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.



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    Nicole Korp

    Hi Johann,

    Thank you for commenting here! I just wanted to update you that we recently released a fix for the first issue you called out, so you should no longer have difficulty reporting on this.

    For the second point you called out, right now the expected behavior is that calls abandoned prior to the greeting ending will have a zero second wait time. We appreciate your feedback on that logic and understand that having the full time spent on the phone can be useful.


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    Ronnel Grimpula

    Good day!

    I'm looking a way to get the occupancy rate via zendesk using the objects in this post.

    Occupancy rate- is the % from the valid activities over the required work duration.

    Ex: (Total Talk time + Total wrap up + Total on hold + time used for another task/s aside from call) / (Total Talk time + Total wrap up + Total on hold + time used for another task/s aside from call + total avail)


    i used:

     -Call Hold Time

    -Call Leg Duration

    -Call Leg Wrap up time

    -Call Leg talk time

    The result are confusing and totally not making sense to me. Probably because i don't know exactly what those objects that are needed to get the correct output.

    Anyone here willing to help please? Thank you very much in advance.

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