IVR Statistic Definitions
Contents
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.
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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