Ability to see option pressed on an IVR

12 Comments

  • 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.

    1
  • Jessica Province

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

    1
  • Levi

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

    1
  • Arno (EMEA Partner)

    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.

    1
  • 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.

    1
  • Jose R.

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

    1
  • 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...

    3
  • FoE Customer Support Admin

    Our situation truly needs this feature as part of our business model we transfer daily a great number of calls to outside numbers that do not have the ability to use Zendesk.

    3
  • Steph A

    This would be very valuable indeed, what seems like a fairly intuitive IVR can actually results in a lot of frustration for some customers.

    1
  • Dana Martell

    +1 this feature is a must have to track the success of our phone line IVR and forecast call volume shifts as we make changes to our menu 

    1
  • Leonardo Jesus

    How is it not possible? What's the point of having a complex IRV system if we can know every option the user chooses? This is very past due.

    1
  • Lawrence Dye

    IVR routing and priority lines are great for CX, but our agents are still left blind as to where that call is coming from and that can immediately become bad CX.

    A customer calls and selects issue X, then still has to explain to the agent that they are calling about issue X. They are left wondering (or asking outright) why there is a prompt if they have to explain it anyway.

    0

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