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  • 1.  How to retrieved number of abandoned calls in IVR

    Posted 02-06-2023 09:52


    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 Broska
    Alcasys Slovakia a.s

  • 2.  RE: How to retrieved number of abandoned calls in IVR

    Posted 02-07-2023 02:18
    Hi Pavel,

    You can use the following info for the abandoned calls. This info was shared last year by Trent Vance. Let's give it try and see if it works for you.

    There is actually a much easier way to do this than handlers.

    Make sure you have enabled "Track Routing Exceptions" in IA -> Interaction Tracker -> Configuration -> Items Tracked tab.  This will track abandons, flow outs and transfers in the DB in their own respective tables/views, down to the millisecond.  For abandons, it lists them with the queue in which they abandon, the time they abandon, how long they were in the queue, and the callidkey.  If more data is desired, you can use the CallIDKey and join to other tables in the DB as well.

    After enabling, have a look at the EE_AbandonEvents_viw view in the DB.

    Best Regards

    Cenk Gündüz

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