Understand Workflow IVR Report results in Contact Center Pro

Overview

The Workflow IVR Report provides a high-level summary of caller behavior within the Automated Response Menu (IVR), showing which paths are used most often, where callers abandon, and how IVR choices influence final outcomes. With this visibility, you can pinpoint problem areas, refine menu design, and strengthen both routing efficiency and the overall self-service experience.

Who uses this feature

Administrators and managers
Applies to all business types
Applies to all trades

Feature configuration

Contact Center Pro is currently in Early Access and is subject to change. If you want to enable this feature for your account, book a demo here.
The Rollup Reporting permissions are required to use this feature. Please contact the account administrator on your team. For more information, see Contact Center Pro Permissions.

Things to know

You can now combine templates, which is especially useful for adding KPIs from other datasets into your report. For more, see Use Multi-Template Reports.
Ensure the View All Newly Added Datasets permission is enabled for your user role if you don't see Contact Center Pro reports in Rollup Reporting.

Filter report results

After you've created a report, apply general filters to narrow down the results.

From the Network/Tenant dropdown, select the specific ServiceTitan account you want the report to reflect.
Use the From - To dropdown, set the date range for the report results.
Use the From (Time) - To (Time) dropdowns to set the exact time range for the report results.

For more information, see Run, filter, and export Rollup reports. Date selection interface for scheduling events from November 27 to December 4, 2025.

Run the report

Click Run Report to generate the report results.

The Workflow IVR Report only shows paths that callers actually used. For example, if no one pressed 2 in the selected time range, that option won't appear.

Tip: Give your IVRs clear names when setting up workflows so your reports are easier to read and understand.

Table displaying workflow details, including exit paths and average time to exit.

Tip: Interact with column headers to change how the report displays. Drag a column header and drop it on the bar above the report to group your results by that column.

Table displaying grouped workflows with IDs and paths for easy management.

Understand report results

Report results display in a table based on the filters you set. By default, the Workflow IVR Report includes the following columns:

IVR Details

Workflow ID: The unique identifier for the workflow the caller moved through.
Workflow Name: The name of the workflow associated with the IVR path.
IVR Path: Shows all the steps the call went through before reaching this IVR. For example, textToSpeech.ivr means the call first went to Text to Speech, then to this specific IVR.
IVR Name: The name of the IVR menu or step presented to the caller.
Exit Path: The point where the caller left the IVR, such as selecting an option, timing out, or abandoning.
Option Name: The specific IVR menu option selected by the caller at that step.
Exit Count: The total number of calls that exited the IVR at this path.
Exit Percentage: The percentage of calls that exited at this path, out of all calls that went through this IVR.
Average Time to Exit: The average amount of time callers spent in the IVR before exiting this step or path.

Understand IVR Path results

In the IVR Path column, different workflow elements appear as the following values.

Workflow Element	How it appears in the report
IVR	ivr
Sound File	media
Temporal	temporal
Voicemail Box	vmBox
CallForwardToUser	callForwardToUser
CallForwardToNumber	callForwardToNumber
Queue	queue
TextToSpeech	textToSpeech
Day/Time Rule	calendarRoute
VirtualAgent	VirtualAgent