Rules
Last updated 19 minutes ago
List of fields that you can use to define rules in listing and aggregation panels of data source IVR.
The following tables list the fields of IVR data source that you can use in rules, sorted by alphabetic order. Use CRTL + F in Windows or Command + F in MacOS to search inside the page.
Contact Information
| Name | Description |
|---|---|
| Attempt number | Number of attempts to reach the customer in a contact. |
| Contact ID | Unique identifier of the contact. |
| DTMF Success Rate | The percentage of DTMF signals that the IVR successfully detects and processes. For example, 100% or 72%.A DTMF Success Rate of 72% means that in every 100 times that the customer pressed a number to navigate a menu, 72 were corrected pressed. |
| Flow ID | TBD |
| Flow Name | TBD |
| Forwarded to | Phone number to where the IVR forwarded the interaction. If the IVR status is Forwarded to sklill, Forwarded to contains the id of the skill to which the interaction was forwarded. |
| IVR duration (s) | Duration of the interaction, in seconds, while in the IVR. If the IVR forwards the interaction to an operator, this duration doesn't include time spent with the operator. |
| IVR end | Date and time when the IVR interaction ended. For example, 2025-01-09 14:42:06. |
| IVR start | Date and time when the IVR interaction started. For example, 2025-01-09 14:41:36. |
| IVR status | One of the following:
|
| Last node | Name of the last node that handled the interaction. For example, node 18 or forward_to_operator. |
| Skill | Name of the skill of the operator or IVR that handled the contact. |
| Total of processed nodes | Total number of nodes that handled the interaction. For example, 14.If you click on a value on this column, the contact window opens. |
| Trigger point | Instant in the interaction that triggers the IVR. For example, Beginning of the call or Operator transfer. |
| Voice Recognition Accuracy | Rate of successful voice recognition. For example, in a voice command, an accuracy of 100% means that the IVR could understand all words that the customer said. An accuracy of 50% means that out of 4 words the IVR could only understand and process 2 words. |
Is this page useful?