Call abandons at IVR

Analytics and Reporting
1

Hi Dev Forum ,

How do we identify calls abandoned at IVR (the caller ends the call before he is put into a queue, e.g. a missed call)?
Looking at some older posts here , i understand we can identify calls abandoned at queue using disconnectType=peer and purpose=acd.
But how do we identify all collective abandons , both at IVR and queue levels?

Also , from a reporting perspective too ,we can see only calls abandoned in queueunder the interactions view( the metrics 'abandoned' and 'abandoned in queue' ). Does any view also show calls abandoned in IVR?

Regards
Garima.

2

Pretty sure that'd be purpose = ivr and disconnectType = peer for the same reasons.

Means they, the peer, aka the customer, disconnected while within an IVR segment.
A type of system would be the IVR hanging up on them.

3

hi,
Not looked at specifically but have you tried the flow api: api/v2/analytics/flows/aggregates/query

tFlowDisconnect description states "The total time spent in a flow for communications that were abandoned."
That will return the count as well.

From quick look on my test org I get response like;

          "metric": "tFlowDisconnect",
          "stats": {
            "max": 36802,
            "min": 616,
            "count": 42,
            "sum": 377463
          }

Not checked but I am assuming that is disconnects while in a particular IVR (flow)

4

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