Recent searches


No recent searches

Explore recipe: Reporting on IVR destination group



image avatar

Eric Gao

Zendesk Customer Care

Edited Jun 21, 2024


1

5

5 comments

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!

0


image avatar

Brett Bowser

Zendesk Community Manager

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!

1


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

0


Hi, @... - following up on this. Any ideas?

0


image avatar

Nhia Lor

Zendesk Customer Care

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!

0


Please sign in to leave a comment.