IVR Detailed Extract
Updated
IVR Detailed Extracts capture step‑by‑step information about how customers navigate through the Interactive Voice Response (IVR) system. These extracts provide a granular, event‑level view of every interaction that occurs before a caller reaches an agent, completes a self‑service action, or exits the system. Supervisors and analysts use this data to understand customer behavior within the IVR, evaluate flow effectiveness, and identify friction points that impact customer experience.
Purpose
Understand how customers move through the IVR and where they drop off.
Identify confusing menus or long dwell times that impact customer experience.
Optimize IVR structure to improve containment and reduce agent workload.
Evaluate the effectiveness of call routing rules.
Support audits, quality checks, and analytics on customer journey patterns.
Extract Configuration & Availability
Below are the details listed for the extract configuration and availability:
Extract Attributes | Status |
Channel Split | This is voice level data, irrespective of inbound or outbound combined - "Direction" field will give information about it |
Agent Split | Not agent-aggregated |
Granularity | Each row is a granular data of unique conversation ID traversing through each IVR node from a customer point of view |
Date Filter | Extract depicts data based on "Node Execution Start Time" of the particular node |
Update Frequency | 1 min after "Node Execution Start Time" |
Custom Field Behavior | Custom Fields by default are not added in this extract but feasibility of custom fields exists in the particular extract based on below:
Default Behavior: 1. Case Custom Field: Current Value |
Data Schema
The schema details are listed below:
Metrics /Dimension Name | Description | Unique Key | Data Type | Is Null |
Date | Date on which event occurred. | Timestamp | N | |
Case Details | Associated case to the event, which includes the Case subject, Case ID and the Description. | Varchar | N | |
Case Number | The ID number associated to the Case Details. | Varchar | N | |
Call Start Time | Timestamp when the particular call started. | Timestamp | N | |
Conversation ID | Unique ID associated with that particular call. (There can be multiple calls associated to a case, and each call will have a separate and unique conversation ID). | Y | Varchar | N |
IVR Name | Indicates the Name of the IVR which is traversed by the Customer. | Y | Varchar | N |
Node Activity Name | Name of the the name of activity Node created in the IVR Workflow. | Varchar | N | |
Node Activity Type | Provides details of the type of Node created based on the IVR Flow. | Varchar | N | |
Node Activity ID | Indicates the unique ID of each node created in the IVR workflow. | Y | Number | N |
Node Execution Start Time (Timestamp) | Date-Timestamp for when the particular node was executed on that particular call/conversation Id. | Y | Timestamp | N |
Node Execution Start Time (Epoch) | Shows the Epoch Timestamp for when the particular node was executed on that particular call/conversation Id. | Number | N | |
Node Activity Sequence | Provides the sequence of nodes as per which the customer traversed the particular IVR, indicating the exact flow of IVR step by step. | Number | N | |
Voice Application | Depicts the call centre voice application number based on which calls are received or dialed out. | Varchar | N | |
Customer Phone Number | Phone number of the customer associated on the call. | Number | N | |
Customer | Profile name of the customer associated to the case (This can be the name, phone number of profile ID of the customer based on what is captured during case creation). | Varchar | N | |
Contact Centre Phone Number | This will indicate the contact centre phone number from where the call is initiated (outbound - manual/ preview) or where the call is received (inbound and outbound predictive). | Number | N | |
IVR Language | Language of the configured IVR. | Varchar | N | |
Total IVR Execution Count | Indicates the total number of times a particular IVR has been executed/initiated. | Number | N |
Data Settings
Reporting Preferences allow users to customize the default formats for specific metric types. These preferences are applied at the user level. If no changes are made, the system will continue to honor the following defaults:
Default Timestamp Format: MM DD, YYYY, HH:MM AM/PM - Eg: Jan 15, 2026, 12:36 AM
Default Time Duration Format: HH (h) MM (min) SS (s) - Eg: 3h 02m 35s
For more details, refer to the related article.
When Custom Fields are added in an Extract, they must be treated as Unique Key during calculations to ensure accuracy and consistency.
Note:
Each row represents a unique combination of Conversation ID and Node Activity ID, capturing execution details at the IVR node level.
Node Activity Sequence reflects the exact order in which the customer navigated through the IVR flow for a particular conversation ID
The extract includes IVR activity only and does not include post-IVR agent interaction metrics.