Symptom / Need

You need to know how many calls were transferred from the IVR to an agent, how long they stayed in each phase, and whether the transfer was successful or not.

Context / Scenarios

When a customer interacts with an IVR (Interactive Voice Response), they may need to be transferred to a human agent to resolve their request. To evaluate the effectiveness of these transfers and detect possible points of improvement in the user experience, it is essential to have a report that details:

• If the call was abandoned in the IVR or during transfer.
• How long the customer stayed in the IVR before being transferred.
• Whether the agent answered the call and how long the conversation lasted.

Answer (Solution/Recommendation)

The "11. IVR Agent Passage" report is available in the "Diagram Reports" tab, within the "Reports" section of wolkvox Manager in the left side menu. This report shows the interactions transferred from the IVR to the agents, identifying whether the call was abandoned or successfully completed.

Columns in this report include:

• CONN_ID: Caller ID number.
• TIME_ON_RP: Time in minutes and seconds that the customer was in the IVR.
• START_DATE_RP: Date and time the call entered the IVR.
• END_DATE_RP: Date and time the call left the IVR.
• RP_ID: Routing Point number to which the call is linked.
• ANI: Customer's phone number.
• CUSTOMER_ID: Customer identification number.
• TIME_ON_SKILL: Time the call remained in the skill before being answered or transferred.
• SKILL_ID: Skill identification number.
• SKILL_RESULT: Indicates whether or not there was a response in the IVR.
• GO_TO_AGENT: Indicates whether the call was transferred to an agent.
• AGENT_ID: Extension number of the agent within the wolkvox system that took the interaction from the IVR.
• AGENT_NAME: Name of the agent who answered the call.
• TIME_WITH_AGENT: Time the agent spent on the call.
• TYPE_CALL: Type of call. Can be:
  • conference (conference call).
  • inbound (incoming call).
  • internal call.
  • internal call_inb (internal call input).
  • internal call_que (internal call from a queue).
  • out_pre (outbound call in predictive campaign).
  • outbound_ma (manual outbound call).
  • transfer (transferred call).
• TOTAL_TIME: Total time of the call in all its phases.
• COD_ACT: Activity code (from activity code group #1) that the agent used to characterize the outcome of the call.
• COD_ACT_2: Activity code (from activity code group #2) that the agent used to characterize the outcome of the call.