Business Need / Context:
We currently have reporting visibility for DTMF (keypad) inputs while a caller is navigating the initial IVR/Workflow. However, once a call enters a queue, any DTMF inputs made by the customer (e.g., pressing a digit to request a callback, change priority, or trigger an automated action) are not captured in any standard, pullable reports.

Currently, our team can only verify queue DTMF inputs by running a manual backend trace on individual calls using internal tools. This is highly inefficient, delays troubleshooting, and limits our ability to track customer behavior and queue performance at scale.

User Persona Impacted:
Contact Center Managers, Quality Assurance Teams, Operations Analysts, and Support Engineers.

Proposed Solution:
Expand our standard interaction and queue reporting capabilities to log and display DTMF digits pressed by customers after the call has exited the IVR and entered a queue. Ideally, this data should be available via:

Interaction Detail Records: A visible field in the call history showing digits pressed during the queue state.

Historical Queue Reports: An aggregate report showing how many callers pressed specific digits while waiting in queue (e.g., to track how many users are opting for callbacks).

Value / Benefits:

Time Savings: Eliminates the need for technical teams to run manual backend traces to verify customer inputs.

Better Insights: Allows business operations to analyze queue exit behaviors and improve the customer experience.

Autonomous Troubleshooting: Empowers supervisors and standard users to audit call flows independently without escalating to engineering.