Historical reports having the information for the time from the call comes in to the time that it was answered in the call queue

  • 0
  • 4
  • Idea
  • Updated 2 months ago
Historical reports having the information for the time from the call comes in to the time that it was answered in the call queue
Photo of DUGGAN

DUGGAN

  • 192 Points 100 badge 2x thumb

Posted 5 months ago

  • 0
  • 4
Photo of Justin Billick

Justin Billick

  • 62 Points
I have opened a ticket for this very issue with support and found that there is no native way to exclude time waiting for IVR menus from the historical reports.  For my company, it means being unable to meet contractual SLA's to answer all calls within 30 seconds, as the time to answer metric includes seconds the caller spends listening to the company greeting and IVR menus.

We are asking for a way to exclude wait time for IVR menus from the overall call time and time to answer metrics.  The data is captured and visible, but we need to be able to separate it for all calls on the historical reports.

The snip shows details from a call.  The first 2 steps, where we see "IVR 00:24" and "IVR 00:17" should be omitted from the metrics as the user was just listening to the IVR menus and not actually holding and waiting for someone to answer.  



The other issue with this situation is that there does not seem to be a way to set a time to run historical reports.  The interval can be chosen, but you're out of luck if you want to gather information at 7:30 am or 5:00 PM, or whenever.