Genesys Cloud - Main

Hey folks, I'm looking for a report on how much time callers spend in IVR/IVA for different queues, IVR flows, etc.  How can I get this data?

Hi Dan,

The Performance View or Analytics will show hold times under the Queue Performance View.

You may need to add it as a column if its not there.  Then put in your dates and you can export the report.  It would list Ave Talk, Ave Hold, Ave ACW for the In-Queue flows.  

The FLOW Performance doesnt have hold calculations for IVR's or Inbound Call Flows.  My understanding is that the interaction is still moving at this point and doesnt actually wait or hold until its in the Queue segment.

Hi Dan

In the  interaction menu have the this information.... total queue, total acw, total ivr...etc. 

see this help you

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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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Hi Dan,

you can find some metrics in the Flow performance to see how much time it took for people to go through the flow / IVR: Flows Performance Summary view View summary - Genesys Cloud Resource Center   This gives data regarding flows though, not by queue, nor by conversation.

For the IVA, look for Bot Performance Summary view View summary - Genesys Cloud Resource Center