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Ask Me Anything - October 2020

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Abandoned Calls on IVR, UCCE

Hello, 

 

I would like to get the detail of abandoned calls on IVR from TCD. Please help?

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Engager

You're going to have to be more specific than that. From the TCD your best bet is to find  out how many calls abandoned and around how long it took them to abandon assuming you have the following setup:

 

DN->CT1->IVR->CT2

 

Now if for some reason you have something like this, it's going to be much harder to figure out:

DN->CT1->IVR->CT2->IVR

 

What I see many of my customers do is setup specific IVR reporting to track self service as well as containment. This is all outside of TCD.

 

david

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