iOS17 Reporting Changes

    Branded Calling Reporting Changes

    (due to iOS 17)

    Live VM.png

    June 2024 

    With the introduction of iOS17 and the launch of their “Live Voicemail” feature, it has become necessary for First Orion to assist customers with what it means for them and provide report tooling to get a greater understanding of the impact to measuring the effectiveness of their calling practices.

     

    Impact to Analytics due to Live Voicemail

    With the launch of iOS17 on September 18, 2023, Apple’s Live Voicemail feature will look identical to a call answered by a human. This can be seen as problematic, as it gives the impression that a human connection was made, however in fact the feature allows for auto-transcription on the end user's behalf. This will give you the impression that human interaction with the end user was much higher than they truly are.  

    To date, there isn’t a way within the network to distinguish between an answered call by the Live Voicemail feature or by a human. The Live Voicemail feature is toggled on by default, however end users can turn it off if desired.

    First Orion’s Solution

    To give you more clarity about metrics such as Answer Rates and Contact Rates, we are introducing 2 separate views of our call analytics data.

     

     

    Without Live Voicemail Reporting View

    Characteristics of “Without Live Voicemail” Reporting View

    • Excludes iOS17 or newer disposition data
    • Typically disposition data elements are lower than with Live Voicemail

     

    Without live VM.png

     

    With Live Voicemail Reporting View

    Characteristics of “With Live Voicemail” Reporting View

    • includes iOS17 or newer disposition data
    • Typically disposition data elements are higher than without Live Voicemail view

     

    With live VM.png

     

    Frequently Asked Questions about Live Voicemail and First Orion’s Solution

    1. Question- Will I be able to see either view of the data since the feature’s inception?

    Answer- Yes, any legacy data dating back to the introduction of this feature will be adjusted to whichever view you want to see.

    1. Question- Does any other Analytics provider have an advantage of knowing the difference of if a human answered a call or if it was the Apple Live Voicemail feature?

    Answer- We currently do not have any evidence that suggests any other Analytics Provider has this advantage. Only Apple knows the difference and that data isn’t being shared. We, however, are the only Analytics provider addressing the issue with an alternate view of the data to date.

    1. Question- What reporting elements are affected by the inception of the Live Voicemail feature?

    Answer- Answer Rate, Talk-Time, Talk Rate, Contact Rate, Engagement Rate and Success Rate are all affected by the Live Voicemail feature.

    1. Question- What is the real difference between the “With Live Voicemail” vs. “Without Live Voicemail” Reporting view?

    Answer- The “With Live Voicemail” view includes all data and its visualization for all devices. The “Without Live Voicemail” view excludes all data from devices on iOS17 or newer versions.

    1. Question- What reporting elements are affected by this new filtering?

    Answer- Listed below are the reporting elements affected by the “With Live Voicemail” vs. “Without Live Voicemail” report filtering treatment:

    • Answer Rate
    • Decline Rate
    • Talk-time
    • Talk Rate
    • Engagement Rate
    • Contact Rate
    • Calls per Individual
    • Success Rate

     

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