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.
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.
3 Comments
Would be great to know which IVR option was selected, rather than just the end destination. We have multiple IVR options we use to try and separate request types which I'd like to report on (i.e, 3 options, two go to the same team, one to an external number).
We have quite an extensive IVR selection and one of which goes to an external number. We are needing to see how many times they go to that external number. If volume is low, then we can retire it. We can't see on the external end because the number is also publicly listed and can be dialed directly.
We need the ability to see how many times the external number is directed to from within the IVR
You can report on this in Explore with the attribute Call IVR destination. This will return the group or external number of the IVR route. Here is a relevant Explore recipe, but instead of destination group, you can filter using the destination number. Full details here: Explore recipe: Reporting on IVR destination group. Hope that helps!
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