D01 Visual IVR Metrics
The Visual IVR Metrics dashboard provides a overview of performance metrics for customer contacts handled by the Visual IVR (VIVR) system.
Filters
The filter pane for this dashboard includes the following filters.
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Date: specify a range of dates for this dashboard's data
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Seller Name
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Store Name
Data Items
Containment Rate
The portion of visits successfully handled by the VIVR system without requiring a transfer to a customer care agent, expressed as a percentage.
Total Visits
The number of customer contacts through the VIVR channel.
Transfers to Agent
The number of VIVR visits that required a transfer to a customer care agent.
Total Visits w/ Interactions
The number of VIVR visits that included customer interaction with the system.
User Engagement %
The percentage of visits with user engagement, calculated as ( Total Visits w/ Interactions / Total Visits).
Connect with CC Channel
This pie chart shows the portion of VIVR visits for each originating customer care channel, the channel through which a customer connected to the VIVR system.
Visit Reasons
This pie chart shows the portion of VIVR visits for each reason code -- what prompted the customer to initiate contact.
VIVR Metrics Trend
This line and bar graph shows trends over time for VIVR visits. The number of visits is graphed as bars against the scale on the left side. The number of transfers to agent is graphed as a line against the scale on the left side. The Containment % is graphed as a line against the percentage scale on the right side.
You can see values graphed by Daily, Weekly, Monthly, Quarterly, or Yearly time units. To change the time unit, make a selection from the Select Period View menu above the graphs, and click Apply.
VIVR Metrics
The VIVR Metrics table summarizes VIVR visit metrics, organized by date, seller, and store.
You can see values summarize by Daily, Weekly, Monthly, Quarterly, or Yearly time units. To change the time unit, make a selection from the Select Period View menu above the graphs, and click Apply.
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Column |
Description |
|---|---|
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Date |
The date of the customer VIVR visit. |
|
Seller Name |
The name of the seller or sub-client, as identified in Radial's systems. |
|
Store Name |
The store name, as identified in Radial's systems. |
|
Total Visits |
The number of customer contacts through the VIVR channel. |
|
Daily Avg Visit |
The number of visit, divided by the number of days in the time period. |
|
Total Agent Transfers |
The number of VIVR visits that required a transfer to a customer care agent. |
|
Daily Avg Agent Transfers |
The number of agent transfers, divided by the number of days in the time period. |
|
Total Interactions |
The number of VIVR visits that included customer interaction with the system. |
|
Daily Avg Interactions |
The number of interactions, divided by the number of days in the time period. |
|
Containment Rate |
The portion of visits successfully handled by the VIVR system without requiring a transfer to a customer care agent, expressed as a percentage. |
|
User Engagement % |
The percentage of visits with user engagement, calculated as ( Total Visits w/ Interactions / Total Visits). |