Ability to see option pressed on an IVR


  • Alex Bullen

    Yes I would like this. We would like to be able to do analytics on where / how someone travelled through the IVR and how long this has taken.

  • Jessica Province

    This would be huge and very helpful it Zendesk had this capability

  • Levi

    Agreed. This would be a game-changer in analyzing how successful our IVR actually is. 

  • Arno Lindroos

    It could help also the agent responding to a call, if the agent could see this information on the incoming call information, or on the ticket created when call is opened.

    In many cases this might be clear, but for example when answering as a secondary group, agent might be responding to multiple types of issues, and information might be help the agent in the beginning of the call.

    I understand, that this would have good use cases for reporting as well, as mentioned above.

  • Michael Rieder

    We woud really appreciate to track IVR interactions to improve the customer journey in this channel.

    50% of our interactions are on phone. So it is still the most important channel.

  • Jose R.

    A high-profile client of ours is asking for this data.

  • Steve Francis

    Even the ability to run a trigger that matches on IVR options selected would be great. e.g. if a customer says "Press 1 to make this a priority ticket". Right now I can't run a trigger to change the priority based on this...


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