tFlow vs tIvr metrics difference?

1

Hi,
I was checking some conversation details, and noticed that the tFlow and tIvr values are a bit different.
Since they are defined as:
tIvr - The amount of time spent in IVR.
tFlow - The total time spent in an IVR flow

The description is pretty much the same, but their values differ a bit (~0.1 sec for the calls i examined)

What exactly is the difference between these metrics?

Regards,

2

Hi,

I'm not very familiar with these metrics but it appears there is an overlap between these 2 metrics and they both use slightly different formulas for measuring the same thing.
tFlow is the most recently added of the two so it is most likely the best metric to use for time spent in an IVR flow.

3

Thanks for the reply!

Regards

4

As Ronan said these metrics measure the duration in an IVR/flow in different ways:

  • tIvr is based on the duration spent in the IVR (from connect to disconnect), this corresponds to the segment duration if you look at conversation detail records
  • tFlow measures the flow inside that IVR (start and end may differ by a few milliseconds and therefore you get a different duration)

tIvr strictly applies to IVRs while tFlow also works for digital flows that don't use an IVR.

5

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