Explore recipe: Reporting on IVR destination group

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5 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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  • Joshua Bentley

    Hi, Brett Bowser - following up on this. Any ideas?

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  • Nhia Lor
    Zendesk team member

    Hi Joshua; the "Call Completion Status" value "Completed" normally indicates that the call was successful and the end user was connected with the agent or the call was directed to voicemail or forwarded to an external number.

    Looking some example data on my own test account I can see that in the case of a null IVR destination value it also currently includes other call types such out outbound calls and inbound calls that did not route through an IVR menu. For example if a call came through on a number that did not route directly through to an IVR and was routed to a group instead. On these particular calls it is still assigned a null value for the Call IVR Destination attribute.

    Therefore if your wanting to report specifically for inbound calls via the IVR only it might be worthwhile to filter your results specifically to inbound calls only and calls received on phone numbers that you have configured IVRs for.

    Hope that helps to clarify things a little further!

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