Understanding the calls dataset in Insights Follow

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    Johann Loibl

    Hey guys, 2 things I noticed.

    1. When you report on IVR destination groups and # of inbound calls, the groups do not allocate callback requests in Insights which makes it a bit hard to report on as you can imagine. Could that be fixed please?

    2. Call wait time abandoned calls metrics as setup by you is a bit skewed because it doesn't take into consideration if customers hang up in the IVR, as it allocates a 0 secs to those calls where it should count the time customers stayed in the IVR before they hung up. Maybe more a philosophical question but just thought I'd point it out.

    Cheers

    Johann

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