Metric Panel Metrics

Last updated 19 minutes ago

List of metrics that are associated to data source IVR in a metric 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 metric panel, sorted by alphabetic order. Use CRTL + F in Windows or Command + F in MacOS to search inside the page.

All

Name	Metric
Forwardings	# - Count The call was transferred or forwarded to another destination within the IVR system.
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.

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