Agent Operation Report

Procedure

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

   • Select OU
     • 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 connection operation 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.
   • 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
   • Rest Times/Rest Duration (s): You can click a value to view details about agent rest reason statistics.

     

   • Number of Times an Agent in Busy/Busy Duration (s): You can click a value to view details about agent busy reason statistics.

     

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

      Table 1 Indicators in the Filter Indicator dialog box

      Indicator	Description
      Work Duration (s)	Total duration from the time when an agent signs in to the time when the agent signs out. Work duration = Manual call duration + Wrap-up duration + Busy duration + Rest duration + Duration of other states + Idle duration.
      Wrap-up Times	Number of times that an agent enters the wrap-up state.
      Wrap-up Duration (s)	Total duration when an agent is in wrap-up state.
      Outbound Call Wrap-up Times	Number of times that an agent enters the wrap-up state after outbound calls end.
      Outbound Call Wrap-up Duration (s)	Wrap-up duration after outbound calls end.
      Inbound Call Wrap-up Times	Number of times that an agent enters the wrap-up state after inbound calls end.
      Inbound Call Wrap-up Duration (s)	Wrap-up duration after inbound calls end.
      Rest Times	Number of times that an agent enters the rest state.
      Rest Duration (s)	Total leave duration of an agent or duration when the agent is in rest state.
      Hold Times	Number of hold times.
      Hold Duration (s)	Total duration when an agent is in call hold state. The call duration of an agent includes the call hold time.
      Silence Times	Number of silence times.
      Silence Duration (s)	Silence duration.
      Internal Help Requests	Number of internal help requests.
      Internal Help Request Duration (s)	Duration of internal help requests.
      Busy Times	Number of times that an agent enters the busy state.
      Busy Duration (s)	Total duration when an agent is in busy state.
      Voice Playing Times	Number of voice playback times.
      Voice Playing Duration (s)	Voice playback duration.
      Duration of Other States (s)	Total duration when an agent is in another state, or call duration of other skills when multiple skills exist.
      Sign-In Times	Number of sign-in times.
      Sign-Out Times	Number of sign-out times.
      Three-Party Calls	Number of three-party call times.
      Internal Transfers	Number of internal transfer times.
      Manual Transfer-Out Times	Number of manual transfer-out times.
      Manual-to-IVR Transfer Times	Number of manual-to-IVR transfer times.
      Internal Calls	Number of internal calls.
      Internal Call Duration (s)	Internal call duration.
      Manual-to-Skill Queue Transfers	Number of manual-to-skill queue transfers.
      Agent Hang-Ups	Number of agent hang-ups.
      Customer Hang-Ups	Number of customer hang-ups.
      System Hang-Ups	Number of system hang-ups.
      Number of Times an Agent Is Suspended to Transfer to the IVR	Number of times that the agent suspends the call and transfers the call to the IVR after the call is connected.
      Number of Manual Transfers to IVR And Re-transfers Out	Number of times that the agent transfers to the IVR and then transfers out.

   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.

   • 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.
      

      When only one agent is selected, an agent operation reason details table is added for download. The operation types include rest and busy.