IVR node: Track event

The Track event node leaves a mark in the call log every time the flow passes through it, without interrupting or pausing the conversation. Use it to measure where calls come in, which options customers choose, and where your phone menu creates bottlenecks — the caller experience is never affected, since the node always continues through its single output.

Requirements

• No prior setup on another channel or special permissions needed; any agent with access to the IVR workflow editor can add it.

Steps

1. Open Settings → Channels → (your calling channel) → IVR workflow editor.
2. Drag the Track event node onto the point in the flow you want to measure.
3. Fill in Event name with a short, consistent identifier (for example sales_menu_selected).
4. Optional: add Properties (JSON) with extra data.
5. Connect the node's single output to the next step in the flow.
6. Save and publish.

Configuration

• Event name: free text; you can use variables like ${caller.number} or ${menu_choice} and they're replaced with their real value at call time.
• Properties (JSON): extra key-value pairs to enrich the event (string values also support ${...} variables).

Example

You want to know how many callers reach the "Billing" submenu before deciding to hang up or talk to an agent. You place a Track event node right after the branch, name it billing_reached, add the property number: "${caller.number}", and let it pass straight through to the next node.

Tips

• Use consistent event names across different IVRs so you can compare metrics between channels.
• Combine it with variables saved by earlier nodes (Wait for digit, Voice recognition) to know which option got the caller there.

Troubleshooting

• I don't see the event in any visual report yet: the node always logs the event to the call's internal logs; if your workspace doesn't have the events table enabled, it's only recorded in the technical log and never blocks the call.
• The event name comes out empty or with a literal ${...}: check that the referenced variable actually exists (e.g., an earlier node saved it via Store in variable).