Sometimes you would like to create a summary IVR report using the downloaded Call Log data from the 1800 Notify secure portal. This article shows you how to get that done.
STEP 1: Download the IVR call detail log data from 1800 Notify
1.1. Log into the portal at www.1800notify.com
If you need an account, please email us at email@example.com or call 1-800-939-1853.
1.2. Click on the IVR tab, then the CALL LOGS sub-tab.
1.3 Select the period you wish from the Time Period, for example "Last Month".
1.4 Click the DOWNLOAD button.
1.5. When you download the file, the system will automatically name the file using the criteria you selected, but you can adjust the name as needed (depending on whether or not your web browser allows you to adjust the name of a downloaded file).
TIP: If you are using Google Chrome web browser, here's an article showing how to get Chrome to allow you to adjust the file name and download location for every download: RELATED ARTICLE
STEP 2: DOWNLOAD AND OPEN THE SAMPLE EXCEL REPORT
2.1. Download the Excel file sample that is attached to the bottom of this article to use as a template:
Generic Sample IVR Report.xlsx
2.2 Open this downloaded Sample Excel report.
2.3 Click the button for "Enable Editing"
2.4 Type in the Period Start and Period End dates at the top of the report.
STEP 3: OPEN THE DOWNLOADED CALL LOGS IN EXCEL, FILTER AND FILL IN THE INPUT DATA (BLUE CELLS) IN THE REPORT
3.1. Open the downloaded call log file in Excel.
3.2. Click the top row (1) and select Data > Filter to turn on the FILTER function in Excel.
3.3. If your organization has more than one IVR phone number, then you'll want to Filter Column (B) for an individual production IVR name/phone number in your organization.
3.4 TOTAL CALLS TO IVR
If you've filtered for a single IVR, look in the lower left corner showing how many records were selected. (In this example: 3548)
If you did not need to filter, then your total number of calls will be the total number of rows in your file.
TIP: An easy way to determine this is simply click on the column B header and look at the Count at the bottom right of Excel:
Put in the Put the total calls into the blue cell next to Total Calls to IVR
3.5 TOTAL DOLLARS $ COLLECTED
Click on the header of column H (balance) to see the total $ payments collected.
Put that Sum at the bottom into Total $ collected
3.6 MIN. PAYMENT
Use the pull-down menu on column H (balance) to see the minimum number and maximum number in the list.
3.7 MAX $ PAYMENT
Scroll down to the bottom of the list to see the Maximum payment.
3.8 TOTAL CALL SECONDS
Click on the column header of column I (duration) to see the Sum of "Total Call Seconds" -
put that next to Total Call Seconds.
3.9 NUMBER (#) SUCCESS AUTHENTICATED
To find the number of callers who successfully authenticated on the IVR, entered their account number and secondary authentication information (usually date of birth, but could be last 4 of SSN, street number of mailing address, phone number or something else):
Click the header of column G (provider) look at the Count: at the bottom to see the total number of authenticated callers.
Type this number into the blue cell next to "# SUCCESS Auth."
3.10 NUMBER OF PAYMENTS MADE (# Payments made)
Click in the header of column H (balance) to see the Count: -- that is the number of payments collected by the IVR during the period.
Type the Count: number into the blue cell next to # Payments made.
3.11 CALLS RESULTING IN TRANSFER
Filter the Column E (Info) for "trans" - this will tell you total number of calls resulting in transfers.
Look at the number before "of" in the lower left corner of Excel. That will be the total number of calls resulting in transfer.
Type that number into the blue cell next to "CALLS RESULTING IN TRANSFER"
3.12 Duration of all Transf. Call (sec)
This cell contains the total length of all calls that result in transfers - this duration includes BOTH time spent on the IVR as well as call spent after the transfer is initiated, and will include all time the caller waits on hold to talk to a representative as well as all time spent talking to the representative.
While the info column is still filtered (as you did in 3.11) for "trans", click on the column header of column I (duration) to see the total transferred duration.
Type the number next to the Sum: into the blue cell next to Duration of All Trans. Call (sec)
OPTIONAL: PEDIATRIC GUARANTOR (EPIC WEB SERVICES ONLY)
(Optional - this step may not apply to your IVR)
IMPORTANT: If you do have this issue and have not yet upgraded your IVR to the new "Hybrid" IVR solution, at no extra cost, please contact us at firstname.lastname@example.org or call 1-800-939-1853.
In that same column E (info) adjust the filter to look for "NO-PAT" - short for "NO-PATIENT-FOUND". This only applies to Epic-connected IVRs that use web services to look up the billing patient using the guarantor number. If the patient was a minor who generated the charges, but the guarantor has never visited any of your facilities to ever generate charges themselves, then there will be a "NO-PATIENT-FOUND" error and your staff will have to work with this particular caller to take their payment.
Type that number next to the "Count" at the bottom is the total number of callers that had experienced the "NO-PATIENT-FOUND" issue:
Type this number into the blue cell next to: NO-PATIENT-FOUND (count)