Skill Queue Traffic Report by Access Code

Procedure

1. Sign in to the AICC as a tenant administrator or an inspector and choose Report > Skill Queue Traffic Report by AccessCode to query skill queue traffic report data by access code.
   Figure 1 Skill Queue Traffic Report by AccessCode
   
   • Report Type: The options are Daily report, Weekly report, and Monthly report.
   • Report time: Set the time range for report data query.
     • Daily report: The time range cannot exceed 31 days.
     • Weekly report: Set the start year and week as well as the end ones.
     • Monthly report: Set the start year and month as well as the end ones.
     

     The Start Week/End Week and Start Month/End Month drop-down list boxes support search and filtering.

   • Skill Queue: Select a skill queue that has been configured in the call center configuration.
   • Access Code: Fuzzy search is supported. The value is a number of at least three digits. In chart mode, the value can contain fewer than three digits.
   • User Level: The options are existing customer levels of the VDN on the web configuration console.
   • Media Type: The options are Voice, Multimedia, Video, Voice Click to Dial, and Video Click to Dial.
   • Submedia Type: This parameter needs to be set when Media Type is set to Multimedia. The options are Web, WhatsApp, LINE, WeChat, Facebook, X (Twitter), 5G RCS, Email, and SMS.

2. Filter indicators.
   1. Click Set Table Header. The Filter Indicator dialog box is displayed.
      Figure 2 Filter Indicator dialog box
      

      Table 1 Indicators in the Filter Indicator dialog box

      Indicator	Description
      Service requests	Number of inbound calls requesting manual services.
      Number of connected manual calls	Number of inbound calls connected by agents.
      Request connection rate (%)	Percentage of the number of connected manual inbound call requests in the number of manual inbound calls requesting services.
      Lost call requests	Number of lost call requests = Number of service requests – Number of connected call requests
      Manual inbound call connection rate in 15s (%)	Percentage of the number of call requests manually connected in 15 seconds in the total number of calls requesting manual services.
      Manual inbound call connection rate in 20s (%)	Percentage of the number of call requests manually connected in 20 seconds in the total number of calls requesting manual services.
      Manual inbound call connection rate in 30s (%)	Percentage of the number of call requests manually connected in 30 seconds in the total number of calls requesting manual services.
      Average waiting duration (s)	Average waiting duration of all connected calls in a queue.
      Average ring duration of lost calls (s)	Average ring duration of all unanswered calls.
      Average call duration (s)	Average call duration. Average duration of connected manual inbound calls = Duration of connected manual inbound calls/Number of connected manual inbound calls
      Average ring duration of manual inbound calls (s)	Average ring duration of an agent's terminal. Average ring duration of manual inbound calls = Total ring duration of manual inbound calls/Number of answering times
      Abandoned queuing calls	Number of calls proactively abandoned by subscribers during queuing.
      Unanswered calls	Number of unanswered calls after being allocated to agents.

   2. Select the report indicators to be displayed and click OK to save the configuration.

3. Switch the data display mode.
   • Click Switch To Chart to switch the data display mode from table to line chart and bar chart.

     In chart mode, you can set search criteria and click Search to filter specific data based on the search criteria.

   • Click Switch To Table to switch the data display mode from line chart and bar chart to table.

4. Export report data.
   1. Click New export task. The export task page is displayed.
   2. Configure an export task.
      • Export File Format: The exported file can be in CSV or PDF format.
      • Compressed password: The value is a string of 8 to 12 characters and must contain letters, digits, and special characters (excluding |;&$-<>/\`!#(){}, spaces, newline characters, and tabs).
        

        • The compression password is used to open the downloaded package.
        • You do not need to configure the compression password in the independent deployment environment.
      • Click OK to create an export task.
   3. Click Export task view to view the export tasks in the last seven days.
   4. Select the created export task based on Export Start Time and Status, and click download to export the report file to the local PC. To open the report file on the local PC, you need to enter the compression password set when you create the export task.