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Why are Customer Experience figures between the Dominant path and IVR Metrics/Recent calls are different?

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Question

Why are Customer Experience figures between the Dominant path and IVR Metrics/Recent calls are different?

Applies To

  • Customer Experience Tool

Answer

The dominant path contains the top 10 most used (with the highest number of interactions on them) IVR paths. On the other hand, the IVR metrics page contains all the interactions that went through IVR and shows the path a certain interaction has used.

So it makes sense that in Dominant Path you will see a lesser amount of interactions, compared with what you see for the entire IVR.
 
For example, If a user enters a path and stays in a loop 3 times and another user stays in the same loop 2 times, those two are considered as different paths and the total usage is considered as 1 on each of them, so it makes sense not to reach Dominant path.

Int 1 has the following path: IVR Script-> Schedule -> Open -> Wait cycle -> Wait cycle -> Wait Cycle -> Forward to Queue

Int 2 has the following path: IVR Script-> Schedule -> Open -> Wait cycle -> Wait cycle -> Forward to Queue
 
The above interactions cannot be grouped together because they have different paths, because of the wait cycles (or loops), so they will not appear in the dominant path if there are already 10 groups that have a higher number of interactions on them.