See which menu options callers choose

Phone menu (IVR) statistics show what callers do once your menu answers. You can see how many calls each menu gets, which keys people press, and how many hang up before they reach anyone. Use them to check that your menu works the way you meant it to.

Menu statistics come with every plan.

Some labels in your portal or apps may look slightly different from this guide.

Run a menu report

1. 1
   Step 1:

   Open menu statistics

   In the admin portal, go to Statistics, then IVR.
2. 2
   Step 2:

   Pick the dates and menus

   Choose a Date Range preset or your own dates, then pick one or more menus under IVRs.
3. 3
   Step 3:

   Narrow it down if you need to

   The advanced options filter by Original Caller ID, Caller ID or Destination.
4. 4
   Step 4:

   Pick your reports

   Select the green plus beside each report you want. It moves to Selected reports.
5. 5
   Step 5:

   Run them

   Select Show. The results open in a separate window.

Which report to run

Not sure which type your menu is? See which phone menu type should you use?

Read the results

• Keys. The option columns count presses of 0 to 9, star and pound.
• Abandoned calls. These are split by how the call ended: the menu timed out, the caller hung up while listening to the menu, the caller hung up while the destination was ringing, or the call arrived while the menu was closed for the day.
• Original caller ID and caller ID. The original is what the caller's phone sent. The other can differ if the caller ID was changed along the way.

Select Breakdown to list the calls behind a number. Each row shows when the call came in, who called, the key they pressed, where the menu sent them and how the call ended. The report window has the same tools as other statistics reports: sort, search, graphs, CSV or PDF download, print and email.

Act on what you find

• Lots of hang ups in the menu. Try a shorter greeting, or move the choice most people want to key 1. See build your main phone menu.
• A key nobody presses. Think about removing it so the greeting gets shorter.
• Many closed time calls. Check that your business hours match when customers try to reach you.

What to expect

• Menu statistics can't be scheduled. To email reports automatically, see email a report automatically, which covers user and ring group reports.
• Calls through a menu built with the visual menu builder may not show up here. Contact support if a menu seems to be missing.
• You only see menus on your own account.

Don't see this option? Contact support and we'll set it up for you.