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Jasper Gonzales

Publication le 02 janv. 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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    Rohan Gupta

    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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