Establishing and maintaining success metrics  and other indices of measurement are especially important to IVR operation. An audit examines the existing measures, metrics and reporting to determine how well they meet the needs of managing your contact center.

This EIG service consists of an on-site facilitated joint application design session to assess IVR measures, metrics and reporting. These are typically manifest in IVR reports, some of which are "canned" by the vendor and some of which must be customized in order to gather more meaningful information. This on-site sessions involves key stakeholders and includes:

1. Mapping business objectives to reporting requirements;
2. Identifying potential gaps regarding measures,  metrics and reporting; and
3. Identifying implementation issues, challenges, and next steps.

The IVR  Reporting audit also includes the drafting of an initial design for optimal measures, metrics and reporting.  EIG will review this draft with key stakeholders. Based on feedback from this review, EIG will finalize  the reporting design.