The Dominant Paths dashboard is used for more complex IVRs with many menu choices such as the ones in an enterprise. It provides a high-level view of your contact center's IVR, or a summary of your top ten most-used IVR paths in the tenant. The numbers on each path represent the total number of calls going through that specific path. It helps you figure out which IVR objects are used by your callers as expected and which paths are not. With this information your can assess requirements to optimize your IVRs.
For example, in the Acme Health clinic, the contact center is using a complicated IVR with eight menu options (1-8). A Dominant Paths report shows that only the first five menu options are used by callers, and the last three menu options do not get any attention by callers. With a careful study of the report, the supervisor is convinced that the last three paths need to be revised or eliminated to improve the efficiency and accuracy of the IVR.
To access Dominant Paths:
|Available Filter Groups||Description|
|Date Range||Choose the date range of the desired report, such as today, this week, or the last certain number of hours.|
The following dominant path shows in the Acme Health clinic example; all entering calls have gone through the same script. Eleven callers have selected Option 1 for a survey, and ten callers avoided the survey and selected Option 2 in the IVR. All calls have been transferred to the queue of the pediatrics department.
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