Check the summary of your top ten most used IVR paths.
- Virtual Contact Center
- Customer Experience
- Log on Virtual Contact Center Agent Interface and from the top left corner, select Customer Experience.
- In the Customer Experience dashboard, select Dominant Paths.
- From the left side panel select the IVR Script, Channel and the Date Range and click submit.
- Click on any node in Dominant Paths to open the Detailed Calls slider and view the basic call information of all calls passing through that node.
The dominant path provides a high-level view of your contact center's IVR, or a summary of your top ten most-used IVR paths in the tenant. The numbers on each path represent the total number of calls going through that specific path. It helps you figure out which IVR objects are used by your callers as expected and which paths are not. With this information your can assess requirements to optimize your IVRs.
You can select one script at a time. If you do not select any scripts, all scripts used for the time shown appear in the report.