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Maximum Time in IVR

Definition

For the contact center - The longest time callers spent working contiguously with the voice application during the monitored period.

For a service - The longest time a caller associated with the selected service spent working contiguously with the voice application during the monitored period.

This statistic includes interactions derived from transfers.

Calculation

When an interaction changes from the Data Collection state to any other state, compares the longest amount of time the interaction spent contiguously in the Data Collection state with current value of Maximum time in IVR statistic for the entire contact center.

•If the sum is more than the current value, Ivanti Voice changes the value of the statistic to the sum.

•If the sum is less than the current value, Ivanti Voice does not change the value of the statistic.

If the interaction is associated with a service, Ivanti Voice also compares the longest amount of time the interaction spent contiguously in the Data Collection state with current value of Maximum time in IVR statistic for the associated service.

•If the sum is more than the current value, Ivanti Voice changes the value of the statistic to the sum.

•If the sum is less than the current value, Ivanti Voice does not change the value of the statistic.

Ivanti Voice treats individually each instance of an interaction being in the Data Collection state; Ivanti Voice does not sum up the individual Data Collection states for a single interaction.