Aggregation Panel Metrics

Last updated 19 minutes ago

List of metrics are associated to data source IVR Nodes in an aggregation panel.

An IVR node is a menu option in the complete IVR menu flow.

IVR Nodes panels list information and metrics associated with activity in each node.

The following tables list the metrics of IVR Nodes aggregation panel, sorted by alphabetic order. Use CRTL + F in Windows or Command + F in MacOS to search inside the page.

All

Name	Metric
DTMF Success	% - Percentage ∑ - Sum The interactions that achieved their intended outcome, such as a completed sale, resolved inquiry, or successful connection.
Executions	∑ - Sum The times the IVR system was triggered and processed an interaction.
Fallback (Maximum executions)	∑ - Sum The number of times a call reached the maximum allowed IVR interactions before being redirected or terminated.
Fallback (Time limit)	∑ - Sum The number of times a call exceeded the predefined IVR time limit before being redirected or terminated.
IVR Drop	% - Percentage ∑ - Sum Shows the calls dropped during IVR interaction.
Last node	% - Percentage ∑ - Sum The final IVR node reached before the caller exited, transferred, or dropped from the system.
Node duration (ms)	∑ - Sum The time (in milliseconds) a caller spent on a specific IVR node before moving to the next step or exiting.
Nodes used	∑ - Sum The steps or decision points (nodes) a user interacted with in an IVR or chatbot flow.
Usage of DTMF	∑ - Sum The interactions where callers used Dual-Tone Multi-Frequency (DTMF) keypad inputs to navigate the IVR.
Usage of voice	∑ - Sum The interactions where callers used voice commands instead of DTMF inputs.
Voice Recognition Accuracy	% - Percentage ∑ - Sum Displays the accurate voice recognitions.

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