IPOCC questions

[lsijun]

Can our IPOCC historical or real time reporting do the following?

1)No. of calls made in the IVR for each options

2)No. of abandoned calls in each IVR in each option

3)To identify each caller that called and hanged up in the IVR

4)Duration of each call in the IVR before hanging up

5)At which stage of the call in/after the IVR before hanging up

[oiduran]

You can view IPOCC task reporting. Folow this link https://www.google.com.co/url?sa=t&r...03073922,d.dmok

[kalpanaautade]

If you expect report on IVR options means you are accepting customer input with help of DTMF and based on input, call routed to different Topic or Agent Group.

If this is the case then based on targeted Topic, No of call completed, No of calls abandoned counter available in Topic based report. For remaining 3 counters exist in Contact Detail Report.