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

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.

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