This report measures the summary of calls that were disconnected by the customers in the IVR stage of a contact center, specifically for inbound calls.
It helps to understand the rate at which customers are not proceeding with their call and abandoning the IVR process.
IVR designers, IT teams and CX teams will find this report useful as if the drop percentage is high then it may not be customer friendly and needs to be reconfigured.
Instructions on how to generate it are available by clicking here.
Updated 2 months ago