Servicelevel and IVR

[Benighted]

How do I set up the call flow if I want to eliminate time in the IVR on the reports?
Calls hit the Meridian, goes into IVR and then are sent back to the M1 and Symp.

 

[mte0910]

When you say IVR, you mean you have a 3rd party IVR, right?

In my shop, I have a skillset called IVR. Calls come into PBX/Symposium, get skillset routed to IVR, then, the IVR transfers the caller to a Symposium acquired CDN. Symposium then routes the caller to an agent.
I can track IVR time vs. agent skillset time, or either individually.

 

[Benighted]

We have some skillsets that have an initial menu which prompts the user to go into the IVR or to an agent. What happens is that the servicelevel is more poor on these skillsets since the time the user uses in the menu is incorporated in the total answer time. What I want to do is to remove the time the user uses in the IVR menu so that the servicelevel is calculated the same way as on skillsets without an initial IVR greeting. I thought this was possible to do within Symposium.

 

[lretrievers]

You can't remove the time spent going through the IVR from a total answer time, after all, the customer was on the phone for that length of time. What you can do is create a different thresh hold for those skillsets and include the time spent in the IVR on those thresh holds.

 

[mte0910]

Another option is to bring your caller in on CDN 1, route them to the IVR for menuing, then based on their selection, transfer them to CDN 2 for skillset routing. This way, reporting for CDN 1 speaks to the callers time spent getting menu/messages, while reporting for CDN 2 speaks to the actual time the caller spends waiting for an agent.

 

[Benighted]

Both alternatives are interesting options.
When it comes to creating a different threshold; I guess this is something you would do under Skillset Threshold classes and change the pegging Service level threshold. today the maximum amount of time the customer can spend in the IVR is 15 seconds and I see that this threshold has 15 secs today. How do I include the time spent in IVR? increase this threshold to 30 secs? Sorry... I'm new to this bit. Thanks for your answers so far.

 

[lretrievers]

I would probably changed the threshholds on the application in addition to the skillset; change the threshholds that are applied to those skillsets and applications or you can create a newone.

If you can find out how much time is spent listening to the announcements, just add this time to the time by 30 secs or however much time you need. It will not effect the reports as to how much time is being spent answering a call, but it will effect the service level.