# IVR Report

The IVR report shows how callers move through your interactive voice response (IVR) menus: the recorded greetings that ask a caller to "press 1 for sales, press 2 for support" and route the call based on the key they choose. At a glance you can see how often each key is pressed, and you can drill into the individual calls behind those totals to understand where callers end up, how many time out or enter an invalid option, and how long they spend in the menu.

## Access the IVR report

1. Sign in to the PBX (private branch exchange) web portal and go to **Reports and Recordings > Call Reports**.
2. Open the report:
   1. Select the **Default Reports** tab.

      ![Default Reports tab under Call Reports](/images/pbx/access-new-call-report.png)

   2. In the **Call Activity Reports** pane, click **IVR Report**.

   :::note
   In version 84.21.0.117 the CDR (Call Detail Record) module was rebuilt with a new data structure that presents call details more clearly. Older CDRs and the report data tied to them are removed over time according to your **CDR Auto Cleanup** setting. Until that cleanup finishes, new and historical data are kept in separate places: the **Default Reports** tab holds data recorded on 84.21.0.117 or later, and the **Call Reports (Legacy)** tab holds everything from before the upgrade. The steps below cover the newer data on the **Default Reports** tab. To review older data, open the **Call Reports (Legacy)** tab instead.
   :::

3. Set the report filters.

   ![IVR Report with time and IVR filters in the Call Activity Reports view](/images/pbx/select-ivr-report.png)

   1. In the **Time** field, choose the date range the report should cover.
   2. Narrow the results by key type and by one or more IVRs. When you are tuning a single menu, filter to that one IVR and a short date range so the numbers are easier to read. The report that matches your filters appears on the page.

   The layout depends on the key type you select:

   **IVR with standard keys**

   ![Keypress totals for a menu that uses standard keys](/images/pbx/ivr-report-standard-type.png)

   **IVR with custom keys**

   ![Keypress totals for a menu that uses custom keys](/images/pbx/ivr-report-custom-type.png)

4. (Optional) Adjust the columns so the list highlights the metrics you care about:
   - **Choose which columns appear**: click the columns icon and select the fields to display.

     ![Column selector for choosing which report fields are shown](/images/pbx/filter-report.png)

   - **Freeze a column**: click the drag handle next to a field, then drag it onto **Left (Freeze Column)** or **Right (Freeze Column)**. A frozen column stays visible while you scroll the rest of the table sideways.

     ![Freezing a report column to the left or right](/images/pbx/report-freeze-column.png)

   - **Reorder columns**: click the drag handle next to a field and drag it to a new position.

     ![Dragging a field to a new position to reorder the columns](/images/pbx/report-change-field-order.png)

5. (Optional) Save the report for quick access, schedule it for automatic delivery, or export it:
   - **Add to My Reports**: save the current view to your **My Reports** list for one-click access later. Click **Add to My Reports** at the bottom of the page, enter a name that identifies the report, adjust the filters or metrics if needed, then click **Save**.
   - **Add to Scheduled Reports**: have the report emailed automatically on a schedule. Click **Add to Scheduled Reports** at the bottom of the page, then finish the setup as described in [Schedule call reports](/pbx/administrator-guide/schedule-call-reports/).
   - **Download**: export the report to your computer for offline review and further analysis.

     ![Report download options for format, duration, fields, and detail level](/images/pbx/report-download-setting-with-detail.png)

     Optionally click the settings icon to change the download options and save them, then click **Download**:
     - **File Format**: the file type to produce: **CSV**, **XLS**, **HTML**, or **PDF**.
     - **Duration Format**: how every duration field is shown: **Display in Second (s)** or **Display as HH:MM:SS**.
     - **Export Fields**: export **All** fields or only the **Selected** ones.
     - **Include Details**: choose whether to export just the summary list, or include the underlying per-call records too. When you include records, pick how they appear: **Download data as multiple files/sheets**, or show them as indented, offset rows within the same list.

   :::tip
   **My Reports** and **Scheduled Reports** solve different problems. Add a report to **My Reports** when you want to reopen the same filtered view yourself with one click. Add it to **Scheduled Reports** when someone should receive it automatically by email without opening the portal at all.
   :::

   :::caution
   The per-call records include each caller's phone number and name (the **Call From** field). Downloaded files and scheduled emails carry that information out of the portal, so send reports only to people who are allowed to see caller details.
   :::

## Report details

The available metrics differ slightly depending on whether the IVR uses standard keys or custom keys.

:::note
Two terms appear throughout these tables:
- **DTMF (Dual-Tone Multi-Frequency)**: the tone a phone sends when a caller presses a key on the keypad. It is how the IVR knows which option was chosen.
- **Prompt Repeat Count**: the number of times the IVR replays its prompt while waiting for a valid keypress. This limit is set in the IVR's own configuration. A call is only counted under **Response Timeout** or **Invalid Input Destination** once the caller reaches this limit.
:::

### IVR with standard keys

**Menu-level metrics**

![Keypress totals for a standard-key IVR](/images/pbx/ivr-report-standard-type.png)

| Metric | Description |
| --- | --- |
| Press *{key_pressed}* | The number of times the key was pressed. |
| Response Timeout | The number of calls routed to the timeout destination. This happens when no key is pressed before the IVR reaches its maximum **Prompt Repeat Count**. |
| Invalid Input Destination | The number of calls routed to the invalid input destination. This happens when a caller repeatedly enters a DTMF digit that the IVR does not define, up to the maximum **Prompt Repeat Count**. |

**Per-call metrics**

![Individual call records for a standard-key IVR](/images/pbx/standard-ivr-report-detail.png)

| Metric | Description |
| --- | --- |
| ID | A unique identifier for the call. |
| Time | When the call was received. |
| Call From | The caller's number and name. |
| Press | The keypress event. |
| Destination | Where the call was sent. |
| Operation Duration | The elapsed time between the caller entering the IVR and leaving it. |

### IVR with custom keys

**Menu-level metrics**

![Keypress totals for a custom-key IVR](/images/pbx/ivr-report-custom-metric.png)

| Metric | Description |
| --- | --- |
| Overall IVR | The total number of times any keypress event in the IVR was triggered. |
| *{key_pressed}* | The number of times the key was pressed. |
| Response Timeout | The number of calls routed to the timeout destination. This happens when no key is pressed before the IVR reaches its maximum **Prompt Repeat Count**. |
| Invalid Input Destination | The number of calls routed to the invalid input destination. This happens when a caller repeatedly enters a DTMF digit that the IVR does not define, up to the maximum **Prompt Repeat Count**. |

**Per-call metrics**

![Individual call records for a custom-key IVR](/images/pbx/overall-ivr-details.png)

| Metric | Description |
| --- | --- |
| ID | A unique identifier for the call. |
| Time | When the call was received. |
| Call From | The caller's number and name. |
| Press | The keypress event. |
| Destination | Where the call was sent. |
| Operation Duration | The elapsed time between the caller entering the IVR and leaving it. |