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Status Future consideration
Created by Maggie Hill
Created on Mar 9, 2022
Merged idea

This idea has been merged into another idea. To comment or vote on this idea, please visit CUSTCOM-I-1005 Analytics - IVR key presses as a KPI option .

Reporting available based on IVR key press Merged

Either in RingCentral Analytics or the Detailed Call Log, 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.