BT CLOUD: IVR Key Presses (Analytics)
BT CLOUD: Be able to see what IVR key presses are being pressed on Analytics>Performance Report.
4
votes
anthony
shared this idea
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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.