Explore recipe: Reporting on IVR destination group

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3 Comments

  • Joshua Bentley

    This was incredibly helpful. Thank you!

    When I did the report under Creating The Query I have an IVR destination that is blank. How do I find out what this is?

    Thanks for the help!

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  • Brett Bowser
    Zendesk Community Team

    Hey Joshua,

    It looks like the blank (null) destination is where users will call into your IVR menu but hang up before selecting an IVR destination. For example, if a customer called into your IVR system but then sat on the line without making a selection, when they eventually hang up or let the call drop, those calls would have a destination of NULL.

    Let me now if you have any other questions!

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  • Joshua Bentley

    Thanks, Brett Bowser! Your explanation makes sense except in the case of Completed calls. How is the destination null and yet complete?

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