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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.

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