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Number of Disconnected in IVR Interactions

Definition

For the contact center - The number of times during the monitored period that callers hung up while working with the voice application.

For a service - The number of times during the monitored period that callers associated with the selected service hung up while working with the voice application.

This statistic includes interactions derived from transfers.

Calculation

When an interaction changes from the Data Collection state to the Completed state, Ivanti Voice increments the value of this statistic for both the entire contact center and the service associated with the interaction.