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Old 10-13-2016, 05:21 AM
sharm112 sharm112 is offline
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Join Date: Aug 2014
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sharm112 has 11 reputation points
Default ASA(Average Speed of Answer Value) is incorrect on Realtime Data

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..
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