IVR analytics
EARLY ACCESSIVR analytics provides comprehensive insights into your Interactive Voice Response (IVR) system performance. Monitor call flow efficiency, track self-service success rates, analyze menu interactions, and measure Voice AI Agent effectiveness to optimize your automated voice response system.
Use IVR analytics to understand how callers navigate your IVR menus, identify friction points in the call flow, measure containment rates, and improve the overall customer experience through data-driven optimization.
To see the analytics:
- Log in (opens in a new tab) to your Infobip account.
- Go to Insights and Analytics → Analytics → IVR → IVR Insights.
- Use the following filters to refine the metrics:
- Date range
- Flow name
- Direction
- Call number
IVR call volume
The IVR call volume section provides an overview of all calls processed through your IVR system, including call outcomes and transfer destinations.
| Metric | Description |
|---|---|
| Total calls | Total number of calls that entered the IVR system. |
| Abandons | Number of calls where customers hung up before exiting the IVR system. |
| IVR completed | Number of calls where customers resolved their inquiries without agent intervention through self-service. |
| Transfers | Number of IVR calls transferred to a live agent or external phone number. |
| Dropped calls | Number of calls with abnormal disconnect (operator error, application error, or insufficient funds). Error occurred at any stage of IVR. |
| Transfer to external | Number of calls transferred to an external phone number. |
| Transfer to agent | Number of calls transferred to a live agent in conversations. |
| Outbound unanswered calls | Number of outbound calls initiated by the IVR system that were not answered. |
| Outbound answer rate | Percentage of outbound calls successfully answered by the recipient. |
IVR calls over time
The IVR calls over time section displays call distribution patterns to help identify peak usage times and plan resource allocation.
| Metric | Description |
|---|---|
| Occurred at - Day of the week | Breakdown of total calls by day of the week, showing which days have the highest call volume. |
| Occurred at - Hour of day | Breakdown of total calls by hour of the day, showing peak calling hours. |
| Total calls heat map | Visual representation of call volume across different days and hours, helping identify patterns and trends. |
IVR performance
The IVR performance section provides detailed metrics on how efficiently your IVR system handles calls and serves customers.
| Metric | Description |
|---|---|
| Completion rate | Percentage of calls where customers resolved their inquiries without agent intervention through self-service. |
| Transfers rate | Percentage of IVR calls transferred to a live agent or external phone number. |
| Abandon rate | Percentage of calls where customers hung up before exiting the IVR system. |
| Average completion handling time | Average time spent in self-service before call completion. |
| Total completion handling time | Total time spent in self-service before call completion across all completed calls. |
| Average transfer time | Average time spent in IVR before being transferred to an agent or external phone number. |
| Total transfer time | Total time spent in IVR before being transferred to an agent or external phone number across all transfers. |
| Average abandonment time | Average time before customers abandon the IVR (hang up before reaching an agent or completing self-service). |
| Total abandonment time | Total time before customers abandon the IVR (hang up before reaching an agent or completing self-service) across all abandoned calls. |
| IVR exit points | Breakdown of how calls exit the IVR system: Abandons, IVR completed, Dropped calls, Transferred calls. |
| Average IVR time per call | Average time callers spend in IVR before being transferred, self-served, or disconnected. |
| IVR bounce rate | Percentage of callers who hang up immediately after the first IVR prompt. |
| Calls drop rate | Percentage of calls abandoned because of technical failures while in the IVR system. |
IVR flow usability
The IVR flow usability section shows the frequency of use for different IVR elements, helping you understand which flow components are most utilized.
This section displays usage data for the following IVR elements:
| Element | Description |
|---|---|
| Collect | Number of times the IVR collected user input (DTMF or voice). |
| Hang up | Number of times the hang up action was triggered. |
| Play | Number of times audio messages were played to callers. |
| Start incoming call | Number of incoming calls initiated. |
| Start outgoing call | Number of outgoing calls initiated. |
| Transfer call to agent | Number of times calls were transferred to an agent. |
Menu collect details
The Menu collect details section provides granular insights into how callers interact with IVR menu options.
The table includes the following information:
| Metric | Description |
|---|---|
| Collect menu | Name of the collect element in the IVR flow. |
| Collect option value | Response meaning (if defined in the flow). |
| Collect option | DTMF value collected from the caller. |
| Selections | Total number of times this collect option was selected. |
| Average decision time (ms) | Average time callers take to make a selection at this menu prompt. |
| Maximum decision time (ms) | Maximum time any caller took to make a selection at this menu prompt. |
| Repetitive selections | Percentage of all selections for this collect option that were repeated within calls (repeated selections / total selections × 100). |
| Callers with loops | Percentage of calls that included at least one repeated selection for this collect option (calls with repeated selections / total calls × 100). |
Voice AI agent performance
The Voice AI agent performance section provides metrics specific to Voice AI agent interactions within your IVR system.
| Metric | Description |
|---|---|
| Calls on Voice AI agent | Number of calls that reached and were handled by a Voice AI agent (subset of total calls). |
| Voice AI agent reach rate | Percentage of total established calls that reached a Voice AI agent. |
| Average time on Voice AI agent | Average duration a caller spends interacting with the Voice AI agent (excludes IVR time and hold time). |
| Containment rate | Percentage of Voice AI Agent calls resolved without human intervention. |
| Transfers after AI agent | Number of calls transferred to a human agent after Voice AI agent interaction. Different from IVR transfers which count all transfers out of IVR. |
| AI resolved | Number of calls fully resolved by the Voice AI agent without human escalation. |
Voice AI agent quality metrics
The Voice AI agent quality metrics section measures the technical quality and conversational flow of Voice AI agent interactions.
| Metric | Description |
|---|---|
| Response latency (P95) | 95th percentile of response time, indicating how quickly the Voice AI agent responds to customer input. |
| Silence periods | Average number of gaps longer than 3 seconds per call where neither customer nor AI is speaking. High values indicate AI confusion or technical errors. |