Monitoring Indicators

Procedure

1. Sign in to the AICC as a tenant administrator and choose Monitoring > Index Monitor
2. View the real-time overview.
   Figure 1 RealTime Overview
   
   • Indicator statistics: The indicators include the number of inbound calls, number of outbound calls, inbound call connection rate, and outbound call connection rate. The statistics are displayed in the following dimensions: data summary, day-over-day (DoD) rate (compared with the indicator value collected from the same time segment on the previous day), and data statistics by channel (covering only the channels preconfigured in the baseline version).
     • DoD rate: The comparison result between the indicator value until the current time on the current day and the indicator value of the same time segment on the previous day is displayed.
       • : No data is displayed because the value on the previous day is 0.
       • : The value increases compared with the previous day.
       • : The value decreases compared with the previous day.
     • Click to view submedia call statistics.
   • Call Trends: The number of inbound calls, number of outbound calls, number of connected inbound calls, and number of connected outbound calls of the tenant space on the current day are displayed in a line chart.
   • Agent Status: The real-time agent status distribution of the tenant space on the current day is displayed in a pie chart.
   • Skill Queue Service Level Overview: Statistics on skill queue service level fulfillment are collected in real time by channel type.
     • By default, the skill queue service level data of the voice channel is displayed. Click a channel type tab to view the corresponding service level data.
     • By default, five channel types are displayed. For the Multimedia type, statistics can be queried by submedia type.
     • By default, data of a maximum of 10 skill queues can be displayed. Scroll the content vertically to view the extra data.
     • The expected skill queue service level is that the number of calls connected within 20 seconds reaches 80%, which can be configured using a parameter.

       The integrated deployment environment supports the configuration and modification of tenant parameters. You can configure the tenant parameter Expected service level of the skill queue under Configuration Center > System Management > Tenant Parameter > Call center monitoring > Index Monitor. The default value is 0.8, indicating 80%. The value ranges from 0 to 1.

       The independent deployment environment supports only the configuration of system parameters. You can configure the system parameter Expected service level of the skill queue under Configuration Center > System Management > Parameter Settings > Call Center Monitoring > Index Monitor. The default value is 0.8, indicating 80%. The value ranges from 0 to 1.

   • Click to refresh real-time data. The indicator statistics as well as the Call Trends, Agent Status, and Skill Queue Service Level Overview areas are refreshed.

3. View VCC monitoring information.
   Figure 2 VCC monitoring
   
   1. Click the VCC Monitor tab and select a media type to query today's VCC monitoring information.
      • When Media Type is set to Multimedia, select a submedia type to query today's VCC monitoring information.
      • Click to refresh real-time data.
      • Click to set indicators related to the real-time number of calls, today's number of calls, call rate, and duration.

        The real-time number of calls and today's number of calls are both displayed in the statistics under Number of Calls.

   2. Click Number of Calls, Call Rate, or Duration to view the corresponding monitoring indicator information in a trend chart.
   3. Click to set the indicators for querying today's trend statistics and refresh the statistics.
   4. Drag the trend chart to view the information of a desired time segment.

4. View voice and video IVR monitoring information.
   Figure 3 Audio&Video IVR Monitor
   
   1. Click the Audio&Video IVR Monitor tab and select a media type to query today's voice and video IVR monitoring information.
      • Click to refresh real-time data.
      • Click to set indicators. You can select three to five indicators.
   2. View the DoD rate of each IVR indicator. The comparison result between the indicator value until the current time on the current day and the indicator value of the same time segment on the previous day is displayed.

      For each indicator, a small chart of today's trend statistics is displayed.

   3. Click Number of Calls, Call Rate, or Duration to view the corresponding monitoring indicator information in a trend chart.
   4. Click to set the indicators for querying today's trend statistics and refresh the statistics.
   5. Drag the trend chart to view the information of a desired time segment.

5. View skill queue monitoring information.
   Figure 4 Skill Queue Monitor
   
   1. Click the Skill Queue Monitor tab and select a skill queue and a media type to query today's skill queue monitoring information.
      • Organization: This parameter is controlled by the tenant parameter Has the tenant enabled inter-organization data isolation enforcement.
        • If the parameter is set to Yes:
          • Accounts without the View All Organization Data permission under System Public Permissions configured:
            • If the Viewing and Editing Home Organization Data and View Lower-Level Organization Data permissions under System Public Permissions are not configured, only the OUs specified by Accessible Organizations configured on the Employee Info page can be selected.
              

              If accessible OUs are configured both on the Employee Info and Organization Unit pages, the permissions on the accessible OUs configured on the Employee Info page take precedence.

            • If the Viewing and Editing Home Organization Data permission under System Public Permissions is configured, the data under the OU (excluding sub-OUs) to which the current business account belongs can be viewed.
            • If the View Lower-Level Organization Data permission under System Public Permissions is configured, the data under the sub-OUs of the OU to which the current business account belongs can be viewed.
          • Accounts with the View All Organization Data permission under System Public Permissions configured: All OUs can be selected.
          • Operations supported for OU selection:
            • Include Sub-Organizations: When this option is selected, the sub-OUs of selected OUs are selected by one click.
          • The number of OUs that can be selected is specified by the value of the system parameter Maximum number of OU organizational unit queries on the Configuration Center > System Management > System Parameter > System parameters > Unified Public Configuration > Common page.
        • If the parameter is set to No, the Organization parameter is hidden.
      • You can select a maximum of 20 skill queues. Skill queues can be queried by name.
        Figure 5 Select Skill Queue
        
      • When Media Type is set to Multimedia, select a submedia type to query today's skill queue monitoring information.
      • Click to refresh real-time data.
   2. Click Number of Calls, Call Rate, Duration, or Number of Agents to view the corresponding monitoring indicator data.
   3. Click to set the table header.
   4. Click to set the indicators for querying today's trend statistics and refresh the statistics.
      • In the case of only one skill queue, you can select 1 to 10 indicators.
      • In the case of multiple skill queues, you can select only one indicator.
   5. Drag the trend chart to view the information of a desired time segment.
   6. (Optional) Export the query result to the local PC on the Skill Queue Monitor tab page.
      

      The export function is controlled by the Monitoring > Index Monitor > Skill Queue Monitor > Export Skill Queue Monitoring permission. Assign this permission to the role to which the current account belongs before using this function.

      1. Click and enter a compression password based on the password requirements. Click OK. An export task is created.
         Figure 6 Export
         
      2. Click , select the export task whose Status is Success based on the export time, and click download to download the exported data.
         Figure 7 Export Task View
         

6. View agent indicator monitoring information.
   Figure 8 Agent Indicator Monitoring
   
   1. Click the Agent Indicator Monitoring tab and select an OU, an agent, and a media type to query today's agent indicator monitoring information.
      • You can select a maximum of five agents.
      • When Media Type is set to Multimedia, select a submedia type to query today's agent indicator monitoring information.
      • Organization: Only one OU can be selected, and this parameter is controlled by the tenant parameter Has the tenant enabled inter-organization data isolation enforcement.
        • If the parameter is set to Yes:
          • Accounts without the View All Organization Data permission under System Public Permissions configured:
            • If the Viewing and Editing Home Organization Data and View Lower-Level Organization Data permissions under System Public Permissions are not configured, only the OUs specified by Accessible Organizations configured on the Employee Info/Organization Unit page can be selected.
              

              If accessible OUs are configured both on the Employee Info and Organization Unit pages, the permissions on the accessible OUs configured on the Employee Info page take precedence.

            • If the Viewing and Editing Home Organization Data permission under System Public Permissions is configured, the data under the OU (excluding sub-OUs) to which the current business account belongs can be viewed.
            • If the View Lower-Level Organization Data permission under System Public Permissions is configured, the data under the sub-OUs of the OU to which the current business account belongs can be viewed.
          • Accounts with the View All Organization Data permission under System Public Permissions configured: All OUs can be selected.
          • The number of OUs that can be selected is specified by the value of the system parameter Maximum number of OU organizational unit queries on the Configuration Center > System Management > System Parameter > System parameters > Unified Public Configuration > Common page.
        • If the parameter is set to No, the data scope of Organization is controlled by the Monitoring > Index Monitor > Query Data of All Organizations permission.
          • If this permission is configured, all OUs can be selected.
          • If this permission is not configured, only the OU to which the current account belongs can be selected for a common agent, and the OU to which the current account belongs and its sub-OUs can be selected for a supervisor.
      • Click to refresh real-time data.
   2. Click Number of Calls, Call Rate, or Duration to view the corresponding monitoring indicator data.
   3. Click to set the table header.
   4. Click to set the indicators for querying today's trend statistics and refresh the statistics.
      • In the case of only one agent, you can select 1 to 10 indicators.
      • In the case of multiple agents, you can select only one indicator.
   5. Drag the trend chart to view the information of a desired time segment.
   6. (Optional) Export the query result to the local PC on the Agent Indicator Monitor tab page.
      

      The export function is controlled by the Monitoring > Index Monitor > Agent Indicator Monitor > Export Agent Indicator Monitoring permission. Assign this permission to the role to which the current account belongs before using this function.

      1. Click and enter a compression password based on the password requirements. Click OK. An export task is created.
         Figure 9 Export
         
      2. Click , select the export task whose Status is Success based on the export time, and click download to download the exported data.
         Figure 10 Export Task View
         

7. View multimedia IVR monitoring information.
   Figure 11 Multimedia IVR Monitor
   
   1. Click the Multimedia IVR Monitor tab and select a multimedia type to query today's multimedia IVR monitoring information.
      • Select a channel from the drop-down list to view the corresponding statistics.
      • Click to refresh real-time data.
      • Click to set indicators. You can select three to five indicators.
   2. View the DoD rate of each IVR indicator. The comparison result between the indicator value until the current time on the current day and the indicator value of the same time segment on the previous day is displayed.

      For each indicator, a small chart of today's trend statistics is displayed.

   3. Click Number of Calls, Call Rate, or Duration to view the corresponding monitoring indicator information in a trend chart.
   4. Click to set the indicators for querying today's trend statistics and refresh the statistics.
   5. Drag the trend chart to view the information of a desired time segment.

8. View case monitoring.
   Figure 12 Work Order Monitoring
   
   1. A tenant space administrator can view the statistics of the following indicators in the current tenant space: Created Cases Today, Completed Cases Today, Uncompleted Cases Today, Overdue Unfinished Case Today, and Average Handling Duration Today.
   2. Click to set indicators for querying the case trend and refresh statistics.
   3. Drag the trend chart to view the information of a desired time segment.