Traffic Summary Report

Procedure

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

   • User Level: The options are existing customer levels of the VDN on the web configuration console.
   • 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 Web, WhatsApp, LINE, WeChat, Facebook, X (Twitter), 5G RCS, Email, and SMS.

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

      Table 1 Indicators in the Filter Indicator dialog box

      Indicator	Description
      Service requests	Number of inbound calls requesting manual services.
      Number of connected manual calls	Number of inbound calls connected by agents.
      Request connection rate (%)	Percentage of the number of connected manual inbound call requests in the number of manual inbound calls requesting services.
      Average queuing duration of connected calls (s)	Average queueing duration of all connected calls in a queue.
      Manual call connection rate in 20s (%)	Percentage of the number of calls manually connected in 20s in the total number of manually connected 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 inbound call duration of terminals (s)	Average inbound call duration through agent terminals.
      Lost call requests	Number of lost call requests = Number of service requests – Number of connected call requests
      Request loss rate (%)	Request loss rate (%) = 100 (%) – Call connection rate (%)
      Average ring duration of lost calls (s)	Average ring duration of all unanswered calls.
      Max. waiting duration (s)	Maximum waiting duration (queuing and ring duration) of all calls.
      Outbound calls	Number of calls made by an agent to customers.
      Connected manual outbound calls	Number of connected manual outbound calls.
      Outbound call connection rate (%)	Percentage of the number of connected outbound calls in the number of outbound calls.
      Total failed outbound calls	Total number of failed outbound calls.
      Average Manual Outbound Call Duration (s)	Average outbound call duration between an agent and customers.
      Average ring duration of outbound calls (s)	Average ring duration of outbound calls = Total ring duration of outbound calls/Number of answering times
      Total connected calls	Number of connected inbound and outbound calls.
      Average successful calls per hour	Average number of successful calls per hour in the selected working time segment.
      Called agents	Number of agents who receive inbound calls.
      Agent calls	Number of incoming calls assigned to each agent during the selected time period.
      Work duration rate (%)	Work duration rate = (Total work duration – Rest duration)/Total work duration x 100
      Online rate (%)	Online rate = (Manual call duration + Total wrap-up duration + Total duration of other states)/(Total work duration – Rest duration) x 100
      Total 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.
      Manual call duration rate (%)	Manual call duration rate = Manual call duration/Total work duration x 100
      Average manual call duration (s)	Average call duration of an agent. Average manual call duration = Manual call duration/Number of successful manual calls
      Total 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
      Total 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
      Total 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 duration of other states (s)	Total duration when an agent is in another state, or call duration of other skills when multiple skills exist.
      Other duration rate (%)	Other duration rate = (Total duration of other states/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 in 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

   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 page 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.