Recent searches
No recent searches
How to can I identify from what IVR route a Talk call originates?
Planned
Posted Jul 19, 2023
I spoke with Jan De Guzman who directed me to post here, who said:
'There's currently no native way to identify the call IVR path or origin in the created ticket from the calls. I'm afraid this appears to be a current limitation in Zendesk Talk.'
What I want to know, is whether we can set up a system that identifies the exact options selected during the IVR Routing, before a Talk call is made into a ticket (i.e. live call OR ticket made by leaving a voicemail message). I had suggested some form of trigger which can add a unique tag but this wasn't possible currently.
We want to use a method like the above or something better, to identify the route taken in IVR to reach the ticket stage. A feature such as this would benefit our team to know how well the IVR routing works - i.e. did the call go to the right department?
'There's currently no native way to identify the call IVR path or origin in the created ticket from the calls. I'm afraid this appears to be a current limitation in Zendesk Talk.'
What I want to know, is whether we can set up a system that identifies the exact options selected during the IVR Routing, before a Talk call is made into a ticket (i.e. live call OR ticket made by leaving a voicemail message). I had suggested some form of trigger which can add a unique tag but this wasn't possible currently.
We want to use a method like the above or something better, to identify the route taken in IVR to reach the ticket stage. A feature such as this would benefit our team to know how well the IVR routing works - i.e. did the call go to the right department?
2
3
3 comments
Official
Rohan Gupta
Hi Rina,
Thanks for the feedback! We are thinking in the same direction for improvement of the IVR experience.
We are soon (planned for this year) adding a capability to tag IVR keypresses with configured tags, giving ability to influence routing (priority, skills and group) and get better reporting for the IVR keys pressed by the caller (tags on tickets, and run triggers).
Here are the details. Please follow the post for updates.
Thanks
Rohan
0
Rina
Rohan Gupta Thanks for this update. For those of us who do not use Omni-channel routing, what options do we have?
0
Sean Chuang
Hi,
Hope you are well. We encourage you to consider moving to Omnichannel because routing improvements will continue to come via that feature. See here for more info.
p.s., it's free.
0