Subject
Applies to: Admin/Branch Manager
Purpose: Knowing if an inbound IVR call was answered
Location in Ricochet: Reports > Call History
Description
The instructions in this article require Branch Manager permission or above
This article explains how to check if an inbound IVR call was answered or not in the call history report.
Resolution
To determine if an Inbound IVR call was answered by an Agent, look at the call's User column. If the Inbound IVR call has a user name in the column, the call was answered by an Agent. If it is blank, no user picked up the call. Non-Administrators do not have the access to follow these instructions and should request support from their company admin or open a ticket.
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