Hi there folks.
I'm hoping you can help me with a CCX script query with IVR options. No probs there. One of the options goes through to a CSQ.
When the calls that go through to the CSQ are connected to an agent &/or are abandoned, the reports are including the time spent in the IVR listening to prompts & making a choice. This time in the IVR changes per call so I can't simply deduct x secs from each call (which isn't the best workaround either).
I wondering if you can suggest how this is normally done please as I cannot find a way to do it?
Thanks in advance,