Help Center/ Cognitive Engagement Center/ User Guide/ Inspector Guide/ Performing Agent Monitoring and Inspections/ Report Query/ IVR Outbound Call Report
Updated on 2024-10-12 GMT+08:00
View PDF
Share

IVR Outbound Call Report

The IVR outbound call report collects statistics on the outbound call traffic of IVRs in a specified period, and provides indicators including the number of outbound calls and number of lost calls.

Procedure

  1. Sign in to the AICC as a tenant administrator or inspector and choose Report > IVR Outbound Call Report to query IVR outbound call report data.

    Figure 1 IVR Outbound Call Report
    • 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.

    • Voice Call Type: The options are One-click bidirectional call, Voice notification, and Intelligent outgoing call.

  2. Filter indicators.

    1. Click Set Table Header. The Filter Indicator dialog box is displayed.
      Figure 2 Filter Indicator dialog box
      Table 1 Indicators on the Filter Indicator page

      Indicator

      Description

      IVR outbound calls

      Total number of IVR outbound calls.

      Connected IVR outbound calls

      Number of IVR outbound calls whose call duration is greater than 0.

      IVR outbound call connection rate (%)

      Percentage of connected IVR outbound calls to total IVR outbound call requests.

      Lost calls due to busy lines

      Number of calls that are not answered due to busy lines.

      Lost calls due to call rejection

      Number of calls that are not answered due to call rejection.

      Lost calls due to ringing timeout

      Number of calls that are not answered due to ringing timeout.

      Other lost calls

      Number of calls that are not answered due to reasons other than busy lines, call rejection, and ringing timeout.
    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.

      • 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.

Parent topic: Report Query