Anyone using IVRs of the ACE IVR VCC and ACE IVR Gateway types can produce statistics for a number of calls having passed different so-called measuring points in the IVR dialogue flows of an organisation area.
By specifying your own measuring points, in some of the objects handling the calls in your dialogue flow, you can measure the number of calls having passed through each respective object in various ways and exactly where in the flow the caller hangs up. When the call has been deployed for your organisation area, measuring data is also created automatically at a couple of occasions, regardless of which dialogue objects you have configured as measuring points. These indirect measuring points are:
- When a call has passed a first start object, which specifies the beginning of the measurement
- When a call is ended by IVR or by the person having made the call
The measuring points makes it possible to get better statistics for abandoned calls.
Anyone calling in, and in a menu in the IVR chooses to get information might be happy with that and ends the call without having talked to an agent. In the IVR statistics the call can be separated from the calls where the caller hangs up already during the greeting phrase, before the menu choice and the spoken information.
How measuring points are configured, and what call parameters to be included in measuring data, is described in more detail in sections covering the ACE Admin Dialogue flows concept.
The following statistical information can be the viewed in reports in ACE Report:
- Measuring point id
- The measuring point identity is created from ID number for both dialogue flow and dialogue object, separated by a dot, such as 214.17.
- Measuring point
- The objects generating measuring point statistics without being configured as measuring points, that at start and end, as mentioned above, are represented in statistics by ID number, while objects configured as measuring points via ACE Admin can be presented by their real object names, such as Menu Selfservice.
- Object type
- Specifies the type of dialogue object that is referred to by the measuring point such as start (Start object), menu (Menuobject) and input (Entry object)
- Executions of measuring point in total
- The total of all calls having passed the dialogue flow object configured as measuring points in the current organisation area. The same call can pass the same object several times and is thereby counted as several.
- Customer drop in measuring point
- Specifies the name of the exit in the object where the call continues after measuring data having been created. Different types of dialogue objects have different types of exits. One example: For a menu object, reading out menu phrases and taking care of the DTMF choice made by the caller, the exits can be
- Invalid - Used if the caller has supplied an invalid value.
- Timeout - Used if the caller has not made a complete DTMF choice within the configured maximum time.
- <Exit1> - Name of the exit matching the performed menu choice.
In the raw data for measuring points that is available via Historic Data Interface there is more information available, such as measuring points that cannot be connected to an organisation area because there is no reference to a contactId, object unique parameters as well as contact data. Further information is found in the document Interface Specification Historic Data Interface.