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IVR resolution rate Issue.

Hello All,

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.

Can you please let me know how to investigate the issue and identify the root cause of the issue.

 

Please help me.

Thanks,
ansar.

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