IVR-IVA channel reports
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.
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