Hi,
We are looking to get a report on IVR flow traversal time.
Specifically, when a call enters the IVR, the customer selects an option from the main menu and may navigate through one or more sub-menus before being transferred to a queue. We want to measure the elapsed time from the moment the customer selects a specific menu option (intent) to the point when the call is transferred to the queue.
The customer intent is captured in the Inbound Bot Flow. After intent collection, the interaction returns to the Inbound Call Flow, where the transfer to the queue occurs. The report should therefore calculate traversal time across both flows.
This data is required in a journey-style view, covering all available menu and sub-menu paths. Any guidance or recommendations on how to capture and report on this information would be greatly appreciated.
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Prasoon Pandey
NA
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