This panel displays the following metrics for all of your IVRs combined:
- Rd. (Received) – Total number of dials into your IVR phone number(s).
- Qd. (Queued) – Total number of calls queued.
- AnRt. (AnsweredRouted) – Total number of calls answeredrouted.
- Ab. (Abandoned) – Total number of calls abandoned (not answered).
- VM. (Voicemail) – Total number of calls answered by voicemail.
- AnRt. Rate (Answer Calls Routed Rate) – Percentage of calls answeredrouted.
- Ab. Rate (Abandoned Rate) – Percentage of calls abandoned (not answered).
- Service Level – Percentage of calls answered within the Acceptable Waiting Time (AWT) set on the Queues screen. Calls abandoned after the acceptable waiting time will also impact the service level, see formula:
...