Which IPCC report should be used for retrieving the IVR average handle time, average speed of answer and average talk time. I would require a daily report which would have the above fields. Does Web View generate such a daily report ?
Yes and no. One thing you should do is look at your call types associated with your dialed numbers, these initial call types will give you the information for your call from cradle to grave. However, if your call travels from IVR to IVR these call types will not work. You will have to set different CTs before sending it to the next IVR.