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.
