I’m trying to figure out our average volume for callers coming into a queue via an IVR option. right now a caller can reach our customer service queue from a toll free number directly going to the queue, they can also reach the queue by calling a separate number which goes to an IVR and choosing option 2.
I’m hoping there is something in the call log that I can grep for to see how often calls come in on the IVR and not the direct inbound route.
This module will give you call count by “extension” between user specified time periods. For this module, I know that ring groups count as an extension, so I suspect that it can count queue calls as well, but not 100% sure on that one.
I’m going to have option 2 ring queue 3201, it will have no users and a failover destination of 3200. calls come into the IVR press option 2, the caller is in 3201 which gets logged and then rolls over to 3200 after 5 seconds. I can check the queue log for 3201 and get an accurate number. Not the best way I’m sure but I think it will work for this at least.