How do you know if your high-intent calls are being answered? What strategies have you employed to make sure those calls don’t go unanswered or get held up in your IVR?
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We have created custom dashboards with signals and smart alerts to provide marketers the view they need to monitor campaign performance. We leverage signals and smart alerts to give us views/notices if callers are on hold and how long or if their calls are going unanswered. We also have signals to monitor if IVR traffic is moving as designed or if there are changes to IVR language we need to make. We also depend on After Hour signals to monitor how our callers/call centers are performing.