Symptom / Need

You need to know what times of day the most calls are received on the IVR and how long users stay on it.

Context / Scenarios

This report is useful for analyzing the times of greatest demand on an IVR, allowing you to identify hourly usage patterns. With this information, you can make decisions to optimize IVR capacity, improve traffic distribution, and adjust available resources based on call peaks.

Answer (Solution/Recommendation)

The "1.2 IVR Calls and Minutes x Hour" report is located in the "Diagram Reports" tab within the "Reports" section of wolkvox Manager in the left side menu. This report allows you to view the number of calls and the total time spent on the IVR broken down by hour. The columns in this report include:

• DATE: Day and time analyzed in the report.
• CALLS: Total number of calls received on the IVR in that hour.
• IVR_MINUTES: Total number of minutes consumed on the IVR in that hour.