Searching for Satisfaction Statistics

Prerequisites

The agent has the Satisfaction Statistics operation permission.

Procedure

1. Sign in to the AICC as an agent and choose Contact History > Satisfaction Statistics.
2. Set search criteria to search for agent satisfaction statistics based on the criteria.
   Figure 1 Satisfaction Statistics page (Daily report)
   
   Figure 2 Satisfaction Statistics page (Weekly report)
   
   Figure 3 Satisfaction Statistics page (Monthly report)
   

   Table 1 GUI elements on the Satisfaction Statistics page

   Element	Type	Description
   	Drop-down list	Satisfaction statistics report type. The options are as follows: Daily report Weekly report Monthly report
   	Calendar component	Time range. Search criterion. When Daily report is selected, the maximum time range for the search is 31 days. When Weekly report is selected, the maximum time range for the search is 12 weeks. When Monthly report is selected, the maximum time range for the search is 12 months.
   Employee ID	Text box	Agent ID. Search criterion.
   Skill Queue	Drop-down list	Skill queue. Search criterion. This parameter is displayed only when Skill Queue Summary is selected.
   Media Type	Drop-down list	Media type. Search criterion. The options are as follows: Voice Video Multimedia This parameter is displayed only when Skill Queue Summary is selected.
   Multimedia Type	Drop-down list	Multimedia type. Search criterion. The options are as follows: Web WeChat Facebook X(Twitter) 5G Email Line Whatsapp TELEGRAM INSTAGRAM SMS This parameter is displayed only when Media Type is set to Multimedia.
   	Button	Search for data based on search criteria again and refresh data on the page.
   	Button	Create an export task.
   	Button	View export tasks.
   Date	Label	Date of a record in the daily satisfaction statistics report. This parameter is displayed only when Daily report is selected.
   Week	Label	Week of a record in the weekly satisfaction statistics report. This parameter is displayed only when Weekly report is selected.
   Month	Label	Month of a record in the monthly satisfaction statistics report. This parameter is displayed only when Monthly report is selected.
   Employee ID	Label	Agent ID.
   Agent Name	Label	Agent name.
   Account	Label	Business account bound to a skill queue.
   Skill Queue ID	Label	Skill queue ID. This parameter is displayed only when Skill Queue Summary is selected.
   Skill Queue Name	Label	Skill queue name. This parameter is displayed only when Skill Queue Summary is selected.
   Score 1 Qty	Label	Number of times that the satisfaction evaluation result scored 1 in a skill queue.
   Score 2 Qty	Label	Number of times that the satisfaction evaluation result scored 2 in a skill queue.
   Score 3 Qty	Label	Number of times that the satisfaction evaluation result scored 3 in a skill queue.
   Score 4 Qty	Label	Number of times that the satisfaction evaluation result scored 4 in a skill queue.
   Score 5 Qty	Label	Number of times that the satisfaction evaluation result scored 5 in a skill queue.
   Average Score	Label	Average score of satisfaction evaluation results in a skill queue.

3. Export satisfaction evaluation statistics to the local server in batches.
   1. Click 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.
   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.