How to check how many calls and minutes have been used in each IVR option?
Written by Jhon Bairon Figueroa
Updated at February 26th, 2025
Table of Contents
Symptom / Need
You need to analyze the usage of each menu option within the IVR to find out which ones are most used and how long users stay on each one.
Context / Scenarios
This report is useful for evaluating the effectiveness and design of your IVR, identifying which menu options receive the most interaction and which might need adjustments. It also helps you detect whether users are lingering on certain options for too long, which could indicate confusion or the need for optimization in your IVR flow.
Answer (Solution/Recommendation)
The "1.3 IVR Calls and Minutes x Menu OPC" 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 how many calls have entered each IVR option and how long they have been there.
Columns in this report include:
- RP_ID: Unique identifier of the IVR Routing Point.
- CALLS: Number of calls that have passed through each menu option in the Routing Point.
- TIME: Total time spent on each menu option within the Routing Point.
- COD_OPC_MENU: Menu option selected by the customer. It can display the value "PULSE", which indicates that the user did not manage to select an option.