Need more detailed reports for IVR menus

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  • Updated 1 year ago
Our U.S.-based business (a travel company) has around 40+ digital lines and mainly relies on the RingCentral soft-phone desktop app rather than physical devices. As our call volume continues to grow, it was no longer feasible for one set of receptionists to answer all incoming calls. So we decided to implement an IVR menu to provide our customers with options as to who they need speak with. They are given 4 different options that direct them to both call queues and the dial-by-name directory. As this is a new system that we are trying out, we want to be able to generate reports showing how many callers choose each option within specified periods of time, including whether they choose no option at all and hang up after or during the prompt. At this time, RingCentral does not offer this feature in its "Reports" section. You can click on individual calls to see which queue the caller was connected to, but this is almost useless because we have more than one option that connects to the same call queue. It also doesn't show when callers choose the dial-by-name directory. Having this capability would be very beneficial to our company because we could analyze the data to determine which selections are being made more often, as well as when callers are not making selections at all. This sort of information would influence if we decide to continue using this options-based system or return to our original system of receptionists answering directly if the options system is confusing our customers or causing us to lose business. I am surprised that RingCentral does not already incorporate this feature in Reports because I'm sure many other businesses user IVR menus and would similarly like to have access to this sort of data.
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Meg Giddings

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Posted 2 years ago

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This reply was created from a merged topic originally titled Enable Call Logs to display which key press did the caller select from the IVR Me....

You cannot determine from the call logs which menu selection the caller selected. It would be helpful in diagnosing call problems and volume to know the callers selection. US Ring Central small business with 5 prompts.
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David Clark

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We are in need of this same capability. Please add the ability to create view a report of how many callers perform a certain key press. These kinds of stats are vital to our ability to analyze the effectiveness of and streamline our IVR menu options.
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Dena Campasano

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We would also like this feature.  It would be helpful to know in our call logs if a caller pressed a button or hung up.