How to read the Outbound IVR Report

The Outbound IVR Report shows you what happened inside your outbound IVR (interactive voice response) and queue. It is built for survey-style campaigns, where calls run through a call menu instead of going straight to a live person. If you run those campaigns, this is the report that tells you how callers moved through the menu.

The top-line totals

Before the breakdown, the report gives you three overall numbers. They frame everything below.

• Calls taken: the total calls that entered the IVR.
• Calls without caller ID: how many came in with no CID (caller ID) attached.
• Total unique calls: distinct calls after duplicates are removed.

The grid: one row per call path

The main grid groups your calls by call path, meaning the route a caller took through the Call menu. Two people who pressed different keys end up on different rows. Each row gives you the same set of columns so you can compare paths side by side.

• Total calls and queue calls for that path.
• Drops and dropped percentage, which feed your Drop rate.
• Average IVR time and average total time per call.

Comparing average IVR time against average total time tells you how long callers spent inside the menu versus on the whole call. A path with heavy drops and a long IVR time usually means the menu is asking too much before it routes the caller.

How a caller becomes a row

flowchart LR
  A[Outbound dial] --> B[Caller enters IVR]
  B --> C{Key press}
  C -- Option 1 --> D[Call path one]
  C -- Option 2 --> E[Call path two]
  C -- No input --> F[Drop or timeout]
  D --> G[Counted in grid row]
  E --> G
  F --> G

This report sits next to the inbound version of the same idea. If your menu handles inbound traffic too, the inbound IVR call menu report walks through that side. For the full map of where every report lives, start with the reports overview.

Reading the queue numbers

Queue calls deserve a second look. When a survey campaign holds callers in a queue before routing them, that column tells you how many were waiting on a given path. Pair it with the drops for the same path and you get a quick sense of patience: lots of queue calls plus heavy drops means people are giving up while they wait. The dropped percentage saves you the math by expressing those drops as a share of the path's total, so you can compare a busy path against a quiet one fairly.

The two timing columns close the loop. Average IVR time is the part of the call spent inside the menu, and average total time is the whole call from start to finish. If they are close, the menu is most of the experience. If total time is much larger, callers are spending time after the menu, perhaps in a queue or with a person. Watching both per path is how you find the prompt that is dragging or the route that is converting.

There is also an Export option that pulls the underlying call details out for deeper analysis, which we cover separately. The workflow is straightforward: read the grid first, find your worst-performing path by drops and timing, then export to inspect the calls behind it. That keeps your analysis grounded in the routes that actually need attention rather than guessing at the menu design.

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