How To Report IVR Menu Selections from Database

SAP Contact Center Configurations

1. Set Statistics settings to activate reporting for Menu IVR

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

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

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

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]