Introduction

The report "1.3. IVR Calls and Minutes by Menu Option," available in the Reports > Diagram Reports section of wolkvox Manager, allows you to check the number of calls that passed through each IVR route and the total time consumed at that point in the flow, organized by routing point and menu option. This report is useful for analyzing which menu options are most used, how traffic is distributed within the IVR, and how much time each path consumes within the operation.

Report Information

The columns in this report include the following information:

• RP_ID: Identification number of the routing point to which the reported menu option belongs.
• CALLS: Number of calls that have passed through that menu option within the routing point.
• TIME: Total time consumed on that menu option of the routing point. This value is presented in time format.
• COD_OPC_MENU: Shows the menu option selected by the customer during their IVR journey. This field can display:
  • The menu option configured in the flow: It may correspond to the name, description, or value defined for that route within the routing point.
  • PULSE: Indicates that the customer did not press a keypad option.

Additionally, at the end of the report, a TOTAL row is presented, consolidating the total number of records included in the report for the queried date range.