Monitoring Inbound Call Records

Inspectors can view information about abandoned customer calls, calls requiring callback, and inbound calls.

Prerequisites

Permissions on operations under the current menu that require separate configuration have been configured. For details about the operation permissions that can be configured separately, see Table 1.
The non-real-time UnProcessOffLneCall CDRs have been imported to the database by referring to "Commissioning the Function of Importing CDRs to the Database Using the CCDIS."

Procedure

Sign in to the AICC as an inspector. Choose Monitoring > Incoming Call Record.
Query information about abandoned calls.
1. Click the Abandoned Call tab to view information about abandoned customer calls in the tenant space. Only data generated within seven days before the current time can be queried, and the query time range cannot span days.
  Figure 1 Abandoned Call
  - You can query abandoned calls in the tenant space based on the start time, end time, customer number, called number, and skill queue name.
  - By default, the list displays information about abandoned customer calls in the tenant space on the current day, including the call SN, customer number, called number, skill queue name, and waiting duration.
2. Set data filter criteria.
  - If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes:
    - OU selection:
      - 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.
    - Skill queue selection: You can query skill queues by skill queue name.
  - If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No:
    - Click More, enter a customer number and called number, select a skill queue, and click Search to filter detailed data.
    - Click to refresh real-time data.
3. Click to set the table header.
  Figure 2 Abandoned Call - Column Configuration
  - Click or to deselect a column.
  - Drag a selected column to change its sequence.
  - Click Reset to reset the column configuration to the state when the dialog box is opened.
  After the configuration is complete, click OK to save the new column configuration. Data is displayed based on the new column configuration.
Query information about calls requiring callback.
1. Click the Call Requiring Callback tab to view information about calls requiring callback in the tenant space. Only data generated within seven days before the current time can be queried, and the query time range cannot span days.
  Figure 3 Call Requiring Callback
  - You can query calls requiring callback in the tenant space based on the start time and end time.
  - By default, the list displays information about calls requiring callback in the tenant space on the current day, including the call SN, customer number, called number, skill queue name, and waiting duration.
2. Click to refresh real-time data.
  - If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, OUs that can be selected are subject to the configured permissions.
    - 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 tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No, data can be queried only by time.
3. Click to set the table header.
  - Click or to deselect a column.
  - Drag a selected column to change its sequence.
  - Click Reset to reset the column configuration to the state when the dialog box is opened.
  After the configuration is complete, click OK to save the new column configuration. Data is displayed based on the new column configuration.
Query information about inbound calls.
1. Click the Inbound Call tab to view information about inbound calls in the tenant space. Only data generated within seven days before the current time can be queried, and the query time range cannot span days.
  Figure 4 Inbound Call
  - You can query inbound calls in the tenant space based on the start time, end time, call release cause, whether manual service is requested, and whether the call is answered.
  - By default, the list displays information about inbound calls in the tenant space on the current day.
2. Set data filter criteria.
  - If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, OUs that can be selected are subject to the configured permissions.
    - 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 tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No:
    - Click More, enter a call release cause, set whether manual service is requested, and set whether the call is answered, and click Search to filter detailed data.
    - Click to refresh real-time data.
3. Click to set the table header.
  Figure 5 Inbound Call - Column Configuration
  - Click or to deselect a column.
  - Drag a selected column to change its sequence.
  - Click Reset to reset the column configuration to the state when the dialog box is opened.
  After the configuration is complete, click OK to save the new column configuration. Data is displayed based on the new column configuration.
Query information about calls that are received when an agent is in offline state and require callback.
1. Click the Offline Requiring Callback tab to view information about calls that are received when an agent is in offline state and require callback in the tenant space. Only data generated within seven days before the current time can be queried, and the query time range cannot span days.
  Figure 6 Offline Requiring Callback
  - You can query calls that are received when an agent is in offline state and require callback in the tenant space based on the start time, end time, customer number, and status type.
  - By default, the list displays the information about calls that are received when an agent is in offline state and require callback in the current tenant on the current day.
2. Set data filter criteria.
  - If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, OUs that can be selected are subject to the configured permissions.
    - OU selection:
      - 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.
    - Skill queue selection: You can query skill queues by skill queue name.
  - If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No:
    - Click More, enter a customer number and called number, select a skill queue and status type, and click Search to filter detailed data.
    - Click to refresh real-time data.
3. Select a call log for which callback has been made and click Unprocessed. After the callback is completed, the call log status is updated to Called Back.
4. (Optional) Select call logs for which callback has been made and click Batch Processing to set the call log status in batches.
5. Click to set the table header.
  Figure 7 Column Configuration for Offline Requiring Callback
  - Click or to deselect a column.
  - Drag a selected column to change its sequence.
  - Click Reset to reset the column configuration to the state when the dialog box is opened.
  After the configuration is complete, click OK to save the new column configuration. Data is displayed based on the new column configuration.
(Optional) On the Call Requiring Callback, Inbound Call, or Offline Requiring Callback tab page, export the queried data to the local PC.
1. Click and enter a compression password based on the password requirements. Click OK. An export task is created.
  Figure 8 Export
  - Different compression passwords can be set for different export tasks. The compression password is used to open the exported compressed file.
  - If the tenant parameter Specifies whether to set the password of the compressed file for exporting data. is set to No, an export task can be created without entering a compression password.
  - Click to view the password plaintext.
2. Click , select the export task whose Status is Success based on the export time, and click download to download the exported data.
  Figure 9 Export task view
Data files can be exported only in the integration environment.