Viewing Details of IVR Calls

Use the IVR Calls module to search for IVR calls and to view the details of the a call recipient, or of orders placed using an IVR call.

To find IVR calls:

  1. Click IVR Calls to open the IVR Calls module.
  2. Click Find Call to open the Find IVR Traffic window.
  3. Enter your search criteria and click Find to load the search results.

To view IVR call details:

  1. In the call list, select the call you are interested in.

    Note

    Calls that have planner details have an entry in the Planner column. Calls that have a Reason were transferred to a planner.

  2. Open the Planner tab to view the details of the planner
  3. Open the Comment tab to view any reason or planner comments that have been entered about the call.

To view orders associated with IVR calls:

Note

Orders placed during an IVR call have an entry method of IVR. You can use the Orders Module to search for orders placed by IVR.

  1. Click Find Call to open the Find IVR Traffic window.
  2. Select the Order with Message checkbox to restrict the calls to those that have related orders. You can also enter any other relevant criteria, such as the caller name.
  3. Click Find to load the search results.

    Note

    You don't have to filter the calls, but it makes it easier to pick the calls that have associated orders.

  4. Select the call you are interested in and click either View lodged orders for call or View confirmed orders for call to view the associated orders.