B
Ben .
Currently, all incoming IVR calls are being marked as “Completed”... even when the call was missed, dropped, sent to voicemail, or not connected. This creates major data integrity issues and breaks workflow automation logic that relies on accurate call statuses.
Why It Matters:
  • Automations cannot distinguish between answered vs missed or voicemail vs dropped calls.
  • Reporting becomes unreliable since every IVR call falsely appears successful.
  • It prevents accurate follow-ups and undermines performance tracking for call teams.
Suggested Fix:
Update the IVR logic so the system correctly reflects the actual call outcome, just like standard inbound calls do. Ideally, IVR calls should carry statuses such as:
  • Connected / Answered
  • Missed
  • Voicemail
  • Failed / Dropped
Accurate call status tracking would enable meaningful automation triggers, reporting, and analytics — critical for both support and sales teams.