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 Explore and clicking the Reports icon. In the Reports library, click New report, then select 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 tags added based on IVR keypresses and apply them. Finally, add 'Call completion status' in the Rows panel to complete your report. This will generate a bar chart showing the ticket tags added by IVR keypresses, allowing you to filter results by call completion status.
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….
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…
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…
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…