Creating IVR Keypress Reports in Zendesk Explore
How do I create a report on IVR keypresses in Zendesk Explore?
Creating a report on IVR keypresses in Zendesk Explore is straightforward. Begin by clicking the Reports icon in Explore, then select New report from the Reports library.
Choose the Talk > Talk - Calls dataset and start the report. Add 'Inbound calls' in the Metrics panel and 'Ticket tags' in the Columns panel. Select the relevant tags added by IVR keypresses and apply them. Finally, add 'Call completion status' in the Rows panel. This setup will provide a bar chart that visualizes the ticket tags added by IVR keypresses, with options to filter by call completion status.
More related questions
How can I report on IVR keypresses using ticket tags in Zendesk?
You can report on IVR keypresses by using ticket tags in Zendesk. To do this, you'll need to have Zendesk Talk Professional or Enterprise, Editor or Admin permissions, call data in Zendesk Talk, and omnichannel routing activated. Start by opening…
What are the prerequisites for reporting on IVR keypresses in Zendesk?
Before you can report on IVR keypresses in Zendesk, there are a few prerequisites you need to meet. You'll need Zendesk Talk Professional or Enterprise, Editor or Admin permissions, call data in Zendesk Talk, and omnichannel routing activated….
What can I learn from the IVR keypress report in Zendesk?
The IVR keypress report in Zendesk provides valuable insights into customer interactions. By analyzing the ticket tags added by IVR keypresses, you can understand which keypresses are most common and how they correlate with call outcomes. The…
How can I filter IVR keypress report results by call completion status?
Filtering IVR keypress report results by call completion status in Zendesk is easy. Once you've created your report, you'll see a bar chart displaying ticket tags added by IVR keypresses. To filter the results, simply click on the call completion…
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