> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# IVR Containment Report

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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](/ai-for-service/analytics/contact-center/reports/introduction-to-reports#creating-a-new-report) for instructions on generating this report.

Refer to [Manage Reports](/ai-for-service/analytics/contact-center/reports/introduction-to-reports#manage-reports) for instructions on managing this report.

The report is available for download.

<img src="https://mintcdn.com/koreai/vn1xLvOJz0TYyU_j/ai-for-service/analytics/contact-center/reports/images/ivr-containment-report-output.png?fit=max&auto=format&n=vn1xLvOJz0TYyU_j&q=85&s=94ff5b321b3519fae1428212bf1a09b9" alt="IVR Containment Report Output" width="600" height="668" data-path="ai-for-service/analytics/contact-center/reports/images/ivr-containment-report-output.png" />

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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.

### 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. |

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