Can agents see which option a caller has selected in the IVR menu?

Question

Can agents see which option a caller has selected in the IVR menu?

Answer 

When an incoming call is presented to an agent, they are able to see the group that the call has been routed to based on the selection made by the caller in the IVR menu.

For more information on routing incoming calls with IVR, see Routing incoming calls with IVR.