An Interactive Voice Response (IVR) is an automated telephony system that allows callers to interact with pre-recorded voice prompts and use their telephone keypad or voice recognition to navigate through various options or access specific information. Consequentially, an IVR hit refers to a call that successfully reaches and engages with an IVR system BUT is not terminated to the available queue.
This report gives you a list of IVR hits assigned to the currently logged in agent with the ability to call the caller back and conclude the discussion via the Click to Call feature.
Furthermore, you get the following capabilities:
- Play call recording – If the scheduled call back has a status CALLED_BACK, you may play the audio recording related to the call. If the recording is not available, No Audio text will be displayed.
- Click to Call – You can conveniently initiate a call to the caller by clicking on the Click to Call button to launch the web dialer.
- Other call details – E.g., timestamps and call status.