Symptom / Need

You need to know how many calls have entered an IVR in a specific time period and how many minutes have been consumed in these interactions.

Context / Scenarios

This report is useful when looking to analyze the call load on an IVR, evaluate the time users spend on it, and make decisions to optimize the flow of service, improve the user experience, or adjust the service infrastructure.

Answer (Solution/Recommendation)

The "1.1 Calls and IVR Minutes x Day" 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 see the number of calls received on the IVR and the total time spent on them, broken down by day. The columns in this report include:

• DAY: Day analyzed in the report.
• CALLS: Total number of calls received on the IVR during the day.
• IVR_MINUTES: Total number of minutes consumed in the IVR by calls of the day.