Requested Contacts Report

The Requested Contacts Report Displays a summary of contacts that were requested during Voca sessions and the transfer results.

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To generate a Requested Contacts report:

Open the Requested Contacts page (Reports > IVR Reports > Requested Contacts); 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 related to specific menu or “Any’.

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Timezone Display Mode: Defines this report in different time zones. 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 Contact.
Transfer Extension	Defines the number of calls that were transferred to the Customer's extension.
Transfer Mobile	Defines the number of calls that were transferred to the Customer's mobile.
Disconnected	Defines the number of calls that were disconnected.
Operator	Defines the number of calls that were transferred to the operator.
Operator Request	Defines the number of calls that were requested to be transferred to the operator.
Operator DTMF	Defines the number of calls that used the Operator DTMF.
Transfer Failed	Defines the number of calls that the transfer failed.
Not at Working Hours	Defines the number of calls made outside of working hours.
Miscellaneous	Defines the number of calls that do not come under other dispositions in this report.

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