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The IVR Summary report totals entries, key presses, extension dials, hangups, and timeouts for each virtual receptionist (IVR, the automated “press 1 for…” menu).
What you can see in this report depends on your user role.

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Accessing the IVR Summary

  1. Go to the Admin Portal and sign in.
  2. Click Reports to expand it, then select Virtual Receptionists > IVR Summary.

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IVR Summary

The report opens showing today’s data. Click any column header to sort by it. The columns are:
  • Unique Entries and Total Entries
  • Loop Ratio: Ratio of repeated entries.
  • Valid Key Total and Valid Key %
  • Wrong Key Total, Wrong Ext Dial, and Wrong Key %
  • Extension Dial Total and Ext Dial %
  • Hangups Total and Hangup %
  • Time Outs Total and Time Out %

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Filtering the Data

  1. To change the date range, click Yesterday, Last 10 Days, or Last 30 Days at the top of the page.
  2. For more options, click Filter. Pick a start and end date and time, or pick a preset such as Last week. Click OK.
  3. In the filter settings:
    • Choose a distribution: Hourly, Daily, Monthly, or None.
    • Under Filter By, select Virtual Receptionists.
    • Select the IVRs you want to include.
  4. Click Update to apply your filters.
To clear all filters, click Reset.

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Exporting the IVR Summary

Click Export to download the summary as a CSV file.