I am having some reporting gaps that could easily be solved if Zendesk Talk could report on which IVR option was selected.
For example, we have an IVR tree that says:
Press 1 for getting started assistance
Press 2 for technical support
Press 3 for returns
Press 4 for Spanish
These options then route to an external number, which I thought would have been tracked on Call Leg Forwarded To attribute, but that only shows the phone number the call was sent to if the agent is not answering through their browser.
So in my ideal report, it would be broken down accordingly:
Phone number dialed by customer # of calls
IVR option 1 15
IVR option 2 57
IVR option 3 20
IVR option 4 7
Does this make sense? This is a high priority for my company so we can manage our resources appropriately.
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