Auto Attendant / IVR Data Set
The Auto Attendant / IVR data set is used to display information about Auto Attendant / IVR workflows, it contains the following categories
- Flow Identifiers
- Flow Data
Each of the data fields from the categories is explained below.
Flow Identifiers
This data set is used to identify flows on Workflows.
Commonly used data metrics from this category are
| Data Field | Description |
|---|---|
| Group | (Not in use) |
| Flow Name | The name of the flow. |
Flow Data
This data set is used to display flow information on the workflow.
Commonly used data metrics from this category are
| Data Field | Description |
|---|---|
| Contacts currently in progress | The number of contacts currently in the flow. |
| Daily total contacts offered | The total number of contacts offered to the flow. |
| Daily total successful completion | (Not in use) |
| Daily total unsuccessful completion | (Not in use) |
| Daily total assistance required | The total number of contacts where assistance was required. (Transferred to queue + Transferred to agent + Transferred to external) |
| Daily total transferred to queue | The total number of contacts that transferred to a queue. |
| Daily total transferred to agent | The total number of contacts that transferred to an agent. |
| Daily total transferred to external | The total number of contacts that transferred to an external party. |
| Daily total transferred to voicemail | The total number of contacts that transferred to a voicemail. |
| Daily total terminated in IVR | The total number of contacts terminated in the IVR by the system. |
| Daily total abandoned in IVR | The total number of contacts terminated in the IVR by the caller. |
| Daily average time in IVR | The average time of contacts spent in the IVR. |
| Daily avg time before abandon | The average time of abandoned contacts in the IVR. |