Reporting on IVR Activity in Genesys

When looking to run reports on IVR activity, it can be helpful to see how that can be built out in Genesys. The steps below show how to build a basic IVR report to see how calls are flowing from your IVRs.

1. 1

   Choose Reports.

2. 2

   Choose Sessions.

3. 3

   Choose Next.

   

4. 4

   Choose Detail from the Report Type options.

   

5. 5

   Adjust your report using the Dimensions, Values, and Filters to look at the Purpose of IVR and lay it out like this:

   

This will allow you to see the ANI/Caller ID of the caller and where the call flowed from the IVR. You may choose to add additional values as well, but this is a good starting point to verify calls are flowing as desired and make any changes needed.

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