IVR Reporting on options
Would be good to be able to report on each option within the IVR to know how many times an option is being pressed.
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John commented
Really surprised this doesn't exist yet.
I have a department with an IVR who wants to know why "everybody" ends up in a specific queue. I have a hunch it's because that queue is IVR option 1. But I have no way to sort that out. I would definitely use this feature. -
Brewed Inc. commented
I would like to have an analytics view that shows the Visual IVR tree with how much traffic goes down each path. This will show which IVR menus are most frequently used, and show where possible bottle-necking of customer so we can allocate more resources to those areas, and determine what the most common reason people call our business is, and it can show how much traffic is going down menu options that end up at an external transfer where data can no longer be collected.
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John commented
The IVRs are powerful, but we don't have any idea how well they're working if we cannot determine if options aren't being used, or if users are just pressing 0 once they hear the greeting.
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ER Evac commented
Very good suggestion. We are expanding our IVR options to 2 of our major campuses. It would be great to get IVR press paths reporting option to know how often customers are making certain selections. This way we can tailor our menu to introduce options that are most commonly selected by our customers.