Report Query

The AICC provides 14 reports. The first 13 reports include daily, weekly, and monthly reports. A tenant administrator can view various indicators in the reports and export the reports to the local PC.

• The exported data contains personal data. Exercise caution when processing the exported data to prevent personal data leakage and abuse.
• Some operations under all Report menus are controlled by separate permissions. If related operation permissions are not configured, the corresponding operations are not supported. For details about the operation permissions that can be configured separately, see Table 1.

• VCC Traffic Report
  The VCC traffic report collects statistics on the inbound call traffic of the call center in a specified period, and provides indicators including the total number of inbound calls, number of calls answered by IVRs, and number of calls answered by agents.
• VCC Traffic Report by Access Code
  The VCC traffic report by access code collects statistics on the inbound call traffic of the call center by access code in a specified period, and provides indicators including the total number of inbound calls, number of calls answered by IVRs, and number of calls answered by agents.
• IVR Traffic Report
  The IVR traffic report collects statistics on the inbound call traffic of IVRs in a specified period, and provides indicators including the number of inbound calls and number of successful inbound calls.
• IVR Traffic Report by Access Code
  The IVR traffic report by access code collects statistics on the inbound call traffic of IVRs by access code in a specified period, and provides indicators including the number of inbound calls and number of successful inbound calls.
• Skill Queue Traffic Report
  The skill queue traffic report collects statistics on the inbound call traffic of skill queues in a specified period, and provides indicators including the number of inbound calls, call duration, and number of abandoned calls.
• Skill Queue Traffic Report by Access Code
  The skill queue traffic report by access code collects statistics on the inbound call traffic of skill queues by access code in a specified period, and provides indicators including the number of inbound calls, call duration, and number of abandoned calls.
• Traffic Summary Report
  The traffic summary report collects statistics on the call traffic in a specified period, and provides indicators including the number of manual inbound calls, number of manual outbound calls, call duration, wrap-up duration, idle duration, and busy duration.
• Agent Traffic Report
  The agent traffic report collects statistics on the activities of each agent in a specified OU, and provides indicators including the number of inbound calls, number of outbound calls, call duration, and connection operation duration of the agents.
• Agent Outbound Call Report
  The agent outbound call report collects statistics on the outbound call traffic of each agent in a specified OU, and provides indicators including the number of successful outbound calls, number of failed outbound calls, and outbound call duration.
• Agent Operation Report
  The agent operation report collects statistics on the connection operations and duration of each agent in a specified OU, and provides indicators including the number of sign-in times, number of sign-out times, connection status duration, number of call transfers, and number of call hang-ups.
• Abandoned Call in Ringing Report
  The abandoned call in ringing report collects statistics on the number of calls abandoned by customers before agents answer the calls.
• Interval-based VCC Traffic Report
  The interval-based VCC traffic report collects statistics on the inbound call traffic of the call center at a specified interval in a specified period, and provides indicators including the total number of inbound calls, number of calls answered by IVRs, and number of calls answered by agents.
• 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.
• System Performance Report
  The system performance report collects statistics on the number of concurrent calls of IVRs, agents, and skill queues, and provides indicators including the maximum number of concurrent calls, minimum number of concurrent calls, and average number of concurrent calls.
• Agent Timesheet Report
  The agent timesheet report collects statistics on the working status of agents in a specified period, and provides indicators such as the connection operation duration and number of connection operations.