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Sprinklr collects and analyzes data from IVR in different formats. This data can include information such as call volume, call duration,menu selections, and call outcomes. This data can be used to improve the overall customer experience by identifying and addressing issues with the IVR system as well as to identify trends in customer behavior and needs.

Apart from supporting the custom reporting dashboards, Sprinklr also provides Node level execution reports for each IVR workflow, which can be accessed through-

Open IVR manager from the launchpad or the Admin persona > Click on three dot of the IVR workflow which you want to analyse > “View Reports” option from the three dot menu. It will open a similar view provided below-

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In View Reports, we provides an execution report of IVR flow at a node level with few more metrics like Total calls, No. of Unique Call, No of Abandoned calls etc. You can specify the time range to see the reports accordingly. Also, filters can be added to see data for some specific cases.

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Few important metric we show in this report-

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1. Total Calls: Sum total of all calls that landed on that IVR

2. No. of unique users: Number of unique users that called the IVR

3. Avg. IVR Time: Average time spent by users on the IVR

4. Steps Per Call: This is the average number of steps completed per call. Each node is counted as step including the first & last node [Received Call & End Connection]

5. IVR Contained: These are the number of calls that were completed within IVR itself i.e. it was not transferred to any agent.

6. Agent Transfers: These are calls that were transferred to the agent.

7. Incomplete Calls: Calls that got disconnected in between the IVR​​

Apart from these on each node you will be able to see Number of calls and % of calls which reached this node succesfully.

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Use case of flow reporting

1. Brand can use  these reports to identify which nodes in the IVR system are causing issues, such as high abandonment rates. Additionally, it can also be used to understand which nodes are performing well and to identify best practices that can be applied to other nodes in the system.

2. Overall, IVR node level reporting provides Brands to get more detailed information of how customers are interacting with the IVR and can be used to Identify areas where IVR can be improved to serve customers better and reduce the associated cost of operations by serving more customers on IVR itself.

3. This can also be used to track any particular call, what exactly happened on any particular call, to which node the call got abandoned.

4. IVR flow reporting can also be used to understand the callers behaviour
   

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