Hello, is there a report or an easy way to determine how many callback calls versus manual outbound calls an agent has made?
Hi @Stnguy, welcome to the community.
Currently there is no simple way to view and compare automated vs manual callbacks, but it is on the teams backlog already for a future update. I do not have any ETA for when it might be added. Interaction Details will give you an close approximation of how long a call spends in the IVR.
Is there a way I can see how long a call spends in the IVR option segment?
