Skip to main content


         This documentation site is for previous versions. Visit our new documentation site for current releases.      
 

IVR-IVA channel reports

Updated on December 3, 2021

Pega Customer Service provides two out-of-the-box reports to measure the effectiveness of the personalized IVR for an IVR channel. You access these reports in the Interaction Portal’s My Reports in the Interaction Reports category.

Pega Customer Service Implementation Guide
  • The Case offer rate for personalized IVR_IVA report provides a visualization of the number of customers offered cases versus the total number of customers who called into the IVR.
  • The Case acceptance rate for personalized IVR_IVA report provides a visualization of how many customers accepted or declined the case offered, by case type.

Tags

Pega Customer Service 8.7 Pega Customer Service for Communications 8.7 Pega Customer Service for Financial Services 8.7 Pega Customer Service for Healthcare 8.7 Pega Customer Service for Insurance 8.7

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best.

Pega.com is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us