Help Center/ Cognitive Engagement Center/ User Guide/ Inspector Guide/ Performing Agent Monitoring and Inspections/ Monitoring Management/ Querying Bidirectional Call Details
Updated on 2023-09-20 GMT+08:00
View PDF

Querying Bidirectional Call Details

  1. Sign in to the AICC as a tenant administrator and choose Monitoring > Bidirectional Call to query bidirectional call details.

    Figure 1 Bidirectional Call

  2. Set data filter criteria.

    • Please Input Calling Or Called No.: Enter a calling or called number.
    • Click Advanced Search and set the following search criteria:
      • Connect State: The options are Connected and Unconnected.
      • Hang Up Method: The options are Caller Hang Up, Called Hang Up, and Exception Hang Up.
      • Start time and end time: Click the time widget and set the time range of the call start time.

        The call start time and call end time must be both set or left blank. The time range cannot exceed seven days.

      After the filter criteria are set, click Search to filter detailed data.

    • Click to refresh real-time data.

  3. Click to set the table header.

    1. Click Set Table Header. The Filter Table Header page is displayed.
      Figure 2 Column Configuration
      • For some columns, you cannot deselect them or change their sequence.
      • Click or to deselect a column.
      • Drag a selected column to change its sequence.
      • Hover the pointer over to view the detailed description of a column.
      • Click Reset to reset the column configuration to the state when the dialog box is opened.

      After the configuration is complete, click OK to save the new column configuration. Data is displayed based on the new column configuration.

      Table 1 Column description

      Column

      Description

      Calling Number

      Calling number of a bidirectional call.

      Called Number

      Called number of a bidirectional call.

      Connect State

      Connection status.

      Hang Up Method

      Release mode.

      Access Code

      Access code.

      Call Start Time

      Call start time.

      Call End Time

      Call end time.

      Call Alerting Time

      Called party ringing time.

      Call Talking Time

      Talking start time.

      Talking Duration(s)

      Talking duration (s).

      Caller Release Time

      Talking end time.

      Caller Alerting Time

      Calling party ringing time.

      Caller Talking Time

      Calling party talking time.

      Caller Talking Duration(s)

      Agent talking duration (s).

      Create Time

      Call creation time.

      Call Type

      Call type.

      Caller Alerting Duration(s)

      Calling party ringing duration (s).

      Called Alerting Duration(s)

      Called party ringing duration (s).

  4. Export data.

    1. Click and enter a compression password to create an export task.

      For details about the requirements of the compression password, see the prompt on the page. The compression password is used to open the downloaded package.

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

    2. Click to view the export tasks in the last seven days.
    3. Click download in the Operation column corresponding to the created export task to download the exported data to the local PC. When opening the file, you need to enter the compression password set when you create the export task.

Parent topic: Monitoring Management