https://community.cisco.com/t5/voice-over-ip/ivr-resolution-rate-issue/m-p/3836405#M13934 <P>Hello All,</P><P>Our IVR resolution rate is decreased to 5%, out of 30K calls 28K calls are getting routed to agents, only 2K calls are getting resolved in IVR. and also Abandon Rate went up 7.7% (vs. target 4.5%) for the month of March.</P><P>Can you please let me know how to investigate the issue and identify the root cause of the issue.</P><P>&nbsp;</P><P>Please help me.</P><P>Thanks,<BR />ansar.</P> Wed, 10 Apr 2019 22:56:03 GMT ansar236@gmail.com 2019-04-10T22:56:03Z https://community.cisco.com/t5/voice-over-ip/ivr-resolution-rate-issue/m-p/3836405#M13934 <P>Hello All,</P><P>Our IVR resolution rate is decreased to 5%, out of 30K calls 28K calls are getting routed to agents, only 2K calls are getting resolved in IVR. and also Abandon Rate went up 7.7% (vs. target 4.5%) for the month of March.</P><P>Can you please let me know how to investigate the issue and identify the root cause of the issue.</P><P>&nbsp;</P><P>Please help me.</P><P>Thanks,<BR />ansar.</P> Wed, 10 Apr 2019 22:56:03 GMT https://community.cisco.com/t5/voice-over-ip/ivr-resolution-rate-issue/m-p/3836405#M13934 ansar236@gmail.com 2019-04-10T22:56:03Z