What Is an IVR Report and What Does It Do?
An IVR (Interactive Voice Response) report is a record that documents the performance and usage of the interactive voice response system on the NCVAV Santral. This report includes details such as how users interact with IVR menu options, which options are most frequently selected, and at which stages calls are dropped. IVR reports provide businesses with insights into customer interactions, system efficiency, and opportunities to improve the customer experience. This information helps in optimizing the IVR system's configuration and developing strategies to enhance call management processes.
Features
- IVR Menu Analysis: The IVR (Interactive Voice Response) report analyzes the performance of IVR menus. It shows how users navigate through the menus, which options are selected, and the time spent on each menu.
- Call Routing
Information: The report provides
detailed information on how calls are routed through the IVR system. It
includes data on which options are most frequently selected and at which stages
calls are abandoned.
- User Interaction Tracking: The IVR report tracks and analyzes user interactions. It provides information on how long calls stay in the IVR menu, which options are frequently used, and at what point users abandon the IVR system.
- Performance Metrics: The report includes metrics that measure the performance of the IVR system. It provides performance indicators such as average wait time, response time, and the effectiveness of menu options.
