Agent Traffic Report

Procedure

1. Sign in to the AICC as a tenant administrator or an inspector and choose Report > Agent Traffic Report to query agent traffic report data.
   Figure 1 Agent Traffic Report
   
   • 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.

   • OU selection:
     • Click , select OUs in the Select OU dialog box, and click OK to save the configuration. After the saving, the Start Agent ID and End Agent ID text boxes are hidden, and the Select Agent selection box is displayed.
       

       Unorganized is used to adapt to report data in the versions earlier than 24.400.

     • Click to delete the selected OUs. After the deletion, the Start Agent ID and End Agent ID text boxes are displayed, and the Select Agent selection box is hidden.
     • 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:
       If the View All Organization Data, Viewing and Editing Home Organization Data, or View Lower-Level Organization Data permission under System Public Permissions is added to the roles configured for the current account:

       • The OUs with the corresponding permission can be selected.
       • If no OU is selected, the Start Agent ID and End Agent ID text boxes are displayed.
       • After an OU is selected, the options of the Select Agent selection box are agents of the selected OU.
       If the View All Organization Data, Viewing and Editing Home Organization Data, or View Lower-Level Organization Data permission under System Public Permissions is not added to the roles configured for the current account:

       • Only the current OU can be selected.
       • If no OU is selected, the current agent ID is displayed in the Select Agent selection box.
       • After an OU is selected, if you are the manager of the OU, the options of the Select Agent selection box are agents of the selected OU. If you are a common agent of the OU, the current agent ID is displayed in the Select Agent selection box.
   • Select Agent: Click to select an agent account.
   • Start Agent ID: The value can contain a maximum of six characters. If no value is entered, the search result contains the agent performance report data of all agent IDs in the current tenant space.
   • End Agent ID: The value can contain a maximum of six characters. The end agent ID must be greater than or equal to the start agent ID.
   • Skill Queue: Select skill queues that have been configured in the call center configuration. Skill queues can be queried by name.
     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.

     

     If a skill queue cannot be selected, check whether the View All Organization Data permission under System Public Permissions is configured or whether the selected OU is not within the value range of accessible OUs configured for the employee account.

     Figure 2 Select Skill Queue
     
   • Media Type: The options are Voice, Multimedia, Video, Voice Click to Dial, and Video Click to Dial.
   • Submedia Type: 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

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
      Manual Incoming Calls	Number of inbound calls requesting manual services.
      Number of Connected Manual Calls	Number of inbound calls connected by agents.
      Inbound Call Connection Rate (%)	Percentage of the number of connected manual incoming calls to the number of manual incoming calls.
      Number of Lost Manual Incoming Calls	Number of lost manual incoming calls = Number of manual incoming calls – Number of connected manual incoming 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
      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
      Manual Outbound Calls	Number of manual outbound calls, including the outbound calls initiated by agents and those transferred from the IVR to manual services.
      Connected Manual Outbound Calls	Number of connected manual outbound calls.
      Outbound Call Connection Rate (%)	Percentage of the number of connected outbound calls to the number of outbound calls.
      Average Ring Duration of Manual Outbound Calls (s)	Average time for an agent to wait for customers to answer outbound calls.
      Average Manual Outbound Call Duration (s)	Average outbound call duration between an agent and customers.
      Total Connected Calls	Number of connected inbound and outbound calls.
      Average Manual Inbound Calls Per Hour	Average number of calls answered by an agent per hour in the selected working time segment.
      Work Duration Rate (%)	Work duration rate = (Total work duration – Rest duration)/Total work duration x 100
      Work State Duration Rate (%)	Work state duration rate = (Total call duration + Total wrap-up duration)/(Total work duration – Rest duration) x 100
      Work Duration (s)	Total duration from the time when an agent signs in to the time when the agent signs out. Total work duration = Manual call duration + Total wrap-up duration + Total busy duration + Total rest duration + Total duration of other states + Idle duration
      Manual Call Duration (s)	Total call duration of an agent, excluding the text chat duration.
      Total Talk Duration (s)	Total duration when an agent is in talking state.
      Average Manual Call Duration (s)	Average call duration of an agent. Average manual call duration = Manual call duration/Number of successful manual calls
      Wrap-up Duration (s)	Total duration when an agent is in wrap-up state.
      Wrap-up Duration Rate (%)	Wrap-up duration rate = (Total wrap-up duration/Total work duration) x 100
      Average Wrap-up Duration (s)	Average duration when an agent is in wrap-up state. Average wrap-up duration = Total wrap-up duration/Number of wrap-up times
      Average Processing Duration (s)	Average processing duration = (Manual call duration + Total wrap-up duration)/Number of successful manual calls
      Rest Duration (s)	Total leave duration of an agent or duration when the agent is in rest state.
      Rest Duration Rate (%)	Rest duration rate = (Total rest duration/Total work duration) x 100
      Busy Duration (s)	Total duration when an agent is in busy state.
      Busy Duration Rate (%)	Busy duration rate = (Total busy duration/Total work duration) x 100
      Total Ring Duration (s)	Total ringing duration of an agent, excluding the call duration.
      Idle Duration (s)	Total duration when an agent is in idle state.
      Idle Rate (%)	Percentage of an agent's total idle duration to the total work duration.
      Hold Duration (s)	Total duration when an agent is in call hold state. The call duration of an agent includes the call hold time.
      Average Hold Duration (s)	Average call hold duration. Average hold duration = Hold duration/Number of hold times
      Percentage of Call Duration (%)	(Total talk duration/Total work duration) x 100

   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.

     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.