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More Details in Talk Tickets
Answered
Posted Jan 02, 2023
We'd like to post this feature request: Call duration not including the time when the caller was still in IVR. Also, how long the agent placed the call on hold.
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Official
Rohan Gupta
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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