Sprinklr IVR Flow Reporting provides comprehensive insights into how customers interact with the IVR system. Businesses can identify inefficiencies, optimize workflows, and enhance customer experiences by analyzing call data at a node level. This reporting enables businesses to:

• Identify IVR nodes with high abandonment rates and address usability issues.

• Recognize high-performing nodes and apply best practices across the system.

• Gain a detailed understanding of customer interactions within the IVR.

• Optimize IVR workflows to reduce operational costs by increasing containment rates.

• Track individual call journeys to determine where and why calls were abandoned.

• Analyze caller behavior patterns to improve overall IVR effectiveness.

With these insights, businesses can refine their IVR flows to enhance self-service capabilities, improve customer satisfaction, and reduce the need for agent intervention.

Sprinklr collects and analyzes IVR data in various formats, including Call volume, Call duration, Menu selections, and Call outcomes. This data helps improve customer experience by identifying inefficiencies in the IVR system and understanding customer behavior trends.

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In addition to supporting custom Reporting dashboards, Sprinklr also provides node-level execution reports for each IVR workflow.

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Prerequisites

Before accessing IVR Reports, ensure the following requirements are met:

• Sprinklr Voice must be enabled for the environment.

• Your user role must have IVR View permissions.

​Accessing IVR Reports

To view IVR Reports, follow these steps:

1.Open Voice IVR from Sprinklr Launchpad.

2.Locate the IVR workflow you want to analyze.

3.Click on the vertical ellipses (⋮) next to the workflow.

4.Select “View Reports” from the dropdown menu.

5.A detailed execution report for the IVR flow will open.

Report Details

IVR Reports visually highlight paths most frequently taken by customers. This visualization make it easier for administrators to analyze customer behavior and make data-driven business decisions.

The IVR Report provides node-level execution data along with key metrics.

Key Metrics

Node-Level Metrics Explanation

The Node Metrics section provides insights into how calls are processed at a specific IVR node. Below is a breakdown of the key metrics:

1. Call Volume

• Represents the total number of calls that reached this specific IVR node.

• Indicates how frequently this node is being accessed within the IVR flow.

2. Pass-Through Rate

• The percentage of calls that successfully passed through this node to the next step in the IVR flow.

• Formula:

  (Pass-Through Rate) = (Calls Passed Through/Total Calls Reached Node)x 100

• A higher pass-through rate suggests smooth call flow, while a lower rate might indicate customer drop-offs or confusion at this stage.

3. Failures

• Indicates the number of calls that failed at this node (due to system errors, misconfigurations, or timeouts).

• A value of 0 failures suggests that this IVR node is functioning correctly.

View Analytics

• Click the View Analytics icon at the top tight corner to open a third pane in which you can access Version History and Reports.

• Click the Version History icon to access older version of the IVR.

• Click the Reports icon to access IVR Overview report.

IVR Overview Report

The IVR Overview Report provides a high-level summary of IVR performance over a specific period, highlighting key call metrics and trends. Below is a detailed breakdown of the reported nodes:

Total Calls

This section summarizes the total number of calls received by the IVR system over the set duration.

• Total Calls: The total number of inbound calls handled by the IVR in the set duration.

• Previous Period: The number of inbound calls handled by the IVR in the equal past time range of set duration.

• Percentage Increase/ Decrease: It specifies whether the IVR calls increased or decrease in the comparison duration.

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Call Types

• Agent Transfer: Number of calls that were escalated to a human agent. The system also highlights the number for previous duration along with percentage difference. 

• IVR Contained: This metric highlights the number of calls that were handled entirely within the IVR system without agent involvement. The system also highlights the number for previous duration along with percentage difference. 

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Call Summary (Graph Representation)

This visual representation compares the volume of Agent Transfers and IVR Contained Calls over time.

• Y-Axis: Number of calls

• X-Axis: Date range

This representation shows how call types fluctuate over time.

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Average Call Time

This node highlights the average duration for all IVR-handled calls. It also represents the percentage difference with the previous period.

Average Time Distribution (Call Handling Time)

This node breaks down the total time spent on different call types along with call duration for previous period and percentage difference between set duration and previous period.

• Agent Transfer: The total duration of all calls that were transferred to an agent.

• IVR Contained: The total time spent handling calls that were completed within the IVR. 

By leveraging IVR Flow Reporting, businesses can enhance the IVR experience, improve efficiency, and optimize resource utilization.