James_Ross | 2018-12-20 20:58:51 UTC | #1
Hi there, I note that in this release there is also IVR and average IVR available in column headings (with data) in this view. How can I extract that with an API? TIA!!!
tim.smith | 2018-12-20 21:01:39 UTC | #2
I'm not sure what you're referring to. Can you point to the docs you're looking at or a screenshot of where you're seeing this?
James_Ross | 2018-12-20 21:55:58 UTC | #3
https://help.mypurecloud.com/articles/dnis-performance-view/
tim.smith | 2018-12-21 17:32:11 UTC | #4
Discussed with the doc team and they're updating that doc page to include the descriptions of the new columns:
- IVR: The number of times interactions entered an IVR. An interaction can enter an IVR more than one time.
- Avg IVR: The average amount of time interactions that enter an IVR stay in an IVR. Calculated by (Total IVR time / number of interactions with IVR)
- Total IVR: The total amount of time that interactions spent in IVRs.
James_Ross | 2018-12-23 20:06:50 UTC | #5
Thanks Tim. How can I extract this data using an API call? With the IVR definition; specifically 'An interaction can enter an IVR more than one time' - can you provide more info on how this would occur? eg: secure flow, transfers to other IVR's internally etc?
tim.smith | 2018-12-27 15:18:36 UTC | #6
Those fields should be based on the tIVR metric from an analytics query. A call can enter the IVR multiple times by being transferred to the IVR multiple times. That can happen from multiple sources, like an agent transferring a call back to an IVR or one IVR transferring to another one.
James_Ross | 2019-01-01 21:18:51 UTC | #7
@Tim, thanks. The problem I have had with the tivr count in the past is that it does include all IVR pathways and for example where a secure flow action has been invoked. It is a shame that this was not considered as part of the DNIS reporting as it is not a true count of IVR demand.
system | 2019-02-01 21:18:51 UTC | #8
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