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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.

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Generate and Manage the Report

Refer to Creating a New Report for instructions on generating this report. Refer to Manage Reports for instructions on managing this report. The report is available for download. IVR Containment Report Output

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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.

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Predefined Message Tags

Message TagWhere 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.

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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 TagWhere to Emit
{showBalance: attempted}When the main script for the intent is attempted.
{showBalance: success}When the main script for the intent returns success.