Aggregation Panel Metrics

Last updated 19 minutes ago

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

IVRs allow customers to navigate through a menu of a series of pre-recorded messages and options. IVRs help customers to get the information they need and to perform actions like paying bills, checking account balances, or making appointments without the intervention of a human operator.

IVR Nodes panels list information and metrics associated with IVRs that can include the DTMF Success Rate, IVR name, among others.

The following tables list the metrics of IVR 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	# - Count % - Percentage ∑ - Sum The interactions that achieved their intended outcome, such as a completed sale, resolved inquiry, or successful connection.
Forwardings	# - Count The call was transferred or forwarded to another destination within the IVR system.
IVR Drop	# - Count % - Percentage Shows the calls dropped during IVR interaction.
IVR duration (s)	µ - Average ∑ - Sum The total time (in seconds) a caller spent navigating through the IVR system before reaching an agent, completing self-service, or exiting.
Instances	# - Count Represent the times the IVR system was accessed, representing individual interactions initiated by callers.
Nodes used	µ - Average ∑ - Sum The steps or decision points (nodes) a user interacted with in an IVR or chatbot flow.
Voice Recognition Accuracy	# - Count % - Percentage ∑ - Sum Displays the accurate voice recognitions.

Trigger Point

Name	Metric
Beginning of the call	# - Count % - Percentage When an IVR is displayed in the beggining of a call.
End of the call	# - Count % - Percentage When an IVR is displayed at the end of a call.
mid-call	# - Count % - Percentage

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