IVR Statistics
📖 Introduction
IVR Statistics shows how callers navigate your phone menus. Identify popular options, bottlenecks, and abandonment points.
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🎯 Key Metrics
| Metric | Description | |
|---|---|---|
| Total Entries | Callers who entered IVR | |
| Option Usage | Which keys are pressed | |
| Avg Time in IVR | How long before selection | |
| Abandonment | Left without selection | |
| Timeouts | No key pressed | |
| Invalid | Wrong key pressed |
🖥️ Accessing the Module
Navigation:Reports → IVR Statistics
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📝 Statistics Dashboard
IVR Overview
| IVR | Entries | Opt 1 | Opt 2 | Opt 3 | Abandon | |
|---|---|---|---|---|---|---|
| Main Menu | 1,250 | 45% | 30% | 15% | 10% | |
| Support | 380 | 60% | 25% | 10% | 5% |
Option Breakdown
For selected IVR:
| Option | Key | Destination | Usage % | |
|---|---|---|---|---|
| Sales | 1 | Sales Queue | 45% | |
| Support | 2 | Support Queue | 30% | |
| Billing | 3 | Billing Queue | 15% | |
| Repeat | Replay Menu | 5% | ||
| Operator | 0 | Reception | 5% |
Time Analysis
| Time Period | Entries | Abandon Rate | |
|---|---|---|---|
| 9 AM - 12 PM | 450 | 8% | |
| 12 PM - 2 PM | 180 | 15% | |
| 2 PM - 5 PM | 420 | 7% |
🚀 Common Insights
High Abandonment
- Menu too long
- Options confusing
- Hold times too long
Option Never Used
- Consider removing
- Possibly unclear
Frequent Timeouts
- Menu too fast
- Callers confused
- Add "Press star to repeat"
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💡 Tips
TIP
Review monthly: Adjust IVR based on patterns.TIP
Popular first: Put most-used options first (Press 1).TIP
Short menus: 4-5 options maximum.---
🔗 Related Modules
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← Previous: CDR Filters | Next: Queue Reports →*