How can I see if an Inbound IVR call was answered on the Call History Report?

Modified on Thu, Apr 30 at 2:26 PM

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

Non-Administrators do not have the access to follow these instructions and should open a ticket.

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.