How to read the VERM IVR Stats report

The VERM IVR Stats report tells you what happened inside your inbound phone menus before a call ever reached a person. An IVR (interactive voice response) routes callers through recorded prompts and keypress options, and this report breaks down which paths callers actually took, how long they spent on each, and whether they ended up in a queue or gave up. It is built from five sub-reports, and reading them in order saves a lot of guesswork.

The five sub-reports

Each sub-report answers a different question about the same set of calls:

• IVR Traversal lists every path calls took through your menus, the number of calls on each path, and a breakdown of the keypress options those calls ended on. It also splits each path into goals (calls that made it to a queue) and hangups or unanswered calls, with percentages.
• IVR Timing shows the same paths plus timing: average time on a path, total time, and the shortest and longest calls counted. Each keypress option gets its own timing too.
• IVR Goals lists each goal reached and the exact path used to reach it, with average, minimum, and maximum call length for those calls.
• IVR Details is the per-call view: call date and time, the caller's number, the path, the DID they dialed in on, and the goal reached. A magnifying-glass icon next to each row opens even more detail.
• IVR Details for survey covers calls routed into a survey group, showing what the caller entered at each survey prompt, any voicemail, and the agent who handled the call before the survey.

Reading the numbers

Start with IVR Traversal. A row like "Main Menu then Sales" with 200 calls, 180 goals, and 20 hangups tells you that path is healthy. A path where hangups outweigh goals usually means the prompt is confusing or the wait after the keypress is too long. The keypress breakdown under each path shows which Call menu option callers chose, so you can spot a menu choice nobody uses or one that dumps callers into a dead end.

In this context a goal simply means the call reached a Call queue — it does not mean an agent answered. To see what happened after the queue, pair this report with the agent-level views in the VICIdial reporting overview.

How a call lands in this report

flowchart TD
  A[Inbound call hits DID] --> B[Enters IVR menu]
  B --> C{Caller presses key}
  C -->|valid option| D[Follows traversal path]
  C -->|hangup| E[Counted as hangup]
  D --> F{Reached a queue}
  F -->|yes| G[Counted as goal]
  F -->|no| H[Counted unanswered]
  G --> I[Shown in IVR Goals]

Use the IVR Details view to confirm an odd pattern at the level of a single call. If one DID (direct inward dialing) shows mostly hangups, check that its routing actually points at the menu you expect before you change any prompts.

Once you know how callers move through the menu, the next step is the agent and ingroup side — the all-campaigns summary report shows where those queued calls went. VICIfast ships VICIdial with VERM ready to run on a dedicated server over HTTPS in under 40 seconds, so you can pull these reports from day one — see pricing.