The IVR Call view shows you all the inbound and outbound current active calls from the IVRs. You can filter the IVR calls by the line of business.
Access IVR via CMS Portal: Real Time> IVR Call
Definition of IVR Call Metrics:
| Metric Name | Definition |
|---|---|
| Total Incoming Calls | Total number of "Inbound Calls" received on the platform for the specific filtered Company / LOB. This is a real-time value and keeps refreshing based on the interval. This reflects the total number of calls received over a period of 24 hours. The value gets reset at 00:00:00 every day. |
| Total Outgoing Calls | Total number of "Outbound Calls" initiated from the platform for the particular filtered Company / LOB. This reflects the total number of calls received over a period of 24 hours. The value gets reset at 00:00:00 every day. |
| Total Successful Calls | The total number of inbound or outbound calls handled for the particular filtered Company / LOB. This reflects the total number of calls received over a period of 24 hours. The value gets reset at 00:00:00 every day. This includes calls that are answered by agents, self-served by IVR, or dropped in a queue. |
| Total Abandoned Calls | Total number of "Inbound Calls" abandoned by the customer before speaking to an agent under the specific filtered Company / LOB. This reflects the total calls received over a period of 24 hours. The value gets reset at 00:00:00 every day. The call is placed to the agent, but the agent does not answer the call, or the customer drops before an agent picks up the call. |
| Total Active Calls | The Total number of "Inbound or Outbound Calls" currently handled by the agents' filtered Company / LOB waiting to be answered by the Agents. This includes calls that are getting established, ringing and answered. This is a real-time value and keeps refreshing based on the interval. |