Working with and Understanding IVR Autopay by Phone Call Detail Reports - CDR

In order to work with your IVR Autopay by Phone data in a spreadsheet, you first need to download it from your secure portal at www.1800notify.com - see this related article.

1. Open up the file you downloaded in a spreadsheet, we use Microsoft Excel in this example.

2. Turn on the Filter for Row 1 (This will be useful to analyze the data)

3. Open up the Info column (should be column S) - as this column contains all the Call Detail Audit Trail.

Column P and Q show the Time and Date that the individual call started.

Column AD "duration" shows the duration of the call in seconds.

ivr-open-in-excel-filter.png

 

4. You'll want to get a total count of calls received for a specific period, so use the filer on the date (and time) columns.  This will be your denominator for most of your calculations.

ivr-filter-dates.png

 

5. Then you'll want to look at filtering Col S ("info") to see details of each call.

 

In the "Info" column of each call log entry you will see something like this:
Person answered  ID,AuthDOB,Balance,RT0,MMenu,HearPP,HearBAL
   
Main Call Outcomes  
(These are shown in the beginning of the 'Info' column on the User interface and in the downloads)
   
Person answered A person called and followed the indicated audit trail but did not complete a payment
Person identified A person stopped after being identified and hung up
Autopay success The caller successfully made a payment
Autopay failure The caller attempted but failed to make a payment
Transfer to office The caller transferred to speak to a Financial Care Specialist at some point during the call
   
   
Call Audit Tracking Audit Trail Codes and Meaning 
(These are shown in the 'Info' column on the User interface and in the downloads after the Main Call Outcome)
   
Code Meaning
ID Entered an identification (Guarantor or Account Number)
AuthSSN Authorized using the last 4 of the SSN
AuthDOB Authorized using the Date of Birth
AuthPh Authorized using a Phone number
MMenu Main Menu - this shows that the caller was successfully identified and authenticated 
TIP: This is a good way to show % of people who were authenticated.
Balance The guarantor balance was said
RT0 - RT12 Calculated response types - see RT codes RT0 is not payment plan, RT1-12 are all payment plans
MMenu Heard the Main Menu
HearBal Selected to hear the balance repeated
HearPP Selected to hear the payment plan details
MoreOpts Selected to get to the More Options Menu
PrevPmts Selected to hear Recent Payments
MyChart Pressed the option to hear more about MyChart Link
DetBill Selected option to request a Detailed Bill
AutoPay Selected option to Make a Payment
PayFull Selected option to make payment in full
PayLess Selected option to pay less than the full amount
PayCC Selected option to pay with a credit card
EndMOH End of Music on Hold (while waiting to get the credit card or check book)
CC# Entered a credit card number
CCExp Enter the credit card expiration date
CCCharge Attempt to charge the entered credit card with the payment processor
E-Routing Entered an e-check ABA routing number
E-# Entered a checking account number
E-Charge Attempt to charge an e-Check
IM-Success Successful payment returned by payment processor 
IM-Failure Payment failure notice returned by payment processor
EOTA-AuthCode Selected option to hear the authorization code at the end of the call menu
EOTA-OfficeHrs Selected option to hear the office hours and phone number for Financial Services at the end of the call menu
EOTA-StoreCOF Store a payment method that was just used to make a payment on file
EOTA-Bye Selected option to end the call at the end of call menu

 

 

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