Integ IVR Reporting Solution

The IVR Reporting solution was devised as a means to provide reporting information about IVR applications that cannot be provided by any of the traditional Genesys reporting tools, particularly for non GVP based IVR applications.

The IVR Reporting solution consists of broadly three different areas of functionality:

  1. A Web based User Interface which provides users with fixed format IVR reporting of the key IVR reporting metrics.
  2. A reporting database with tables and views of the IVR reporting metrics. Users can access the database directly to create reports in their preferred reporting application such as Microsoft Excel or Hyperion.
  3. An Extract, Transform and Load (ETL) process, executed from within the Web Interface, which collects any new raw IVR data, transforms it into meaningful reporting data and loads it into the database's views and tables.

How does it work?

The Genesys IVR Routing strategies are modified by Integ. At specific points throughout the IVR strategy, functions are placed that write data to the Raw IVR reporting database table. These functions enable the solution to have a continual capture of the caller's activity as they progress through the IVR. During the ETL process, the system takes the raw activity information and uses it to determine in more meaningful terms exactly what the caller's experience with the IVR was.

What does it measure?

The solution measures every aspect of a call while it is in a URS based IVR. The underlying configuration tables for the reporting solution contain IVR configuration information which is used in conjunction with the details of the caller's interaction to paint a very useful picture of the IVR's performance and the customer's experience.

The IVR's configuration information is stored in the solutions tables and includes information such as:

  • IVR Prompt message text
  • IVR Prompt Voice Guide Numbers
  • IVR Prompt lengths
  • IVR Option destinations - either other nodes within the same IVR or destinations such as Agent Skills

At the most basic level the solution measures the following:

  • The exact time that a caller arrives in the IVR and on each of the nodes of the IVR as it progresses
  • The exact time that a caller makes a selection on any of the nodes of the IVR and what that selection is
  • The exact time that a caller makes an invalid selection or does not make a selection within the timeout on any of the nodes of the IVR
  • The exact time that a caller requests to have an IVR node's prompt repeated

These basic measurements, when combined with the IVR's configuration information and transformed by the ETL process provide a rich set of statistics that can be used to analyse the caller's experience the performance of the IVR. As an example, it is possible to measure the average amount of time a caller spends listening to any of the IVR nodes prompts before making a selection - i.e. do most caller's make their selection without having heard all the options?

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