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 IVR system as well as to identify trends in customer behavior and needs.

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Business Use Case

Brands want to analyze which path a customer chooses on IVR. This helps them to see customer needs and any improvement in the existing flow which will reduce the customer efforts on the IVR.

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Node Level Reporting

Sprinklr provides Node level execution reports for each IVR, which can be accessed through the "View Reports" option in IVR actions.

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View Reports: 

In View Reports, Sprinklr 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 metrics:

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

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

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

• 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]

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

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

• Incomplete Calls: Calls that got disconnected in between the IVR 

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Tracking of Calls

We can see the percentage and number of calls which have executed any node. This helps us to understand which path the call has taken. We can filter the reporting by following fields:

1. Date when the call landed on IVR

2. Case Number

3. Call completed status

4. Call handled status

5. Language

6. Customer Profile