Alternatively, if your question is more about tracking callers that choose to talk to a call center agent out of the IVR but hang up before reaching an agent, that type of tracking gets a bit tricky. It depends on whether the IVR is still in control of the call or whether the call has gone to an automatic call distributor (ACD) queue. If the call is out of the IVR and into a queue, you will rely on your ACD reporting software for any such tracking.
Editor's note: Take the call center IVR system quiz.
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