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.
- 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.