IVR analytics: dashboard, drop-off nodes, final outcomes and execution detail

The IVR Analytics dashboard shows how your customers actually move through your voice menu: how many complete it, where they hang up, and what happens at the end of each call.

Requirements

• Crece or Escala plan with IVR enabled.
• At least one call that went through the channel's IVR.

Getting there

From the channel's Calling tab, open IVR analytics. By default you see the last 30 days; you can switch the range to 7, 90 days, or a custom one.

What the dashboard shows

• Cards: IVR calls, Completion rate, Avg duration and Voicemails captured.
• Daily volume: a chart of calls per day.
• Top 5 drop-off nodes: which step of the menu callers hang up at without reaching an outcome — the most useful signal for spotting a confusing menu or a broken option.
• Final outcome: how many calls ended up transferred to a user, to a team, to an AI agent, in voicemail, hung up, or in fallback.
• Recent executions: a list of individual calls with when, caller, duration, steps and outcome.

Viewing a single call's detail

Click Open trace on any execution to see its step-by-step path: every block visited, the option pressed, how long each step took, and the flow exactly as it was published at the moment of that call.

Example

The dashboard shows 40% of calls dropping off at the "Language menu" node. Checking the trace of several of those abandoned calls reveals the time allowed to press a digit is too short — the timeout gets extended and drop-off falls.

Tips

• Check "Drop-off nodes" weekly — it's the fastest way to spot a confusing menu.
• Cross-reference the final outcome with your goals: if Voicemail is the most common outcome during business hours, you're probably short on available agents.

Troubleshooting

• Redirected back to the Calling tab with a plan notice: your current plan doesn't include IVR.
• Dashboard shows no data: no calls have hit that channel's IVR in the selected range yet — try widening it to 90 days.