IVR Script Logs

Shows IVR Menu activity for the specified Service Number.

IVR Script Logs are only captured when the IVR Menu node's 'Script Logging' option is enabled.

Options

Availability	Custom
Select By	Service Number, Date Period
Viewable in Portal	Yes
Download Options	CSV or Excel
Available to Schedule	Yes
Schedule Frequency	Daily, Weekly, Monthly, Quarterly
Graphs Available	No
Timeline Available	No

Output

Column Name	Description	Type
Menu Node Description ‡	The description as set on the node in Service Designer. See IVR Menu for further details	String
Key	The key pressed: 1 to 9, * or #, or 'Other' if a key with no onward connection to another node was pressed A key press is logged under 'Other' if a 'Default Key' is defined in the Menu Node and a key with no onward connection is pressed	String
Key Description ‡	The description that can be set for each individual key. See IVR Menu for further details	String
Total Calls	The number of calls during which the reported key was pressed If a caller interacts with a Menu Node they've already encountered before in the service flow, and the same key is selected again, this will be counted as another call - i.e. the Total Calls in this report may be higher than that reported in a Call Summary report, for example	Integer
Total Duration	​If no outdial nodes are encountered in the Service Plan containing the IVR Menu node, Total Duration will be zero. For calls with outdials, Total Duration will be ringing time or ringing time plus talk time, and will be logged against the IVR Menu key that was selected last	HH:MM
Answered *†	Total number of answered outdials made at some point but not necessarily immediately after the IVR Menu key has been selected	Integer
Unanswered *	Total number of unanswered outdials made at some point but not necessarily immediately after the IVR Menu key has been selected	Integer
Engaged *	Total number of engaged outdials made at some point but not necessarily immediately after the IVR Menu key has been selected	Integer
Other *	Total number of other network conditions outdials may encounter when made at some point but not necessarily immediately after the IVR Menu key has been selected	Integer

*Depending on the level of complexity in a Service Plan assigned to a Service Number, an individual call can encounter more than one call outcome, but only the final call outcome is reported. For example, an outbound call to a destination that returns busy tone may cause the service flow to attempt a new outdial to a different destination that does answer the call. This call attempt will be reflected in the report as "Answered" - but the busy tone that the initial outdial attempt encountered will not be reflected in the "Engaged" column - it is effectively lost as far as this Pulse report is concerned.

† An inbound call will be marked in the first instance as "Answered" in the following scenarios:

• If the first event encountered in the call is audio (passive audio or a menu prompt for example) - i.e. the platform has answered the call. (Note: the "Answered" status may be superseded by another status if for example the audio is then followed by an outdial attempt that does not result in an answered call.)

• If an outbound call has been answered by the destination. (Note: the "Answered" status may be superseded by another status if the successful outdial is then followed by other activity from a Post Call node, where a subsequent outdial is attempted that does not result in an answered call.)

‡ IVR Menu Node and Key descriptions can be added or changed at any time after a Service Plan is created and the current descriptions will be shown in this report - even if the report is being run for a period prior to the addition or modification of these descriptions. This is important to bear in mind if the definition of a menu key changes during the lifetime of a Service Plan.