This article explains why the IVR branch field can appear blank in the Inbound metrics per IVR branch table, and what actions you can take to address this behavior.

Overview

The IVR branch field is populated based on how a call is routed and how IVR branches are configured at the time the call occurs. In certain scenarios, this field may appear empty in reporting, even though the call passed through an IVR.

Reasons the IVR branch field may be blank

Smartflows configuration

In Smartflows, the IVR branch name shown in reporting corresponds to the branch name configured at the time the call occurred.

The IVR branch field may be blank or aggregated unexpectedly if:

  • IVR branches were not named when the call occurred.
  • Branch names were changed after the call.
  • Multiple Smartflows branches share the same name, which causes their metrics to be combined.
Important: The system store branch names, not branch identifiers. If a branch is unnamed or incorrectly configured at the time of the call, the IVR branch field may remain empty.

Call redirected to an external number

When a call is redirected to an external number, the IVR branch field is not populated in Inbound metrics, even if the call originally entered an IVR.

How to address blank IVR branch values

To address this issue, you can verify the Smartflows configuration for your number to ensure that all IVR branches are correctly named and configured.

Tip: Always confirm IVR branch names before deploying changes to production, as historical data cannot be retroactively updated.