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SAP Contact Center Configurations

1. Set Statistics settings to activate reporting for Menu IVR

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2. Set the “Expression for Question in Reporting” values for Menu items in Custom IVR’s.

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3. Set the “Expression for Answer Option in Reporting” values for menu options.

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4. Set the “Expression for Answer Option in Reporting” value for nomatch situation.

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5. Test your IVR with test calls.

6. Select the IVR menu selections from Monitoring_History database with the following SQL script:


SELECT TOP 1000 [GUID]
      ,[QueueGUID]
      ,[ContactGUID]
      ,[ContactType]
      ,[ScriptName]
      ,[Question]
      ,[Answer]
      ,[Answer2]
      ,[CreationTime]
  FROM [ACME_Monitoring_History].[dbo].[TAContactStatistics]

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