#Routing(ACD/IVR)
#Reporting/Analytics
Hi All,
Tried to find statistic for abandoned calls in IVR. e.g. Customer calls to contact centre, there is IVR and during "hearing" of IVR cancels call.
Call flow is simple:
- set priority -> call subroutine
- "play a menu" (play IVR announcement)
- under "play a menu" there are 4 nodes-operations which represents selected IVR choices (0. just play gdpr info and then return to "play a menu" node, 1. transfer to WG1, 2. transfer to WG2, 3. transfer to WG2 with skill)
Can I use information in InteractionSummary table? (where disposition=1 and tQueueWait=0)?
There is report IVR Abandoned in ICBM as well but data in it are a litle bit different as ones returned from above table (in table is more "abandoned" calls then report shows).
Not sure if I can compare data from report and InteractionSummary table. Report has source from IVR Interval table.
Can someone explain what is optimal approach in this case?
Thank you for advice
Best regards
Pavel
#Reporting/Analytics#Routing(ACD/IVR)------------------------------
Pavel Broska
Alcasys Slovakia a.s
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