Analytics report for IVR key presses
Hello, i would like to request an analytics report that will show me what the caller pressed when calling our 800 # IVR. For example we have our 800# and callers get an option for English press1 and Spanish press2 after pressing that option they get another menu with four options 1 - Schedule information 2- Sales 3- ADA 4 - Complaints. I need a report that will tell me what option each customer pressed for the day/month etc.
Avit
shared this idea
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Arnaldo
commented
The customer would like to have a report that will show which prompt is selected from the IVR (from RingCX to the Ring EX).
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Nathan
commented
We desperately need this! Should be data that is available.
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Samara
commented
YES, very much needed
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Maryjane Pacheco
commented
It would be nice to see how the calls came through the IVR (not just by the group called). For example, it could be a column in the call log for Key Pressed to see volume and call traffic based on our IVR prompts. This would be helpful for us as we want to have specific key presses for our callers but several of the prompts can be sent to the same group so the volume can't be solely based on the group. This would help managers know what prompts are turning into volume for the group and how calls need to be routed in the future.
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anthony
commented
BT CLOUD: Be able to see what IVR key presses are being pressed on Analytics>Performance Report.