Hi Julie,
Have you verified via the Flows view and timeline that they are taking the expected route and ending up in the Flow you expect them in?
If so, it could be that errors are occurring in the call flow, such as when it attempts to play a prompt.
Are you using on prem edges? if so, what size?
Have you listened to recordings to verify what the caller is describing? Are you able to verify how long the customer hears dead air before going into queue?
If you don't hear audio in the recording and the visualization is just a straight line, you may want to get some examples and open a ticket. Support can pull edge logs and determine where the failure occurs.
Thanks,
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Daniel McLeod
Qsect LLC
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Original Message:
Sent: 05-26-2020 08:20
From: Julie Green
Subject: Inbound Calls skipping IVR steps
Good morning,
Wondering if anyone is having or has had the issue where calls that come in are skipping over the IVR steps and getting placed into queue automatically. We have IVR set up to collect personal data to match with product type and also to ask product type to route to correct queue. Some calls (not all) do not get any of these prompts and are being sent into our default queue. The last customer I spoke with said there was some dead air on the line when called in and then just hold music in the queue. This is creating an issue with analytics and customer experience as agents in the general queue do have to transfer some calls manually as they are not trained to handle all calls. We have not made any changes to our IVR but this has been happening for a number of weeks now. Any thoughts or experience with this?
#Routing(ACD/IVR)
#Telephony
#Unsure/Other
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Julie Green
Sentinel Benefits & Financial Group
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