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• 5.3

Contents

Self-Service Provided

The Self-Service Provided scenario block tells reporting that a self-service function was used by the caller during the call. Placing this block in the scenario marks the interaction as successfully served by the interactive voice response (IVR) portion of the voice scenario or automated forms of the chat scenario. The Self-Service indicator is stored in the call detailed records and can be used in reports to distinguish the calls successfully that were served by an IVR from the calls that were simply abandoned by callers at that stage of processing.


Scenario Builder Self-Service Provided scenario block


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