Hi,
When a caller navigates an IVR and reaches an agent, the agent currently has no way to know what the caller selected other than the specific queue information.
For example: a caller presses 2 for Support, then presses 3 for Product C — the agent who is part of the support queue answers the call with no context about the product the caller selected.
The suggested workaround — create a separate queue per IVR option — is not acceptable because splitting one support queue into multiple sub-queues (one per product) makes it very difficult for supervisors to monitor the overall load, track agent activity, and manage the team. A supervisor looking at fragmented queues cannot get a clear picture of what is happening.
Feature request:
Please show the agent the caller's IVR path at the time of answering — both in the PhoneBridge (built-in dialer) and the ZDialer widget.
This should work even when multiple IVR options route to the same queue, so teams can keep a single unified queue while agents still have the context they need.
Regards,
Ram