IVR Containment Report - Kore.ai Docs

Back to Reports List The IVR Containment Report covers all incoming calls, including callers identified and per-intent data and outcomes on a daily basis. This report requires the bot designer to emit predefined message tags during intent execution, and is applicable for voice calls only.

Generate and Manage the Report

To create a new report, follow these steps:

On the Reports page, select New Report.
From the list of reports, select a report type to generate. For example, Interaction Details Report.
Enter the Report Name and Report Description.
Select a Time Period.
Select Data Filters.
Select Report Generation and choose Run On Demand or Schedule, where you can create up to six schedules (only one for the Hourly option).
Select the desired format.
Enter a Send To address (single email address or mailing list).
Select Create to create the report.
Select the Run option to generate the report. Run On Demand generates the report as and when needed, while Schedule configures automatic generation at the specified date and time. Use the toggle to enable or disable the schedule (applies only to scheduled reports).
Select the option to download the report.

Contact Center AI supports filters, scheduled report runs, on-demand runs, format and filter modifications, on reports.

The red dot beside the report indicates it was generated within the last 24 hours.

Message Tags for Bots

The bot designer must emit the following predefined message tags at the appropriate points during intent execution for this report to populate correctly.

Predefined Message Tags

Message Tag	Where to Emit
`{didUserAskForAgent: true}`	When the caller has made at least one request for an agent.
`{wasTransferredOnRequest: true}`	When the caller was transferred after requesting an agent.
`{isCallerIdentified: true}`	When the caller was successfully identified.
`{isCallerIdentified: false}`	When the caller identification process failed.
`{iDFailure: true}`	When caller identification failed with specific errors.
`{iDIncomplete: true}`	When caller identification failed with non-specified errors and customer utterances were greater than zero.
`{errorMessage: true}`	When a call had at least one system error.
`{errorDuringTransfer: true}`	When the first system error occurred during the transfer.
`{errorContainsTransferReason: true}`	When the error contained a specified transfer reason.
`{ANImatchNotIdentified: false}`	When the caller ID process was unsuccessful but the ANI did match.
`{paymentTriggered: true}`	When the call was transferred to payment.
`{completedTransactionNotTransfered: true}`	When a self-service transaction was completed AND the call wasn’t transferred to payment AND not transferred to the contact center.

Per-Intent Message Tags

Use the following tags within every business-relevant dialog task. The intent name is the key (replace showBalance with the actual intent name):

Message Tag	Where to Emit
`{showBalance: attempted}`	When the main script for the intent is attempted.
`{showBalance: success}`	When the main script for the intent returns success.

​Generate and Manage the Report

​Message Tags for Bots

​Predefined Message Tags

​Per-Intent Message Tags

Generate and Manage the Report

Message Tags for Bots

Predefined Message Tags

Per-Intent Message Tags