IVR Dashboard

The IVR (Interactive Voice Response) Dashboard provides key insights into the performance of the IVR system, allowing businesses to track call handling efficiency, success rates, and user interactions.

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Filters

  • Date Range Selector: Allows the user to select a specific period for analysis (e.g., from 5/4/2024 to 10/9/2024).
  • Business Hours/Days Checkbox: Indicates if the data represents open business hours/days.

Key Metrics

  • Total Calls: Total number of calls recorded in the platform during the selected period.
  • Total Handled by IVR: Calls successfully handled by IVR.
  • Average Time in IVR: The average duration a caller spends interacting with the IVR.
  • Success Rate in IVR: Percentage of calls successfully managed by the IVR system.
  • Abandon Rate in IVR: Percentage of callers who abandon the IVR before resolution.

Visualisations

  • IVR Repartition (Pie Chart)
    • Displays the percentage of calls handled by the IVR vs. those were not routed to an IVR .
  • Calls per IVR (Pie Chart)
    • Shows the distribution of calls between different IVR nodes.
  • Non-Existing Choices (Pie Chart)
    • Tracks instances where users select invalid IVR menu options.
  • IVR Replay (Bar Chart)
    • Displays the number of times users had to replay IVR options.
  • Average Time in IVR (Bar Chart)
    • Shows the total time spent in IVR by different IVR nodes.
  • Success vs. Abandon Rate in IVR (Bar Chart)
    • Compares the success and abandonment rates per IVR.
  • Assisted Calls Average (Bar Chart)
    • Displays the percentage of calls requiring human assistance.