IVR Hit Summary: User Guide

Introduction 

Welcome to our user guide for our IVR Hit Summary Report. This customized report provides organizations insights into the number of self-help selections callers make via the IVR. This is designed to help organizations track the effectiveness of their self-help and call deflection initiatives, thereby reducing the strain on their agents. 

How to access the IVR Hit Summary Report

From your reporting portal, click on the IVR Reports main tab and select Hit Summary. 

From this report, you gain visibility on the Hit Counts of predefined self-help integrations that's configured into your IVR. A "Hit Count" refers to instances where a caller chooses a self-help option on your IVR. The data reflected here can be used to analyze caller motivations and track their reasons for reaching out to your hotline. A higher hit count is usually interpreted as a good thing, as customers have opted to resolve their issues without taking up precious agent resources. 

Like similar reports in the Portal, you can filter data according to Date Range and IVR name to reflect the most relevant reports. 

Support and Inquiry

If you're interested to know more about this customised report, feel free to send us an email at sales@nautilus-network.com. We look forward to discussing this with you!