Hello all,
I wanted to check if below is possible in IPOCC
Currently ASA is calculated based on Time taken by Caller in IVR + Announcement Time +Wait time in Queue.
Is there a way to not show the Time taken by Caller in IVR + Announcement in IPOCC real time data.
I have already done the below steps :
---Created a parent Topic which has IVR and Played the announcement message before call gets routed to Second Topic. ASA on second topic still ads up all the time
-- Changed IVR properties to be a welcome and also changed announcement script to be welcome.
Callflow : Caller Calls Topic 1 -goes to IVR Script - Chooses option-Plays a Pre-announcement - Transfers the call to Topic 2..
I wanted to check if below is possible in IPOCC
Currently ASA is calculated based on Time taken by Caller in IVR + Announcement Time +Wait time in Queue.
Is there a way to not show the Time taken by Caller in IVR + Announcement in IPOCC real time data.
I have already done the below steps :
---Created a parent Topic which has IVR and Played the announcement message before call gets routed to Second Topic. ASA on second topic still ads up all the time
-- Changed IVR properties to be a welcome and also changed announcement script to be welcome.
Callflow : Caller Calls Topic 1 -goes to IVR Script - Chooses option-Plays a Pre-announcement - Transfers the call to Topic 2..
