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  • 1.  IVR data action- Low call volume

    Posted 12-11-2023 11:04
    No replies, thread closed.

    Hello Everyone, 

    Recently genesys had a outage and call centers did not receive calls. 

    Do we have any data action or alert in IVR that would alert when there is low or NO call volume? 

    Thanks 

    Sardar Mohammed 


    #ArchitectureandDesign

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    Sardar Mohammed
    Elevate Credit Service LLC
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  • 2.  RE: IVR data action- Low call volume

    Posted 12-21-2023 23:08
    No replies, thread closed.

    You can always have an alert for queues with calls lower than a threshold and send an alert.  Now, that will not look at IVR calls.  If you are looking for whether your lines or IVR are working, you could use a campaign that recycles every 10 minutes or so that calls your IVR and if it detects no answer, run a wrap-up data action to send you and Email.  But of course, if your lines are down, it won't be able to dial out.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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