The IVR Metrics presents caller behavior and routing in an active graphical format. It provides details of what happened to the dropped calls and validates a good IVR. The IVR Metrics dashboard shows the path taken by every single call entering your contact center. It visually represents the number of calls that enter the IVR plus the calls hung up while drilling down the IVR path taken during the specified time period.
In IVR Metrics, the biggest node with the highest number shows the total number of calls entering your contact center. If you hover over each node, it shows the IVR scripts and associated channels used for that node, separated by commas. The smaller nodes show the IVR script and object used. When a node is selected in the tree, the traffic coming to that node is shown. Caller Hangup on IVR metrics provides useful data for supervisors regarding the calls terminated by callers before being accepted by any agent.
You can use IVR Metrics to understand the usability of scripts, identify flaws (if any), and improve your IVR design. It helps you find out where the callers have most problems following the IVR or where they opt out of the calls. Sometimes a confusing IVR announcement can direct the customers to a wrong selection and eventually cause them to drop the call and have a undesirable customer experience.
For example, in the Acme Health clinic during the flu season, a high volume of calls comes in inquiring about flu shots. You do not have enough staff to keep up with the number of calls; as a result, the wait time in the queue goes up, causing dissatisfaction among callers. After consulting with your agents about the nature of the incoming calls, you incorporate an option in the IVR announcing the dates and time the clinic offers flu shots. By implementing the new IVR, you realize the number of calls goes down. IVR Metrics helps you study the details of calls and verify if an IVR update has pointed the callers in the right direction.
To access IVR Metrics:
|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.|
Note: The following nodes are displayed in the callers actions mode: DTMF (Menu, GetDigit,Extension), Exit Points (Forward to queue, Forward to voicemail, Forward to external number, DefaultT, IVR hang-up), and Customer Hung-up.
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