Average Time in IVR

Definition

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

For a service - The average time callers associated with the selected service spent working 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, Ivanti Voice performs the following equations.

For the contact center:

For the service associated with the interaction: