Analyzing IVR Tree Usage in Zendesk
How can I analyze my IVR tree usage in Zendesk?
You can analyze your IVR tree usage in Zendesk using Explore. Explore provides metrics and attributes that help you understand how customers interact with your IVR system.
Metrics include the average time spent in the IVR and the number of key presses made. Attributes like the last IVR action selected and the last IVR destination can help you identify which branches are frequently used or have become obsolete. You can also filter reports to show calls abandoned in the IVR, helping you pinpoint where customers might be dropping off. For more details, check out theoriginal article.
More related questions
What metrics are available for IVR reporting in Zendesk?
Zendesk provides several metrics for IVR reporting that help you understand customer interactions. Key metrics include 'Call IVR time', which measures the average time a user spends in the IVR system, and 'IVR transitions', which counts the number…
How can I identify obsolete IVR branches in Zendesk?
To identify obsolete IVR branches in Zendesk, use Explore to analyze the frequency of branch usage. By examining metrics like 'IVR transitions' and attributes such as 'Call IVR action', you can determine which branches are rarely used. This…
Can I report on specific IVR key presses in Zendesk?
Yes, you can report on specific IVR key presses in Zendesk by tagging tickets with key press information. If you use omnichannel routing, you can add tags from specific IVR key presses to each ticket. These tags can then be used to filter your…
How do I report on calls directed to an external number in Zendesk?
To report on calls directed to an external number in Zendesk, use the 'Call IVR destination' attribute in Explore. This attribute allows you to see how many times calls are routed to an external number from within the IVR. By filtering your reports…
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