In this recipe, you'll create a custom report showing the amount of calls routed to each destination group from your IVR and their corresponding call completion status.
What you'll need
Skill level: Beginner
Time required: 10 mins
- Zendesk Explore Professional or Enterprise
- Zendesk Talk Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Talk call data in Zendesk Support
Creating the report
To create the report
- In Explore, click the reports () icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Talk > Talk - Calls dataset, then click Start report. Explore opens a blank report.
- In the Metrics panel, click Add.
- From the list of metrics, click Calls > Calls, then click Apply.
- In the Rows panel, click Add.
- From the list of attributes, choose Call > Call IVR destination and Call > Call completion status, then click Apply.
The report is now complete. Calls are grouped based on their IVR groups and their overall completion status.
Enhancing your report
In this example, you'll see how changing your report visualization to another type can help to make it easier to understand your results.
To change the visualization to a column chart
- In the report builder, click visualization type ().
From the list of visualizations, choose Column.
In the Rows panel, drag-and-drop the Call IVR destination group attribute to the Columns panel. Keep the Call completion status attribute in the Rows panel.
- In the chart configuration menu, click Chart.
- On the Chart page, select Stacked.
This will combine the different call completion statuses into a single column for each IVR group.
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!
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!
Thanks, @...! Your explanation makes sense except in the case of Completed calls. How is the destination null and yet complete?
Hi, @... - following up on this. Any ideas?
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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