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Old 08-17-2015, 10:14 PM
lsijun lsijun is offline
Join Date: May 2015
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Default IPOCC questions

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
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Old 09-21-2015, 09:34 AM
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oiduran oiduran is offline
Join Date: Nov 2013
Location: Bogotá, Colombia
Posts: 204
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You can view IPOCC task reporting. Folow this link https://www.google.com.co/url?sa=t&r...03073922,d.dmok
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Old 09-23-2015, 01:10 AM
kalpanaautade kalpanaautade is offline
Join Date: Sep 2015
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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.

Last edited by kalpanaautade; 09-23-2015 at 01:15 AM.
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