Ability to see option pressed on an IVR

5 Comentários

  • Alex Bullen
    Ações de comentário Permalink

    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.

    0
  • Jessica Province
    Ações de comentário Permalink

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

    0
  • Levi
    Ações de comentário Permalink

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

    0
  • Arno Lindroos
    Ações de comentário Permalink

    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.

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  • Michael Rieder
    Ações de comentário Permalink

    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.

    0

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