Viewing Contact Records

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.
      NOTE:

      • 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.
      NOTE:

      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.