Sprinklr IVR enables organizations to take customer inputs and resolve their queries through voice interactions. This document provides a step-by-step guide to troubleshooting common IVR issues effectively.

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Issues such as sudden disconnection, prompt not being voiced, or inability to capture caller inputs can be diagnosed using the methods outlined below.

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​Identify Disconnection Nodes Using IVR Reports

Sprinklr IVR offers a Transaction report that helps track call flows. Follow these steps to detect the node causing the issue:

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1. Access Transaction Reports

To view IVR Reports, follow these steps:

• Open Voice IVR from Sprinklr Launchpad.

• Locate the IVR workflow you want to analyze.

• Click on the vertical ellipses (⋮) next to the workflow.

• Select “View Reports” from the dropdown menu.

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​Refer to IVR Flow Reporting for more details.

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2. Understand Node-wise Reports

• The transaction report displays a node-wise breakdown of executions within a selected time range.

• Apply filters such as Case Number, Call Completed, Call Status, or Profile to narrow down results.

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3. Trace the Call Path

• Use the Case Number filter to track the specific call.

• Follow the sequence of nodes executed during the call.

• If the IVR ends at the Hangup/End Connection node, the issue is likely in the Parent IVR, not the current one.

• If the flow stops at a specific node with no subsequent executions, that node is the source of the issue.

Key Limitations

• Insights on Issue: The report identifies the problematic node but does not provide details on the exact cause.

• Update Delays: Reports take 7-10 minutes to update, making them unsuitable for real-time debugging.

Important Considerations

• New Nodes in Reports: If a new node is added to the IVR, it would not appear in the path for cases logged before the node was introduced.

• Cross-check with Service Providers: Always verify with the telephony or cellular provider when cases are missing in Sprinklr.

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Refer to IVR Best Practices​ for more details.

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By following this guide, users can efficiently identify and resolve IVR-related issues. For unresolved issues or deeper investigations, contact the Sprinklr support team.

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