Understanding IVR Keypress Tagging in Zendesk Talk
What is IVR keypress tagging in Zendesk Talk?
IVR keypress tagging is a new feature in Zendesk Talk that allows you to add tags to support tickets based on the keys pressed by callers in the IVR phone tree. This enhancement is designed for accounts using omnichannel routing.
With this feature, you can customize tags at every stage of the phone tree, which can then be used to influence call routing via triggers, generate keypress reports in Explore, and provide agents with more context about the call. This change aims to improve the efficiency and user-friendliness of IVR menus, offering greater flexibility to admins.Learn more.
More related questions
How does IVR keypress tagging benefit Zendesk Talk users?
IVR keypress tagging offers several benefits for Zendesk Talk users, particularly those using omnichannel routing. It allows for more customized and efficient call routing by adding specific tags to support tickets based on caller keypresses. These…
Why did Zendesk introduce IVR keypress tagging?
Zendesk introduced IVR keypress tagging to enhance the experience for Talk accounts using omnichannel routing. This feature addresses the challenge of designing efficient and user-friendly IVR menus. By allowing admins to customize tags at every…
How can I start using IVR keypress tagging in Zendesk Talk?
To start using IVR keypress tagging in Zendesk Talk, you simply need to edit your IVR settings. This feature is automatically rolled out to all Professional and Enterprise accounts using Zendesk Talk and omnichannel routing. By configuring tags for…
Can I use IVR keypress tagging without omnichannel routing?
Currently, IVR keypress tagging is only available for Zendesk Talk accounts using omnichannel routing. This feature leverages the benefits of omnichannel routing, such as using triggers to influence call routing based on tags. If you're not using…
What are some use cases for IVR keypress tagging?
IVR keypress tagging can be used in various scenarios to enhance call handling and reporting. For example, you can tag calls related to specific departments like billing or finance, helping agents quickly identify the nature of a call without…
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