Omnia Admin Reports: IVR Activity

Alert: Access to this Report:

• Access to this report is based on your user role. You may not be able to access and view a specific report and all of its features if your role does not permit it.

1. Navigate to the Reports Section:

• Go to the Admin Portal and sign in.
• Click the Reports tab to expand it.
• Select Virtual Receptionists, then IVR Activity.

2. Choose an IVR:

• Click on the dropdown menu to select the desired IVR from the list.

3. Select a Date Range:

• You can quickly select the last 10 days or last 30 days using the buttons provided.

4. Select Count or Ratio:

• Toggle between Count and Ratio to view the data in the preferred format.

5. Filter Settings:

• Click the Filter button to open the settings and choose the desired date range and time. Additional options include: Last week, Last month, Last 3 months, Last 6 months, and Last year.
• Select the data distribution: Daily, Monthly, or Hourly.
• Click Update to apply the filters.

6. Reset Filters:

• Click the Reset button to remove all applied filters.

7. IVR Activity Metrics:

• Total Entries (Blue): The total number of entries into the IVR system.
• Unique Entries (Green): The number of unique entries.
• Valid Key Presses (Red): The number of valid key presses detected.
• Ext Dials (Purple): The number of extension dials.
• Timeouts (Pink): The number of times callers were timed out.
• Hangups (Teal): The number of hang-ups detected.
• Wrong Key Presses (Orange): The number of incorrect key presses.

8. Interpreting the Data:

• The graph displays these metrics over the selected date range.
• Hover over the graph points to see detailed information for each metric.

9. Use the Legend to Filter Metrics:

• Click on any metric in the legend to remove it from the view.
• This feature allows you to focus on specific metrics by filtering out the others.

10. Export IVR Data:

• After applying the desired filters, click the Export Data button to download the report based on the selected criteria.

11. Loop Ratio:

• The loop ratio measures the number of loops per unique entry to the virtual receptionist.
• Shows the total number of entries and unique entries.

12. Valid Keys:

• Displays data on valid key presses in the IVR system.
• Click Total to view the total number of valid key presses.
• Click Avg to see the average number of valid key presses per day.
• Click % to view the percentage of valid key presses compared to all key presses.

13. Wrong Keys:

• Displays data on incorrect key presses in the IVR system.
• Click Total to view the total number of wrong key presses.
• Click Avg to see the average number of wrong key presses per day.
• Click % to view the percentage of wrong key presses compared to all key presses.

14. Valid Key Presses:

• Displays the number of valid key presses in the IVR system.
• Pie Chart:
  • Each segment represents a different key press.
  • Hover over a segment to see the exact count (e.g., key "2" was pressed 18 times).
• Legend:
  • Color-coded for each key press.
  • Click on a legend item to highlight or remove the corresponding segment from the pie chart.

15. Valid Key Presses:

• Shows the count of valid key presses in the IVR system.
• X-axis: Number of key presses.
• Y-axis: Specific keys pressed.
• Hover over a bar to see the exact count.
• Green color indicates valid key presses.

16. Wrong Key Presses:

• Displays the count of incorrect key presses in the IVR system.
• Axes:
  • X-axis: Number of key presses.
  • Y-axis: Specific keys pressed.
• Bars:
  • Each bar shows a wrong key press.
  • Bar length = Number of incorrect presses.
  • Hover over a bar to see the exact count (e.g., key "1" was pressed 5 times).
• Legend:
  • Red color indicates the count of wrong key presses.

17. Extension Dialing:

• Displays the frequency of extension dialing attempts.

Table Columns:

• Extension: Lists the dialed extensions. Click the column header to sort by extension number.
• Count: Number of times each extension was dialed. Click the column header to sort by count.
• %: Percentage of total extension dialing attempts. Click the column header to sort by percentage.

18. Other Events:

• Displays various events in the IVR system.

Graph Elements:

• X-axis: Shows different events (Ext Dials, Timeouts, Hangups).
• Y-axis: Represents the count of each event.
• Bars:
  • Each bar represents the count of a specific event.
  • Hover over a bar to see the exact count (e.g., Timeouts = 50).

Options:

• Total: Shows the total number of each event.
• Avg: Displays the average number of each event.
• %: Shows the percentage of each event.