• Official comment

  Rohan Gupta

  • January 04, 2023 09:19

  Zendesk Product Manager

  Hi Jasper,

  Thanks for reaching out!

  Unfortunately, we do not have these metrics displayed on the ticket.

  However, you can pull this data in Explore,

  Call duration - Call IVR time = call not including IVR

  And call on hold time can also be reported in Explore.

  Here is an article for more details.

  Hope it helps,

  Thanks

  Rohan

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