Skill Queue Traffic Report

Procedure

1. Sign in to the AICC as a tenant administrator or an inspector and choose Report > Skill Queue Traffic Report to query skill queue traffic report data and query skill queue data by monitoring group.
   Figure 1 Skill Queue Traffic Report
   
   • Data type: Select the type of the data to be queried. The options are Skill Queue and Monitor Group.
   • 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.

   • Select OU: This parameter is controlled by the tenant parameter Has the tenant enabled inter-organization data isolation enforcement.
     • 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/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.
       • 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 preceding tenant parameter is set to No, the Select OU parameter is hidden.
   • Skill Queue: Select skill queues that have been configured in the call center configuration. On the Skill Queue tab page, reports can be queried based on this criterion.
     If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, only skill queues under the selected OUs can be selected.

     Figure 2 Select Skill Queue
     
   • User Level: The options are existing customer levels of the VCC on the web configuration console. On the Skill Queue tab page, reports can be queried based on this criterion.
   • Media Type: The options are Voice, Multimedia, Video, Voice Click to Dial, and Video Click to Dial. On the Skill Queue tab page, reports can be queried based on this criterion.
   • Submedia Type: On the Skill Queue tab page, reports can be queried based on this criterion. This parameter needs to be set when Media Type is set to Multimedia. The options are as follows:
     • Web
     • WhatsApp
     • LINE
     • WeChat
     • Facebook
     • X (Twitter)
     • Email
     • SMS
   • Monitor Group: When Monitor Group is set, reports can be queried based on the current search criteria.

2. Filter indicators.
   1. Click Set Table Header. The Filter Indicator dialog box is displayed.
      Figure 3 Filter Indicator
      

      Table 1 Indicators in the Filter Indicator dialog box

      Indicator	Description
      Service Requests	Number of inbound calls requesting manual services.
      Connected Manual Inbound Calls	Number of inbound calls connected by agents.
      Request Connection Rate (%)	Percentage of connected manual inbound call requests to manual inbound calls requesting services.
      Lost Call Requests	Number of lost call requests = Number of service requests – Number of connected call requests
      Manual Inbound Call Connection Number in 15s	Number of call requests connected to agents within 15 seconds.
      Manual Inbound Call Connection Rate in 15s (%)	Percentage of call requests connected to agents within 15 seconds to total calls requesting manual service.
      Manual Inbound Call Connection Number in 20s	Number of call requests connected to agents within 20 seconds.
      Manual Inbound Call Connection Rate in 20s (%)	Percentage of call requests connected to agents within 20 seconds to total calls requesting manual service.
      Manual Inbound Call Connection Number in 30s	Number of call requests connected to agents within 30 seconds.
      Manual Inbound Call Connection Rate in 30s (%)	Percentage of call requests connected to agents within 30 seconds to total calls requesting manual service.
      Average Waiting Duration (s)	Average waiting duration of all connected calls in a queue.
      Average Ring Duration of Lost Calls (s)	Average ring duration of all unanswered calls.
      Average Call Duration (s)	Average call duration. Average duration of connected manual inbound calls = Duration of connected manual inbound calls/Number of connected manual inbound calls
      Average Ring Duration of Manual Inbound Calls (s)	Average ringing duration of an agent's terminal. Average ring duration of manual inbound calls = Total ring duration of manual inbound calls/Number of answering times
      Abandoned Queuing Calls	Number of calls proactively abandoned by customers during queuing.
      Unanswered Calls	Number of unanswered calls after being assigned to agents.

   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.

     Skill queues can be queried by skill queue name.

     

   • 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 dialog box 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.
        • You do not need to configure the compression password in the independent deployment environment.
      • 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.