IVR report
The IVR report provides information about calls routed through the OpenTech IVR (Interactive Voice Response system). Information provided by this report can help you answer questions such as the following:
• What is the relative effectiveness of different venues, marketing sources or services (corporate web site, advertising campaigns, third party listing services, etc.) in terms of directing callers to my facility?
• What IVR options are the callers selecting and what are the results of those calls?
• If the IVR system is set up to send calls to my facility, how many of the calls are being handled by facility personnel and how many are rolled back to the OpenTech Call Center?
Things to know
Current day unavailable - Call records for the current day are not available for this report.
From and To filters - Date/Time selections used to set the report time range are based on the US Mountain Standard Time (MST) time zone.
Report data
- A summary row displaying the total call count is displayed for each facility included in the report.
- Under each facility, contacts are partitioned into groups based on the dialed number that the customer obtained from a facility venue or marketing resource.
- The calls associated with a given source are grouped by IVR option number. Each option has a summary row that displays the following information:
• Option number and Description. Depending on your IVR configuration, the following items can also possibly appear as listed options in the report:
- TOQ - Call went to the default queue after the caller did not select an option.
- TONQ - Caller did not select an option and the call disconnected before could be sent to the default queue.
- NA- The facility did not have an operational IVR at the time of the call.
- NAVM – Call bypassed the IVR due to Live!Voicemail.
- NALM – Call bypassed the IVR because it was a call.
• Total count and percentage of calls that went to this option.
• Unique count for calls that could be uniquely identified on the basis of their Caller Ids.
NOTE: Unique counts can be overestimated to some degree if multiple calls from callers with blocked caller IDs are processed at a given IVR option.
• Sent to Facility count, which consist only of calls that went to the facility and did not subsequently roll back to OpenTech.
• Rollback count, if enabled, for calls that redirected back to OpenTech from the facility.
• % Roll Back to OpenTech from Opt # 1 call count s (when enabled) and % Roll calculation for calls that redirected from the facility to OpenTech.
- For each contact listed under an IVR option, the following information is displayed:
• Call Time - Date and time the call entered the system, represented as US Mountain Standard Time (MST).
• Caller Id
• Result - The following results are possible:
- Answered - The call, which was not a roll back, was answered by OpenTech.
- Live! XpressPay - The call was sent to .
- Sent to Facility - The call was sent to the facility and not subsequently returned to OpenTech.
NOTE: Talk Time reported for Sent to Facility calls is always 00:00, since no additional call information is available after calls exit the OpenTech system.
- Rolled Back - The call was sent to the facility, not answered there, and subsequently returned to the OpenTech Call Center.
• Talk Time