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IVR Reporting

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Richard McCauley

Gepostet 12. Feb. 2024

I've seen numerous articles about reporting on IVR usage by destination, and about tagging keypresses so these are surfaced on tickets.

I'm looking for something way simpler.

I merely want a report that shows the traffic flow through the IVR, by showing keypresses at each branch. It is the most basic view I can think of, and yet I've been inept at finding the solution. All help appreciated.

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    Brandon Tidd

    Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

    Hey Richard McCauley - 

    This article might point you in the right direction: 
    https://support.zendesk.com/hc/en-us/articles/4408837661978-How-do-I-analyze-and-improve-my-IVR-tree-with-reporting 

    There's also an Explore recipe here: https://support.zendesk.com/hc/en-us/articles/4408827133082-Explore-recipe-Reporting-on-IVR-destination-group

    Hope this helps!

    Brandon

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    Tony

    Zendesk Customer Care

    Hi Ira!
    It seems like Brandon has shared interesting articles. I would suggest you to give them a look!
     
    Best,

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