Configuring Inspection Tasks

Context

An inspection task can be in the Draft or Released state. In the Draft state, the inspection task can be modified, deleted, or released. In the Released state, the inspection task cannot be modified or deleted.

You can view the task details and results of released manual inspection tasks.

Procedure

1. Sign in to the AICC as a tenant administrator and choose Inspection > Task Mgmt.
2. Click Add. The Create Inspection Task page is displayed.
   Figure 1 Create Inspection Task page
   

3. Configure basic inspection task information.
   • Task Name: Task name, which is customized. The value can contain a maximum of 1024 characters.
   • Task Type: The options are Manual post-event inspection and Automatic post-event inspection.
   • Channel: Call channel. The options are Audio, Video, and Multimedia.
   • Total Number of Inspections: Number of inspections to be performed. The value is an integer ranging from 0 to 99999.
   • Start Time: Start time of an inspection task.
   • End Time: End time of an inspection task.
   • Call Begin Time: Start time of the communication in an inspection task.
   • Call End Time: End time of the communication in an inspection task.
   • Inspection Object Type: Inspection object type. For details about how to configure inspection object types, see Managing Inspection Object Types.
   • Inspection Relationship Type: Inspection relationship type. The options are Custom, By organization, and By user group.
   • Customer Number: Customer number. The value can contain a maximum of 50 characters.
   • Satisfaction: Satisfaction. The default options are Very dissatisfied, Dissatisfied, General, Satisfied, and Very satisfied.
   • Call Type: Call type. The options are Outgoing Call, Incoming Call, Predicted outbound call, Preview outgoing call, Collaborative call, and Click-to-dial.
   • Call Duration Range (s): Call duration range. The value is an integer ranging from 0 to 9999.

4. If Inspection Relationship Type in the BASIC INFORMATION area is set to Custom, configure INSPECTOR INFORMATION and INSPECTED PARTY INFORMATION.
   • INSPECTOR INFORMATION
     1. Click Select Inspector Member. The inspector information configuration page is displayed.
        Figure 2 Page for selecting users
        
     2. Set Select an OU or a user group. and select a specific group or OU.
     3. Select inspector accounts and click OK to save the inspector information.
   • INSPECTED PARTY INFORMATION
     1. Click Select an inspected member. to access the information configuration page.
        Figure 3 Page for selecting users
        
     2. Set Select an OU or a user group. and select a specific group or OU.
     3. Select inspected member accounts and click OK to save the inspected member information.

5. If Inspection Relationship Type in the BASIC INFORMATION area is set to By organization or By user group, configure INSPECTION RELATIONSHIP.
   1. Click Select Inspection Relationship. The relationship list page is displayed.
      Figure 4 Page for selecting inspection relationships
      
   2. Select inspection relationships. For details about how to configure inspection relationships, see Managing Inspection Relationships.
   3. Click OK to save the selected inspected relationships.

6. Configure a rating template.
   In the RATING TEMPLATE area, select a template and click Save to generate an inspection task. Manual inspection rating templates in Released state are displayed in the area. You can click Preview in the Operation column to preview a template.

   Figure 5 Area for selecting a rating template
   

7. (Optional) Choose Inspection > Task Mgmt, query inspection tasks, and click Download The Inspection Result to export the Task Result of the inspection tasks to a file.
   

   The downloaded data contains personal data. Exercise caution when processing the downloaded data to prevent personal data leakage and abuse.