Selection Times Report
The Selection Times report provides information on the amount of time callers spend in the Callback IVR before selecting what they would like to do. This report is useful to see if there are any places in the IVR where callers are getting trapped, or places where callers do not understand what to do. This is a summary report with no call detail information.
The first page of the report is a summary of all queues. Subsequent pages list data for each queue. The report is broken down into three sections. See Report Glossary for details about each field.
Return Call Selection Time Analysis
This section provides the median, average, minimum, and maximum amount of time callers were in the inbound IVR scheduling return calls. Times are measured from the moment the callers entered the IVR, to the moment the calls ended, including the time it took to record the callers' names and phone numbers. These times are also graphed by number of calls.
Return Call Hail Time Analysis
This section provides the median, average, minimum, and maximum amount of time callers were in the outbound IVR (receiving return calls). Times are measured from the moment the callers answered the phone, to the moment they were transferred to the ACD Priority Queue, or the moment the calls ended by the callers canceling or rescheduling the return calls. These times are also graphed by number of calls.
Hold Call Selection Time Analysis
This section provides the median, average, minimum, and maximum amount of time callers were in the IVR before choosing to remain on hold, or until the maximum amount of invalid responses allowed were reached. These times are also graphed by number of calls.