Caller Intent / IVR data

If you have an IVR (Interactive Voice Response) system with Delacon or have requested mapping of your own IVR, the Caller Intent Report provides information on which option callers have selected to reach your operators or team.

You can access the Caller Intent report directly by clicking the following link: https://pla.delaconcorp.com/siteui/reports/callerintentReport or by navigating to Reporting > Call Analysis > Customer Intent.

The report is broken down into the following sections:

Caller Intent Trend

A graph indicating the total calls received for each department/team/IVR option over the reporting period. The totals can be displayed when hovering over the graph elements.

IVR Log

Details of the IVR options selected by incoming callers, including;

• IVR description: The text description of the option pressed by the caller
• IVR pattern: The actual numbers pressed by the caller on their phone keypad
• Unique calls: shows the number of calls converted offline that are unique (excludes repeat calls from online sources and all calls from offline sources)
• Total calls: shows all calls received for each option (includes all unique, repeat and offline calls)

Caller Intent Distribution (Percentage)

A comparison graph showing the total calls for each IVR option during the reporting period. The totals can be displayed when hovering over the graph elements.

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