IVR Monitoring Checklist Form
Use this form to review an IVR call flow, note menu and routing behavior, evaluate audio and prompt quality, and record resolution or follow-up needs.
Call and Reviewer Information
Call Date and Time
*
 -
Month
 -
Day
Year
2 digit month, 2 digit day, 4 digit year
Date
Hour Minutes
AM
PM
AM/PM Option
Call Session ID
*
Caller Line or Channel ID
Reviewer Name or Team
*
IVR Flow and Menu Navigation
IVR flow checklist
*
Correct greeting reached
Menu options presented clearly
Keypad input worked as expected
Voice input worked as expected
Caller reached intended path
Navigation issues notes
Prompt and Audio Quality
Prompt and audio quality items evaluated
*
Prompt clarity
Speech pace
Audio volume
Background noise level
Overall intelligibility
Comments on specific prompt or audio problems
Transfer, Error Handling, and Resolution
Transfer to agent or queue worked when needed
*
Yes
No
Not Applicable
Caller received expected outcome / resolution status
*
Resolved
Partially Resolved
Unresolved
Follow-up Needed
Submit
Should be Empty: