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?
The Agent Detail Report contains detailed information for calls received and calls an agent makdes. The report contains one row per call and includes IPCC Express and interactive voice response (IVR) calls. For automatic call distributor (ACD) calls, the ACD table records all the calls handled by an agent. For IVR calls, the CCD table records all the calls made by or received by an agent. If an agent makes an IVR call, the resource ID of the agent appears in CCD.originatorID. If the agent receives an IVR call, the resource ID of the agent appears in CD.destinationID.
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