Reporting on Specific IVR Key Presses in Zendesk
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 reports, allowing you to analyze how often certain key presses are used and make informed decisions about your IVR setup.
More related questions
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…
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…
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…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
