Report on IVR Selection

4 Commentaires

  • Jarrayd Apelt
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    Hi Susan, How did you go with this, have you been able to come up with an approach that works? I'm in the same boat.... 

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  • Susan Biehl
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    Hi Jarrayd,

    We still have gaps in our reporting for numbers that forward to an external number. I also have found that any calls after hours fall into the (empty value) category since you are not routed through the IVR if the call comes in outside your schedule.

    We simply define these as being Voicemails, Overflow, and other when we create our reports.

    It would be amazing if we could have more defined values, but we will wait until they become available in the future.

    We have also adjusted so not as many items go to an external number as well.

    Hope this helps!

    Susan

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  • Jose Resendiz
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    Same here. We have over 50 lines with IVRs that consist of self-help information. We need to measure how effective adding a self-help menu (IVR) has been. Is there any reporting that can provide this?

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  • Martin Holmes
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    Hi Susan, 

    The `ivr_destination_group_name` and `ivr_routed_to` fields in the Talk incremental API should give you the information you are looking for. 

    https://developer.zendesk.com/rest_api/docs/voice-api/incremental_export

    Martin

     

     

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