Question
I want to report on which keypresses were made in the IVR. What are my options for reporting on the IVR paths that customers take? Can I add this information directly to a Talk ticket for an agent to see?
Answer
The easiest way to report on IVR activity is in Explore. You can also add a tag from specific IVR key presses to each ticket if you use omnichannel routing.
Prerequisites
- You must have editor or admin access in Explore.
- You must have a Talk Professional plan or higher. If you need to confirm your plan level, contact the owner of your account and have them view the plan subscription.
To create an Explore report on your IVR usage, use the metrics within these articles:
- How do I analyze and improve my IVR tree with reporting?
- Explore recipe: Reporting on IVR destination group
Video walkthrough
For an example of how to build an IVR report in Explore, see the video:
If you're new to reporting on call activity in Explore, see this article: Metrics and attributes for Zendesk Talk.