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  • 1.  IVR - Hangups

    Posted 5 days ago

    Hi All,

    We have built an custom IVR solution within Genesys cloud. I want to be able to report on customers who hangup within the IVR before they are transferred to an agent.

    I am being told it's not possible by Genesys, would i be able to see in interactions somehow? If i searched DNIS (which has the IVR attached) and the ANI?


    Sorry, i am new to Genesys
    Thanks,
    John


    #Reporting/Analytics

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    John
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  • 2.  RE: IVR - Hangups

    Posted 5 days ago
    Edited by Samuel Jillard 5 days ago

    Hi John,

    We probably need a bit more information when you say "Custom IVR Solution". The Flows Destinations view will show how interactions disconnect in an architect flow


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    Sam Jillard
    Online Community Manager/Moderator
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  • 3.  RE: IVR - Hangups

    Posted 5 days ago

    I agree with Sam, it depends on what is meant by a "custom IVR solution." If it's an Architect Inbound Call Flow, the Flow Destinations view is a great place to start, as it can show where interactions are disconnecting within the flow.

    It would also help to understand whether you're looking to report on all callers who disconnect before reaching an agent, or whether you're trying to identify where in the IVR they disconnected. That may influence the best reporting approach.



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    Phaneendra
    Technical Solutions Consultant
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    Original Message


  • 4.  RE: IVR - Hangups

    Posted 4 days ago

    Hello,

    It is an Architect Inbound Call Flow. I am looking to report on callers who disconnect before reaching an agent for now.

    I appreciate everybody's help, Thank you.
    John.



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    John Morgan
    Technical Systems & Product Implementation Manager
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    Original Message


  • 5.  RE: IVR - Hangups
    Best Answer

    Posted 4 days ago

    Thanks for the clarification, John.

    Since it's an Architect Inbound Call Flow, I'd recommend taking a look at the Flows Destinations view in Analytics. It provides visibility into how interactions enter, exit, and disconnect from your flow, which may help identify callers who disconnect before reaching an agent. 

    Flows Destinations view: https://help.genesys.cloud/articles/flows-destinations-view/

    Flow Performance views overview: https://help.genesys.cloud/articles/flow-performance-views-overview/

    Hopefully that helps.



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    Phaneendra
    Technical Solutions Consultant
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    Original Message


  • 6.  RE: IVR - Hangups

    Posted 4 days ago

    Hi John,

    If your requirement is to identify whether callers are disconnecting before reaching an agent, you can enable the "Customer Disconnect" column in the Interaction Report. A value of 1 indicates that the caller disconnected the call while still in the IVR, before being connected to an agent.



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    Raja Marimuthu
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