IVR Reporting - How to Create an Excel Pivot Table Report (Sort by Client Code)

If you want to create a report that shows you total IVR usage by client code (provider code) or sorted by other criteria such as total calls per month, this article will help you get that done.

1. Download the data in a range using the "CVS plus quoted w/duration" report (See steps 1-5 on this article: https://1800notify.zendesk.com/hc/en-us/articles/360042238532) 

TIP: Download one month, or several months of data to analyze.

 

2. Open the file in Microsoft Excel on your computer.

3. Select "Pivot Table" from the Excel Insert menu.

Leave the defaults selected as shown, and click OK.

4. On the right side in the Pivot Table Fields, select (check) the following four fields in this order:

msg_name

provider

date

duration

5.  In the bottom right values area, click and drag "Sum of msg_name" from the Values box to the top of the Rows box as shown.

6.  In the bottom (Values area) click on "Sum of duration"

Select "Value Field Settings..."

 

7. Change from "Sum" to "Count" as shown, click OK

 

8.  Change these two column headers:

Row Labels >> "IVR # / Client / Date" 

Count of Duration >> "Authenticated Callers"

 

9. Use the filter in Row A-3 (pull down) to select only your own location's IVR phone #.

 

If you don't know the IVR # for your location, you can find it when you login to 1800 Notify, and click on the FILES tab...

 

 

 

Then, you will see totals by month for each of your clients: