IVR Overview

Prerequisites

• You have the IVR Analysis > IVR Overview menu permission.
• The IVR analysis and intelligent IVR features have been enabled for the tenant space.
• The chatbot flow to be analyzed has call records in the query time range.

Procedure

1. Sign in to the AICC and choose IVR Analysis > IVR Overview.
2. Set the access code, version name, and time range in the filter criteria boxes and press Enter. The query result is displayed, as shown in Figure 2.
   Figure 1 IVR Overview
   

3. In the Operation Status area, learn about the overall status of IVR operations.
   

   The Operation Status area displays the overall IVR operations status based on the month-on-month increase or decrease rate of core KPIs of IVR flows (arithmetic average value of the absolute values of the month-on-month (MoM) rates of all core KPIs).

   If the average increase or decrease rate of core KPIs is less than 5%, the operations status is Good. If the increase or decrease rate ranges from 5% to 10%, the operations status is General. If the increase or decrease rate is greater than 10%, the operations status is Poor and the situation needs to be handled in time. If no MoM value is available, the operations status is set to Good by default.

4. Click More to go to the Alarm Event page. For details, see Alarm Event.
5. In the Business Rankings area, click a node name to go to the Flow Analysis page. For details, see Flow Analysis.
   Figure 2 Node name
   
   

   • Success rate = ∑Number of successes (SuccessCalls)/∑Number of visits (journeynum)
   • Failure rate = ∑Number of failures (FailedCalls)/∑Number of visits (journeynum)
   • Hang-up rate = ∑Number of calls that are hung up (HangupNum)/∑Number of visits (journeynum)

6. (Follow-up procedure) Learn about the descriptions and formulas of KPIs. For details, see KPI Description.