Symptom / Need

You need to get detailed information about calls made through an IVR, including selected options, interaction results, and details such as call duration.

Context / Scenarios

This report is useful when looking to analyze user behavior when interacting with an IVR, identify trends in selected options, review IVR efficiency, and monitor call flow, either for auditing or to improve user experience.

Answer (Solution/Recommendation)

The "1. IVR Call Detail" report is located in the "Diagram Reports" tab within the "Reports" section of wolkvox Manager in the left side menu. This report provides detailed information about user interactions with the IVR. The columns in this report include:

• RP_ID: IVR identification number.
• RP_NAME: Name assigned to the IVR.
• COD_OPC_MENU: Option selected by the customer in the IVR. If the value is "PULSE", it means that the customer did not select any option.
• DN_TRANSFER: Call transfer path after option selection.
• DATE: Exact date and time of the call.
• RESULT: Result of the interaction (can be 'ok' if the call was completed successfully or 'hung up' if the customer hung up).
• ANI: Telephone number of the person making the call (Automatic Number Identification).
• TIME: Duration of the call in seconds.
• CUSTOMER_ID: Customer identification number.
• CONN_ID: Unique identification number of the call.