Track Customer Journeys in IVR Using Execution Data
Updated
The Customer Journey Reporting feature in IVR provides detailed visibility into how customers interact with your IVR flows. By using the Process Execution Analytics data source, you can track the sequence of node activities and analyze drop-offs, engagement, and completion rates.
This report helps you understand how customers navigate your IVR, identify pain points, and optimize their experience.
Example
Suppose you want to evaluate your Support IVR and check if customers drop off at a particular node—for example, Account Number Prompt.
With Node Execution Tracking enabled, you can:
Track the exact sequence of nodes customers traverse.
Monitor how many customers reach a specific node.
Identify nodes that cause repeated loops or early exits.
Prerequisites
You must enable the Toggle Node Execution Tracking node in your IVR configuration. Without this, the system does not capture node-level execution data.
Follow these steps to enable tracking:
Open your IVR configuration.
Add the Toggle Node Execution Tracking node from the options (three dots) of the IVR node you want to track.
Deploy or publish the updated IVR flow.
Configure Process Execution Analytics Reporting
Follow these steps to configure Process Execution Analytics Reporting:
Step 1: Create a Reporting Widget
Navigate to Care Reporting.
Click + Create Widget under a reporting dashboard to build a new report.
For detailed steps, refer to Create a Reporting Widget .
Step 2: Select the Data Source
In the widget setup screen, choose Process Execution Analytics in the Data Source field from the dropdown.
Step 3: Add Metrics and Dimensions
Add relevant Metrics and Dimensions from the Process Execution source based on what you want to monitor.
Supported Dimensions
These dimensions let you break down and analyze customer journeys across IVR flows.
Name | Description |
Case Number | Unique identifier for each case. |
Node Execution Start Time | Timestamp when a node activity begins. |
Asset ID | Unique conversation ID for the IVR session. |
Node Activity ID | Identifier for each node in the IVR. |
Node Activity Type | Type of node passed in the IVR journey. |
Process Definition | Name of the IVR flow (as configured). |
Node Activity Name | Configured name of the node in the IVR. |
Node Activity Sequence | Order of node traversal in the IVR call. |
Supported Metrics
The metrics help quantify IVR performance for monitoring and optimization.
Name | Description |
Total Process Executions | Number of times a process or node was executed. |
Configure Filters (Optional)
Use filters to narrow your analysis and focus on specific aspects of the IVR journey. Filters allow you to isolate a flow, zoom in on individual nodes, or track a single customer interaction.
Example Use Cases
Apply a Process Definition filter to review performance across a single IVR flow.
Apply a Node Activity Name filter to investigate drop-offs at a specific menu.
Apply a Case Number filter to trace the exact path taken by one customer.
Business Use Cases
The IVR Process Execution Analytics Report helps teams across Customer Experience, Operations, and Product Management derive actionable insights.
1. Identify Drop-off Points in IVR Journeys
Problem: Customers abandon calls before reaching a resolution.
Solution: Filter by Process Definition to isolate a specific IVR flow. Use Node Activity Sequence and Total Process Executions to pinpoint where customers exit. Compare results over time to identify recurring problematic nodes.
2. Optimize IVR Navigation Paths
Problem: IVR flows are long or confusing, increasing handle time or misroutes.
Solution: Track the most common and least used traversal paths. Streamline the flow by removing redundant or underutilized nodes.
3. Measure Effectiveness of New IVR Flows
Problem: Teams are unsure if new IVR flows improve the customer experience.
Solution: Compare Total Process Executions before and after deploying new nodes or flows. Check whether customers are navigating successfully to their intended destinations.
4. Improve Self-Service Containment
Problem: Too many calls are routed to live agents.
Solution: Identify how far customers progress before transferring. If customers abandon or skip self-service nodes, optimize those nodes to increase containment.
The Process Execution Analytics Reporting feature gives you end-to-end visibility into how customers navigate your IVR. By configuring widgets, selecting the right metrics and dimensions, and applying filters, you can identify drop-off points, optimize navigation paths, and measure the effectiveness of your IVR flows. Regular monitoring helps improve self-service containment and ensures a smoother customer experience.