Null IVR Destination with Completed Status in Zendesk
How can a call have a null IVR destination but still be completed?
A call can have a null IVR destination and still be marked as completed due to various scenarios.
The 'Completed' status usually means the call was successful, connecting the end user with an agent, voicemail, or an external number. However, a null IVR destination can occur with outbound calls or inbound calls that didn't go through an IVR menu. For example, calls routed directly to a group without an IVR will have a null destination. To focus on IVR-specific calls, filter your report to include only inbound calls through configured IVRs.
More related questions
How do I create a report on IVR destination groups in Zendesk Explore?
Creating a report on IVR destination groups in Zendesk Explore is a straightforward process. To get started, you'll need Zendesk Explore Professional or Enterprise, Zendesk Talk Professional or Enterprise, and Editor or Admin permissions. Begin by…
What do I need to create an IVR destination group report in Zendesk?
To create an IVR destination group report in Zendesk, you'll need a few things. First, ensure you have Zendesk Explore Professional or Enterprise and Zendesk Talk Professional or Enterprise. You'll also need Editor or Admin permissions to access…
How can I enhance my IVR destination group report in Zendesk Explore?
Enhancing your IVR destination group report in Zendesk Explore can make it more insightful. One way to do this is by changing the visualization type. In the report builder, click the visualization type icon and select 'Column' from the list. Then,…
Why is there a blank IVR destination in my Zendesk report?
A blank (null) IVR destination in your Zendesk report can occur for a few reasons. Typically, it happens when users call into your IVR menu but hang up before selecting a destination. For instance, if a customer calls and doesn't make a selection,…
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