Introduction

The report "1. IVR Call Details," available in the 'Reports' > 'Diagram Reports' section of wolkvox Manager, is used to review the details of calls that passed through a Voice (IVR) flow designed in wolkvox Studio. This report allows you to check, call by call, which routing point the interaction passed through, which menu option the customer selected, where the call was transferred, what the final result was, and how long it lasted.

Within the Diagram Reports group, the reports detail information from the flows designed in wolkvox Studio, including routing points of type Voice (IVR and calls), Chat (WhatsApp messages, Facebook Messenger, and Instagram Direct), and Interaction (email interactions and comments on Facebook and Instagram posts integrated into the operation).

This report is especially useful for auditing IVR behavior, validating attention routes, analyzing menu selections made by customers, and understanding whether the call ended in a queue, was transferred, or was hung up before completing the journey.

Report Information

Below are the details of all the fields that appear in this report and what each one means:

• RP_ID: Identification number of the routing point through which the call passed. This value allows you to identify the specific flow configured in wolkvox Studio. In the final row of the report, this column may show a consolidated total such as TOTAL(17), indicating the total number of records listed.
• RP_NAME: Name of the routing point. Corresponds to the name configured for the flow in the operation.
• COD_OPC_MENU: Shows the menu option selected by the customer during their journey through the routing point flow. Depending on the IVR configuration, this field can show different types of values, for example:
  • The menu option selected by the customer within the flow.
  • PULSE: Indicates that the customer did not manage to press an option on their keypad.
• DN_TRANSFER: Indicates the destination to which the call is routed or transferred after the customer selects a menu option. Its value depends on the configuration defined in the routing point flow and may correspond to the identifier of the configured destination.
• DATE: Date and time when the call occurred or when the corresponding event was recorded in the report.
• RESULT: Indicates the result of the customer's interaction in the IVR. Depending on the functional context and as observed in the image, this column can return these values:
  • OK: The call successfully completed the expected flow or correctly reached the configured destination.
  • HUNGUP: The call was hung up before completing the expected journey within the IVR.
• ANI: Corresponds to Automatic Number Identification, also known in Spanish as Identificación automática de números. It indicates the telephone number from which the customer made the incoming call.
• TIME: Indicates the duration of the call in seconds.
• CUSTOMER_ID: Customer identification number associated with the call.
• CONN_ID: Call identification number.