Drill-down Report

The Drill-down Report displays the details of all the calls that were entered into Voca and how they were handled.

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To generate a Drill-down report:

Open the Drill-down page (Reports > IVR Reports > Drill-down; the following appears:

Select the appropriate filter fields:

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Date From: Defines this report for a specific date/time range.

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Date To: Defines this report for a specific date/time range.

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Call Source: Defines information that is related to a specific source number.

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Call Routed: Defines information that is related to a call that was routed to a specific destination.

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Call Duration: Defines information that is related to a specific duration of a call.

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Call Disposition: Defines information related to calls that ended with a specific disposition or “Any’. For an explanation of the different call dispositions, see Call Dispositions.

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DNIS: Defines information that is related to a specific leading phone number.

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Timezone Display Mode: Defines this report in different time zone:

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Tenant Time zone: Defines the information in this report based on the tenant configured time zone.

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Flow Time zone: Defines the information in this report based on the time zone configured under the Telephony Setting settings.

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Local Time zone (Web): Defines the information in this report on the browser local time zone.

The following is a description of the report fields.

Report Column	Description
Customer	Defines the customer name.
Domain	Defines the domain name.
Source	Defines the phone number the call was made from.
Destination	Defines the destination phone number.
Start Time	Defines the start time of the call adjusted to the timezone selected in the filter.
End Time	Defines the end time of the call adjusted to the timezone selected in the filter.
Timezone	Defines the relevant timezone according to the option selected in the filter.
Duration	Defines the duration of the call.
Disposition	Defines the disposition of the call.
Routed To	Defines the number of where the call has been routed to.
	Opens the CDR and displays more information, including a recording of the call.

Call Details information is displayed for each call. If recognitions where made on a particular call, the recognition results (one or more) are shown. When you display the information, the following appears:

Each recognition includes the following:

Field	Description
Result string	Displays the analyzed result returned from the ASR.
State ID	Displays the ID that specifies the step within the call that the recognition was made.
Grammar	Displays the grammar used (e.g., Main, Disambiguation)
Confidence	Displays the confidence level of the ASR returned for the result. If the confidence level is below a specific threshold, the recognition is rejected and the caller is prompted to request the destination again. (based on the service configuration). For more information on the relevant confidence threshold, contact AudioCodes Support.
Listen Record	Displays the recording details for the recognition.

Click Generate to generate the report; click Export CSV to export the report in CSV format.