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IVR Statistic Definitions

What are some common IVR attributes?

IVR attributes are the time, interval, or other criteria, such as skill, for which you want to aggregate data.

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What are common IVR metrics?

Here are some common IVR metrics:

% Complete

The percentage that were complete.

% Incomplete

The percentage that were incomplete.

% Transferred

The percentage that were transferred.

Average Call Dur (Sec)

The average amount of time duration for which a customer speaks to an agent.

Average Call Dur Bef Transfer (Sec)

The average time duration for which a caller speaks to an agent before transfer.

Avg Comp Time (Sec)

The average amount of time for completion.

Avg Hits/Call

The average number of times a page is accessed for each call.

Avg NI/Hit

Average number of No Input (NI) errors for a call. NI occurs when the IVR is asking a question and the caller does not respond within the configured time.

Avg Page Dur (Sec)

The average amount of time duration for which a customer stays on a page.

Avg Time Before Hang-up (Sec)

The average amount of time before a customer terminates the call.

Avg Time Before Transfer (Sec)

The average amount of time before an agent transfers the call.

Call Dur Bef Transfer (Sec)

The total duration, in seconds, of a call.

Calls

The number of calls sent to agents.

Calls < 10 Sec

The number of calls sent to agents with a duration under 10 seconds.

Calls Contained

The number of calls that were handled by a single agent.

Calls Transferred

The number of calls that were transferred to another agent.

Completed

The number of calls that were completed.

Hang-ups

The total number of customer-initiated hang-ups.

Hits

The number of times a page is accessed.

Incomplete

The number of calls that were terminated before completion.

IVR Duration (Sec)

The total duration, in seconds, that a customer spends using IVR prompts.

Minutes

The number of minutes for a call.

NI Errors

Total number of No Input (NI) errors. NI occurs when the IVR is asking a question and the caller does not respond within the configured time.

NI Exits

Total number of times that callers disconnect after a No Input error. NI occurs when the IVR is asking a question and the caller does not respond within the configured time.

NM Errors

Avg number of No Match (NM) errors per call. NM occurs when the IVR is asking a question and the caller’s response does not correspond with expected responses.

NM Exits

Total number of times that callers disconnect after a No Match (NM) error. NM occurs when the IVR is asking a question and the caller’s response does not correspond with expected responses.

Non-VUI Errors

Any other type of error at page level which is not NI or NM.

Page Dur (Sec)

The time duration in seconds for which a customer remains on a page.

Page Hits

The number of times a page is accessed by a call. For example, the value is 2 if the same call hits the same page twice.

Started

The number of calls that were started.

Task Dur Sec_Complete

The time duration in seconds for which a task is completed.

Task Dur Sec_Incomplete

The time duration in seconds before a task is terminated.

Task Dur Sec_Transferred

The time duration in seconds before a task is transferred.

Task Duration

The amount of time duration for a task to complete.

Total Call Duration

The total amount of time duration for a call.

Total Entries

The total number of times customers enter a page.

Total Exits

The total number of times customers exit a page.

Transfer Duration (Sec)

The total duration, in seconds, that a customer remains in call transfer.

Transferred

The number of tasks that are transferred to another agent.


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This page was last modified on October 3, 2016, at 03:55.