Updated on 2024-10-12 GMT+08:00

Viewing Contact Records

A tenant administrator can search for or export contact records of the current tenant space to learn about the working status of agents.

Prerequisites

To display contact record fields that are not displayed by default after the tenant is created, configure them by referring to Configuring Contact Record Data Items.

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Contact History > Contact.
  2. Set search criteria to search for contact records based on the criteria.

    Figure 1 Contact page

    Table 1 GUI elements on the Contact page

    Element

    Type

    Description

    1 Day

    Drop-down list and calendar component

    Time when a contact record is generated. Search criterion.

    The options are as follows:

    • 1 Day
    • 3 Days
    • 7 Days
    • Customization

    Default value: 1 Day

    NOTE:

    The maximum time span for searching for contact records is determined by the Time Span for Contact Record Query parameter.

    Contact number

    Text box

    Calling number, called number, or handled number. Search criterion.

    This parameter is used for exact search. Only contact records whose numbers are the same as the entered number are displayed.

    Organization Unit

    Drop-down list

    OU. Search criterion.

    OUs are classified into Unorganized and organized OUs.

    You can filter organized OUs by keyword.

    You can click to delete the selected OU.

    More

    Button

    Expand advanced search criteria.

    Button

    Search for data based on search criteria again and refresh data on the page.

    Button

    Create an export task.

    NOTE:

    Whether this button is displayed is determined by the Contact Record Export permission. Agents without this permission cannot export contact records. By default, a tenant administrator has this permission.

    Button

    View export tasks.

    NOTE:

    Whether this button is displayed is determined by the Contact Record Export permission. Agents without this permission cannot view export tasks. By default, a tenant administrator has this permission.

    Call Type

    Drop-down list

    Call type. Search criterion.

    The options are as follows:

    • Outgoing Call
    • Incoming Call
    • Predicted outbound call
    • Preview outgoing call
    • Preempted outbound call
    • ITA bidirectional call
    • Fixed Outbound Call
    • Double call
    • Collaborative call
    • Click-to-dial
    • Intelligent Robot Outbound Call

    Media Type

    Drop-down list

    Media type. Search criterion.

    The options are as follows:

    • Voice
    • Video
    • Multimedia

    Skill Queue

    Drop-down list

    Skill queue. Search criterion.

    Satisfaction evaluation

    Drop-down list

    Satisfaction level. Search criterion.

    The options are as follows:

    • Very dissatisfied
    • Dissatisfied
    • General
    • Satisfied
    • Very satisfied
    • Not evaluated
    • Evaluation failed
    NOTE:

    Satisfaction levels can be customized. For details, see Configuring Satisfaction Surveys.

    Call Reason Set or Not

    Drop-down list

    Whether the call reason is set. Search criterion.

    The options are as follows:

    • Yes
    • No

    Account Name

    Text box

    Business account name. Search criterion.

    Employee ID

    Text box

    Agent ID. Search criterion.

    Caller Number

    Text box

    Calling number. Search criterion.

    If the number of agents of the tenant does not exceed the value of the system parameter Maximum number of agents for fuzzy query of calling, called, and handled numbers in a tenant contact record, a fuzzy search can be performed when no record is exactly matched based on the calling number and the time range for the search does not exceed seven days.

    Called Number

    Text box

    Called number. Search criterion.

    If the number of agents of the tenant does not exceed the value of the system parameter Maximum number of agents for fuzzy query of calling, called, and handled numbers in a tenant contact record, a fuzzy search can be performed when no record is exactly matched based on the called number and the time range for the search does not exceed seven days.

    Handled Number

    Text box

    Handled number. Search criterion.

    If the number of agents of the tenant does not exceed the value of the system parameter Maximum number of agents for fuzzy query of calling, called, and handled numbers in a tenant contact record, a fuzzy search can be performed when no record is exactly matched based on the handled number and the time range for the search does not exceed seven days.

    Customer Name

    Text box

    Customer name. Search criterion.

    Call S/N

    Text box

    Call SN. Search criterion.

    Call Duration Start

    Text box

    Minimum call duration of a contact record. Search criterion.

    The value is a number greater than 0.

    The unit is second.

    This parameter is unavailable when the time span for searching for contact records exceeds 31 days.

    Call Duration End

    Text box

    Maximum call duration of a contact record. Search criterion.

    The value is a number greater than 0.

    The unit is second.

    This parameter is used for fuzzy search. Contact records whose numbers contain the entered number are displayed.

    This parameter is unavailable when the time span for searching for contact records exceeds 31 days.

    Contact Number (Fuzzy Query)

    Text box

    Calling number, called number, or handled number. Search criterion.

    This parameter is unavailable when the time span for searching for contact records exceeds 31 days.

    Reset

    Button

    Reset search criteria.

    Search

    Button

    Search for contact records.

    Call S/N

    Label

    Call SN, which is a 19-digit number randomly generated by the system. You can click a value to view the operations related to the handled number in a call, including the conversation content, call reason, contact records, and transfer records.

    Customer Number

    Label

    Customer number.

    Account Name

    Label

    Business account name.

    Employee ID

    Label

    Agent ID.

    Caller Number

    Label

    Calling number.

    Called Number

    Label

    Called number.

    Media Type

    Label

    Media type. If the media type is multimedia, the specific multimedia channel is also displayed.

    The options are as follows:

    • Voice
    • Video
    • Multimedia –web
    • Multimedia –WeChat
    • Multimedia –Facebook
    • Multimedia –Twitter
    • Multimedia –5G
    • Multimedia –Email
    • Multimedia –LINE
    • Multimedia –WhatsApp
    • Multimedia –Telegram
    • Multimedia –Instagram
    • Multimedia –SMS

    Call Type

    Label

    Call type.

    The options are as follows:

    • Outgoing Call
    • Incoming Call
    • Predicted outbound call
    • Preview outgoing call
    • Preempted outbound call
    • ITA bidirectional call
    • Fixed Outbound Call
    • Double call
    • Collaborative call
    • Click-to-dial
    • Intelligent Robot Outbound Call

    Start Time

    Label

    Start time.

    End Time

    Label

    End time.

    Call Duration (s)

    Label

    Call duration, in seconds.

    The call duration is the duration from the time when a call is connected to the time when the call is released.

    If the call duration is shorter than 1 second, 0 is displayed. The recording file can be played and downloaded.

    Hang-up Party

    Label

    Hang-up party.

    The options are as follows:

    • User
    • Agent

    Skill Queue

    Label

    Skill queue.

    Call Reason

    Label

    Call reason.

    Call Remarks

    Label

    Call remarks.

    Satisfaction evaluation

    Label

    Satisfaction level.

    The options are as follows:

    • Very dissatisfied
    • Dissatisfied
    • General
    • Satisfied
    • Very satisfied
    • Not evaluated
    • Evaluation failed
    NOTE:
    • After the IVR voice satisfaction survey switch is turned on and a satisfaction survey IVR flow is bound, if the customer does not evaluate the service, the value is empty.
    • After the SMS satisfaction survey switch is turned on and an SMS template is bound, if the customer does not evaluate the service, the value is empty.
    • After the channel satisfaction survey switch is turned on, if the customer does not evaluate the service, the value is empty.
    • If the customer is not transferred to the satisfaction survey flow, the value is empty.

    Recording File

    Button group

    Operations that can be performed on the recording file in a contact record.

    The options are as follows:

    • Play
    • Download
    NOTE:
    • Voice files can be played and downloaded in WAV format.
    • When the video application mode of an agent is SFU video, the video file in the contact record generated for a video call between the agent and a customer can be played online or downloaded in MP4 format.
    • When the video application mode of an agent is MCU video, the video file in the contact record generated for a video call between the agent and a customer can be downloaded in TS format.
    • If Video application mode is set to MCU(CloudVC), an agent can download video files only after signing in.

    After you click Play, the voice playback component is displayed above the list. This component is used to play the recording in a contact record.

    You are advised to use video software other then Windows Media Player to play downloaded videos.

    If the Screen recording and screen inspection feature is enabled to automatically record agents' screen operations:

    • After you click Play for a voice contact record, the agent's screen operation video is displayed.
    • After you click Play for a video contact record, the Recording File Details dialog box is displayed. Then, after you click Play for the record whose Media Type is VRC, the agent's screen operation video is displayed.

  3. Export contact records (excluding voice and video files) to the local PC in batches.

    1. Click , set Data Scope and Export Field, and enter a compression password.
      • For details about the complexity requirements of the compression password, see the prompt on the page. The compression password is used to open the downloaded package.
      • The exported data contains personal data. Exercise caution when processing the exported data to prevent personal data leakage and abuse.
      • The Compressed password parameter is not displayed when the tenant parameter Specifies whether to set the password of the compressed file for exporting data. is set to No.
    2. Click to view the export tasks in the last seven days. To open a file, you need to enter the compression password set during export task creation.

  4. Play or download the recording file in a contact record.

    1. Click Play in the Recording File column to play the recording file.
      • After you click Play for a voice contact record, the agent's screen operation video is displayed.
      • After you click Play for a video contact record, the Recording File Details dialog box is displayed. Then, after you click Play for the record whose Media Type is VRC, the agent's screen operation video is displayed. After you click Play for the record whose Media Type is Video, the video of the video call is displayed.
    2. Click Download in the Recording File column and enter a compression password to download the recording file.

      The downloaded recording file contains personal data. Exercise caution when processing the exported file to prevent personal data leakage and abuse.

      You are advised to use video software other then Windows Media Player to play downloaded videos.