If you use omnichannel routing, you can automatically apply tags to tickets based on the keys that users press in your IVR menu. See Routing incoming calls with IVR.
In this recipe, you’ll learn how to report on IVR keypresses based on these ticket tags.
What you’ll need
Skill level: Beginner
Time required: 5 minutes
- Zendesk Talk Professional or Enterprise
- Editor or Admin permissions (see Giving users access to Explore)
- Call data in Zendesk Talk
- Omnichannel routing activated (see Turning on omnichannel routing)
Creating 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, then click Start report. The report builder opens.
- In the Metrics panel, click Add and select Inbound calls.
- In the Columns panel, click Add and select Ticket tags.
- Click the Ticket tags attribute you just added, select the tags that are added based on IVR keypresses, and click Apply.
- In the Rows panel, click Add and select Call completion status.
The resulting report is a bar chart showing the ticket tags added by IVR keypresses. Click the call completion statuses to the left of the chart to filter the results to tags added to tickets in each completion status. For example, you can focus on which keypresses correspond with customers abandoning the call.
