IVR Call - User Reporting
S
Sophia Yanga
Not able to track which user answered the call if the call was made through IVR. I have multiple users answering calls through the IVR and would like to be able to track answer rates!
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T
Tayla Cameron
If this helps, you can actually use the custom reports tool and add widgets. For example, if you add the widget for Incoming Calls by Status, you can then filter the group by "Call Answered By". The initial report shows you the total, but if you click on it, it gives you a table of all the contacts, calls answered, who placed the call, who answered the call, etc.