How do I analyze and improve my IVR tree with reporting?

Question

I would like to analyze my IVR tree to learn how many times different branches were used and identify branches that have become obsolete and can be deleted. Can I report on the button a customer presses?

Answer

In Explore, you can report on a number of things about how your customers interact with your IVR tree.

Metrics include:

• Call IVR time (The average time an end-user spent in an interactive voice response (IVR) system)
• IVR transitions (The number of key presses the caller has made in the IVR menu)

Attributes include:

• Call IVR action (The last IVR action the end-user selected) Values are
  • Group
  • Invalid keypress
  • IVR menu
  • Phone number
  • Text back
  • Voicemail
• Call IVR destination ( The last IVR destination of the call, possible values are group names and external phone numbers)

You can also use related metrics and attributes to tease out information. For example, you can look at abandoned inbound calls in conjunction with some of the above attributes to examine wherein the IVR customers are hanging up. You can also use the attributes call completion status, to filter for abandoned in IVR to limit your reports to only show calls abandoned in the IVR. You can also add a tag from specific IVR key presses to each ticket if you use omnichannel routing, and then use these tags to filter your reports.

All of these metrics and attributes can be found in this article: Metrics and attributes for Zendesk Talk.

For an example, IVR report, see this article: Explore recipe: Reporting on IVR destination group.