Requested Departments Report

The Requested Departments Report displays a summary of departments that were requested during Voca sessions and the transfer results.

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To generate a Requested Departments report:

Open the Requested Departments page (Reports > IVR Reports > Requested Departments); the following appears.

Select the appropriate filter fields:

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Date From: Defines this report for a specific date/time range.

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Date To: Defines this report for a specific date/time range.

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Menu: Defines information that is related to specific menu or “Any’.

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Timezone Display Mode: Defines this report in different time zone. The time zone of calls can be one of the following options:

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Tenant time zone: Defines the information in this report based on the tenant configured time zone.

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Flow time zone: Defines the information in this report based on the time zone configured under the Telephony Setting settings.

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Local time zone (Web): Defines the information in this report on the browser local time zone.

The following is a description of the report fields.

Report Column	Description
Calls	Defines the number of calls made to the Department.
Transfer	Defines the number of calls that were transferred to the Department.
Disconnected	Defines the number of Department calls that were disconnected.
Operator	Defines the number of Department calls that were transferred to the operator.
Operator Request	Defines the number of Department calls that were requested to be transferred to the operator.
Operator DTMF	Defines the number of Department calls that used the Operator DTMF.
Transfer Failed	Defines the number of Department calls that the transfer failed.
Not at Working Hours	Defines the number of Department calls made outside of working hours.
Miscellaneous	Defines the number of Department calls that come under other categories.

Click Generate to generate the report; click Export CSV to export the report in CSV format.