the journey.

1. Hover on each day in the selected time frame to view the daily aggregation results so you can identify spikes in a specific day.

2. Click the arrows in the upper right of the trend graph to expand the trend view. Now you can see the date range for the IVR interactions and hover again over each day.

3. Select a different date range to get more insights.

4. Spikes investigate the dates

5. Events: front-end and back-end (studio call it action, not event)

Click a step or drop-off to view more statistics about the attributes and events distribution:

• Completion rate for the step

• Statistics for attributes

  See information about the attributes in the selected step or drop-off:

  • View average duration and total duration in the menu item

  • See end reason

  • Sort attributes according to volume/percent

  • View Top 3 or Top 10

• Sort events according to volume of events in the selected step or drop-off

Navigate back to dashboard to view other journeys using breadcrumbs at top of screen.

Select and perform analysis on any saved IVR Journey, or create a new IVR Journey.