Track every IVR menu selection, analyse caller journeys through your menu system, and identify the exact points where callers drop off. Data-driven insight to optimise your IVR for better customer experience.
Your IVR is the first thing most callers interact with. IVR statistics show you which menu options callers select, the paths they take through your system, and where they give up and hang up — so you can build an IVR that works for your customers, not against them.
See exactly which IVR menu options callers select and how frequently. Identify your most-used options, discover rarely-used paths, and understand which departments or services generate the most inbound demand.
Benefit: Optimise your IVR structure — put the most popular options first and remove dead-end paths.
Visualise the complete path callers take through your IVR tree. See which sequences are most common, where callers navigate back and forth (indicating confusion), and which paths lead to successful connections.
Benefit: Design IVR flows based on actual caller behaviour, not assumptions.
Pinpoint exactly where in the IVR journey callers abandon. High drop rates at specific menu points reveal confusion, excessive wait times, or frustrating experiences that need immediate attention.
Benefit: Fix the specific points where callers give up — targeted improvements with measurable impact.
Track call volumes by IVR menu path over time. See how demand for different departments fluctuates by hour, day, and season — critical for staffing and capacity planning.
Benefit: Staff each department based on actual IVR routing data, not guesswork.
Every keypress and routing decision in your IVR is logged automatically. The platform builds a complete picture of caller behaviour without any additional setup — just turn on IVR reporting and the data starts flowing.
Calls. Menu paths. Drop points.
Your IVR sets the tone for the entire customer interaction. If callers can't find the right option, get confused by too many choices, or wait too long after selecting, they hang up — and that's a lost customer or a frustrated one before they even reach an agent.
IVR statistics take the guesswork out of IVR design. Instead of assuming your menu structure makes sense, you'll know from real data whether it does. When callers drop at a specific point, you fix that point. When a menu option is never selected, you remove it. When one path is overwhelmingly popular, you put it first.
The result is a streamlined, intuitive IVR that gets callers to the right agent faster — better for customers, better for agents, and better for your bottom line.
Fewer drops. Faster routing. Happier callers.