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This document provides a step-by-step guide for accessing and utilizing the IVR Log report in the Omnia Admin Portal. It includes instructions for navigating to the reports section, understanding the records table, and filtering the data by date range and additional criteria. The guide also explains how to access the detailed Call Flow View for in-depth analysis of specific call paths and actions. This document ensures efficient tracking and management of IVR activities within the Omnia platform
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.

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Accessing the IVR Log

  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 Log.

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Viewing Virtual Receptionist Records

  1. Understanding the Records Table:
  • The records table provides detailed information about each call handled by the Virtual Receptionist. The columns include:
    • Time: The date and time when the event was logged.
    • IVR: The IVR system that handled the call.
    • Event: The event type (e.g., Enter, Hangup, Valid Key, Timeout).
    • Caller Num: The phone number of the caller.
    • Loop #: The number of loops per unique entry to the virtual receptionist.
    • Ext Dialed: The extension dialed by the caller.
    • Key: The key pressed by the caller.
    • Caller Name: The phone number of the caller (if available).
  • The initial results shown will be for today’s date.

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Filtering Virtual Receptionist Records

  1. Using Quick Filters:
  • You can quickly filter records by date using the buttons at the top of the page:
    • Yesterday
    • Last 10 Days
    • Last 30 Days
  1. Accessing Filter Settings:
  • Click on the Filter button to open the filter settings.
  1. Selecting Date and Time Range: In the filter settings, you can select a specific date and time range:
  • Use the calendar to pick start and end dates.
  • Adjust the time settings as needed. Alternatively, you can choose from predefined date ranges such as: Last week,Last month, Last 3 months, Last 6 months, or Last year. After setting your desired filters, click OK.
  1. Filtering by Additional Criteria:
  • You can further filter the records by additional criteria:
    • Virtual Receptionist: Select specific IVRs.
    • Call ID: Enter a specific Call ID.
    • Events: Select specific events to filter by (e.g., Valid Key, Wrong Key, Ext Dial, Timeout, Hangup, Enter).
  • After setting your desired filters, click Update to apply them and update the records table.
  1. Reset Filters:
  • Click Reset to remove your filters and start over if needed.

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Exporting the IVR Log

  1. Export Data:
  • Click the Export button to download the data in CSV format.

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Accessing the Call Flow View

  1. Accessing Call Flow View: To access the detailed Call Flow View, click the call flow button next to a record or click on the record itself. Viewing the Call Flow: This will open the detailed Call Flow View, providing insights into the specific call path and related actions taken.
 

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