Time Spent in IVR
This data export field displays the time spent by a contact in a FLOW script before being routed to a queue or to an outbound destination.
See also, Interaction Duration Charts.
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Historical Data Source |
CONTACT Data Records |
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Category |
FLOW |
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Channels |
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Size (bytes) |
8 |
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Filter |
Time Spent in IVR |
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Dimension |
None |
Format
By clicking the current duration format, you can select another format, which may be more appropriate for your report.
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The 'Seconds' format shows decimal places; the 'Seconds (Integer)' format does not. |
Example
This data export report shows an incoming call to a FLOW script (IVR). The caller spent 5.6 seconds in the script before being routed to an external destination via an Outbound Call action cell in the script.
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Time Spent in IVR |
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2018-10-24 15:49:39 |
I |
01344304344 |
Monumental |
5.6 |
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2018-10-24 15:49:45 |
O |
01344304344 |
Monumental |
0 |
Details
The data export field populates the inbound (I) and outbound (O) legs in interaction scenarios as illustrated below. See also, Communication Legs.
Voice Interactions
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External |
storm |
storm user |
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EXTERNAL INCOMING CALL (2 legs) |
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OUTGOING CALL initiated from the agent desktop (DTA) (1st leg) |
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Initial called party leg (2nd leg) |
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For the script defined in a live-agent OUTBOUND campaign For a call resulting from an Outbound Call action cell, this is always 0 |
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TRANSFER of an INCOMING or OUTGOING CALL Transfer leg (3rd and subsequent legs) |
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Text Interactions
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External |
storm |
storm user |
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INCOMING SMS TEXT |
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OUTGOING SMS TEXT Agent-initiated or reply |
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OUTGOING SMS TEXT From 'SMS' action cell in FLOW |
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INCOMING EMAIL |
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Initiate Reply Forward Followed Up |
OUTGOING EMAIL or ACTION on INCOMING EMAIL |
Ignore Delete Requeue Complete Follow Up Followed Up |
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OUTGOING EMAIL FROM SCRIPT From 'Send Email' action cell in FLOW |
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WEB CHAT |
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INCOMING SOCIAL MEDIA MESSAGE |
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SOCIAL MEDIA MESSAGE REPLY |
Filter
Filter by using any of the following relational operators on your chosen value(s):
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Equal to |
Greater than |
Less than |
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Not equal to |
Greater than or equal to |
Less than or equal to |