IVR Port
Catalog row in Vendor License Metrics · Cited
- Unit
- Other
- Aliases
- IVR ports; IVR Port
- Definition
- IVR ports are used when contacts interact with the system's menus and prompts, whether doing self-service or navigating to be routed to an agent for assistance. They are counted as simultaneous connections within one minute.
- Counting rules
- IVR ports are used when contacts interact with the system's menus and prompts. They are counted as simultaneous connections within one minute. Contacts waiting in queue do not occupy an IVR port. The Flex offer currently bundles 2 IVR ports with each agent license; customers can also purchase additional IVR ports independent of agent licenses. Voice entitlement = 3× assigned agent licenses (agent + 2 IVR paths). 2-per-agent is a ratio, still ingest IVR Port as named extra-ports purchase.
- Floors / minimums
- Flex bundles 2 IVR ports per agent (ratio on the agent row). Extra ports purchasable.
- Related metrics