Creating an IVR Report using Downloaded Call Log Data

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 support@1800notify.com or call 1-800-939-1853.

1.2. Click on any job in the top Job List to highlight it blue.  Each Job shown is the day's worth of calls to your IVR system for a specific day.   You may see two phone numbers listed on some days if calls were made to your test IVR phone number.  If your organization has more than one production IVR system, then you will see multiple toll free IVR numbers listed for each day.

1.3. Click the Reports button, select "CSV plus quoted w/ duration", check the "Date Range" checkbox, click the Download/Send button.

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1.4.  Select the date range you desire to download - it could be 1 week, 1 month or several months.

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1.5. When you download the file, we recommend changing the name to something meaningful such as (date range) call logs - example: May1-31-2020-IVR-call-logs.csv

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

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2.2 Open this downloaded Sample Excel report.

2.3 Click the button for "Enable Editing"

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2.4  Type in the Period Start and Period End dates at the top of the report.

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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.

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3.3. Filter Column (A) for the production IVR phone number in your organization.  In this example it's 877, but your phone # will be different - it will start with one of the following 844, 866, or 888.

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3.4 TOTAL CALLS TO IVR

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To get the total calls for your IVR for this period, look in the lower left corner showing how many records were selected.  (In this example: 3548)

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Put in the Put the total calls into the blue cell next to Total Calls to IVR

3.5 TOTAL DOLLARS $ COLLECTED

 

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Click on the header of column J (balance) to see the total $ payments collected. 

Put that Sum at the bottom into Total $ collected

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3.6 MIN. PAYMENT

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Use the pull-down menu on column J (balance) to see the minimum number and maximum number in the list.

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3.7 MAX $ PAYMENT

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Scroll down to  the bottom of the list to see the Maximum payment.

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3.8 TOTAL CALL SECONDS

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Click on the column header of column R (duration) to see the Sum of "Total Call Seconds" -

put that next to Total Call Seconds.

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3.9 NUMBER (#) SUCCESS AUTHENTICATED

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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 K (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."

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3.10 NUMBER OF PAYMENTS MADE (# Payments made)

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Click in the header of column J (balance) to see the Count: -- that is the number of payments collected by the IVR during the period.

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Type the Count: number into the blue cell next to # Payments made.

 

3.11  CALLS RESULTING IN TRANSFER

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Filter the Column T (Info) for "trans" - this will tell you total number of calls resulting in transfers.

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Look at the number before "of" in the lower left corner of Excel.  That will  be the total number of calls resulting in transfer.  

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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 2.11) for "trans", click on the column header of column R (duration) to see the total transferred duration.

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Type the number next to the Sum: into the blue cell next to Duration of All Trans. Call (sec)

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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 info@1800notify.com or call 1-800-939-1853.

In that same column T (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.

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Type that number next to the "Count" at the bottom is the total number of callers that had experienced the "NO-PATIENT-FOUND" issue:

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Type this number into the blue cell next to: NO-PATIENT-FOUND (count)

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SAMPLE IVR REPORT FOR DOWNLOAD (see link below)

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