IVR Funnel
IVR Funnel shows which menu options your callers choose, where each option sends them and how many leave before choosing.
IVR Funnel needs the newer call reporting. If your account is not on it yet, the page tells you.
Open IVR Funnel
Navigate: Reporting > IVR Funnel
Step 1: Sign in to the Hosted PBX portal.
Step 2: Select Reporting then IVR Funnel.
Step 3: Select 7 days or 30 days. For a custom date range or a single menu, select Filters, choose the From and To dates or a Menu then select Apply filters.
The report shows figures for your selected dates and menus. See Report filters for help choosing a date range.
Headline figures
4 of 4 rows
| Callers reached a menu | Callers who heard any menu. |
| Pressed a key | Callers who chose an option. |
| Sent on by the menu | Callers the menu passed on without a key press, for example after a timeout. |
| Ended in the menu | Callers who hung up in the menu or whose call the menu ended, for example a closed message. |
Menus at a glance
Your menus appear busiest first. The bar shows how callers split between pressing a key, being sent on and ending in the menu.
Most pressed shows the top key and where it leads. Select a menu to go to its detail.
A menu in detail
4 of 4 rows
| Pressed a key | The last key each caller pressed in this menu, where it sent them, how many callers, their share and how long they spent in the menu before pressing it. A caller sent back to the same menu counts once. |
| Pressed as the menu timed out | The caller pressed the key just as the menu moved on by itself, so the call went where the menu sent it. |
| Sent on by the menu | Where the menu sent callers who did not press a key. |
| Ended in the menu | Callers who hung up without pressing a key and those who pressed a key just before the call ended. |
Good to know
- Only phone keys count as key presses:
0-9,*and#. - Key presses are available from 16 July 2026.