Track / Tag IVR options chosen by caller

27 Kommentare

  • Caroline Kello
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    Hi Raphael,

    This is great to hear as we're currently discussing internally about exposing the IVR path/hops a caller has taken before arriving at their final destination (be it voicemail, a group, abandoned etc). Could you explain to me what kind of actions you'd take based on this information? Where would you want the information exposed, just in the ticket comment? What if the caller abandoned after navigating through your IVR. A little bit more around your use case as well would be excellent :) 

    Thanks for reaching out.

    Cheers, Caroline

    0
  • Jordan Michaels
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    We need this too! Would love to be able to get the information per call / ticket.

    Ideally want to know how many total calls, how many are answered, and of answered calls, which IVR options are they coming in through. Would be helpful to know about when people abandon calls, which IVR menu they're in as well.

    This is much needed!

    Happy to talk more about this Caroline.

    3
  • Caroline Kello
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    Hi Jordan,

    Awesome, I'll to take you up on this offer to chat! I'll create a ticket for us to communicate. See you there. 

    Caroline

    1
  • Msmith
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    It would be very beneficial for us to be able to report on what options our customers are choosing in the IVR and the frequency each option is being used.  Jordan's response above is exactly what we would be looking for.  

     

    Thanks, Michael

    3
  • Sofia Levin
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    Is there any update on this? This is something my team would really like as well.

    3
  • Carl
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    Has there been any progress on this? This would be great for my team as we need to know where our current volume is coming from.

    2
  • Bram Vandeperre
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    It'd be useful to see queues for groups instead of a per-number based queue, and also be able to see which option the caller selected to be routed to this group. A +1 for this feature request!

    2
  • Sebastiaan Wijchers
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    Is there any progress on this subject? In our case many IVR options route to the same group(s), but we'd really like to be able to report which branches people have followed.

    I think the implementation can be relatively light, when we get the ability to add tags to a ticket based on the chosen options. So for every branch you can optionally configure a tag that should be added to the ticket. So when an IVR is three branches deep, you can get up to three tags.

    Of course there are a lot of considerations again, especially when your IVR is configured that a caller can jump back and forth (so should tags be 'unset' when a caller returns to the main menu and chooses a different branch). Or like Caroline mentioned, how to handle abandoned calls, especially when you don't create tickets for those, but still want to do reporting.

    3
  • Sarah Rosenzweig
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    Ditto over here -- we're looking on reporting by IVR option selected. Would be great to have it to drill down within each of the IVR categories as well.

    1
  • Micah Yee
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    + 1000 here, Our analytics team would love to have visibility on this data.  

    1
  • Tanya Schatzman
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    Another vote, here. If you need any more use cases, I'm happy to chat. 

    3
  • Frank Wittkampf
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    This is an absolutely foundational feature. Please add it. How are you supposed to optimize your responses if you don't know which paths are most followed / effective? 

    5
  • Mark Wiles
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    Yes, let me please add my vote here.  I was looking today for this report in Explore, but still have not found a way to see what options users are pressing in my IVR.  I would like to see how many chose #1, #2, etc. preferably without having to create  tags.  Thanks!

     

    2
  • Admin
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    We would also really like this feature! Very keen on hearing what progress has been made so far to implement this :)

    2
  • Biscuit
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    +1 on this feature.

    2
  • Natalie
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    +1 This would be insightful for reporting purposes. 

    1
  • Mike Koger
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    +1 

     

    Would love to be able to get more granular with the IVR reporting.  

    0
  • Heather R
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    Don't forget to upvote this request on the top left! 

    1
  • Joshua Miller
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    Another upvote!! +1 This would be fantastic information to have, we really need it.

    1
  • Tom Kirby
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    HI Guys,

     

    Are we any further along with this? It seems like something that should be fairly easy to implement

    1
  • Jesper
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    Hi! Just want to emphasize my upvote. We are having the exact same issues Raphael mentioned, having to create a load of groups in order trigger actions for categorizing and such, based on IVR-choices.

    Bram's point is also of considerable interest to us, being able group live queues by group/IVR-choice. When using an IVR, total queue or grouping by number is almost pointless.

    1
  • Tom Horn
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    Any progress on this one?

    0
  • Justin
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    +1

    0
  • Jarrayd Apelt
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    +1

    0
  • Nikita Martynov
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    Hi! I think it would be great if you can put some kind of marks on the tickets. For example, if I have 2 lines for sales and support I can add the colour to the ticket. This green ticket is for sales and the blue ticket is for support. Maybe with these options, we could have more control of the tickets. 

     

    Regards.

     

    Nikita Martynov

    1
  • Oliver Tietze
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    +1 - its ESSENTIAL!

    Caroline's first comment was appreciably optimistic, but it seems nothing had been done to address this issue?

    For us we basically have 2 Agent groups (Level 1, Level 2) but we plan to establish an IVR with at least 3 options and maybe 2 sub-options.

    That'd be all fully useless if "IVR group forwarded to" is the only information which is kept in the ticket.

    Also, the Agents need to see what the customer selected. This also seems to be not possible right now?

     

    Honestly, this keeps us away from setting up an IVR, because it has to be beneficial (data-wise) to justify the customer's hassle to dig throught the voice menus.

    Please!

     

    Best regards,

    Oliver

    0
  • Mark Stoodley
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    The ability to track what options a customer has chosen via IVR in Zendesk Talk would be great functionality to have.

    0

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