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.

      

   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.

   

   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

   

   IVR with custom keys

   

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.

     

   • 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.

     

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

     

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.

   • Download: export the report to your computer for offline review and further analysis.

     

     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

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

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

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

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.