Help Center/ Cognitive Engagement Center/ User Guide/ Inspector Guide/ Performing Agent Monitoring and Inspections/ Monitoring Management/ Monitoring Inbound Call Records
Updated on 2024-10-12 GMT+08:00
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Monitoring Inbound Call Records

A tenant administrator can view information about abandoned customer calls, calls requiring callback, and inbound calls.

Procedure

  1. Sign in to the AICC as a tenant administrator. Choose Monitoring > Incoming Call Record.
  2. Query information about abandoned calls.

    1. Click the Queuing Abandon Query tab to view information about abandoned customer calls in the tenant space. Only data generated within seven days before the current time can be queried, and the query time range cannot span days.
      Figure 1 Queuing Abandon Query
      • You can query abandoned calls in the tenant space based on the start time, end time, customer number, access code, and skill queue name.
      • By default, the list displays information about abandoned customer calls in the tenant space on the current day, including the call SN, customer number, access code, skill queue name, and waiting duration.
    2. Set data filter criteria.
      • Click Advanced Search, enter a customer number and an access code, select a skill queue, and click Search to filter detailed data.
      • Click to refresh real-time data.
    3. Click to set the table header.
      Figure 2 Queuing Abandon Query - Column Configuration
      • Click or to deselect a column.
      • Drag a selected column to change its sequence.
      • 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.

  3. Query information about calls requiring callback.

    1. Click the Callback Record Query tab to view information about calls requiring callback in the tenant space. Only data generated within seven days before the current time can be queried, and the query time range cannot span days.
      Figure 3 Callback Record Query
      • You can query calls requiring callback in the tenant space based on the start time and end time.
      • By default, the list displays information about calls requiring callback in the tenant space on the current day, including the call SN, customer number, access code, skill queue name, and waiting duration.
    2. Click to refresh real-time data.
    3. Click to set the table header.

      • Click or to deselect a column.
      • Drag a selected column to change its sequence.
      • 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.

  4. Query information about inbound calls.

    1. Click the Incoming Call Record Query tab to view information about inbound calls in the tenant space. Only data generated within seven days before the current time can be queried, and the query time range cannot span days.
      Figure 4 Incoming Call Record Query
      • You can query inbound calls in the tenant space based on the start time, end time, call release cause, whether manual service is requested, and whether the call is answered.
      • By default, the list displays information about inbound calls in the tenant space on the current day.
    2. Set data filter criteria.
      • Click Advanced Search, enter a call release cause, set whether manual service is requested, and set whether the call is answered, and click Search to filter detailed data.
      • Click to refresh real-time data.
    3. Click to set the table header.
      Figure 5 Incoming Call Record Query - Column Configuration
      • Click or to deselect a column.
      • Drag a selected column to change its sequence.
      • 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.

  5. (Optional) On the Callback Record Query or Incoming Call Record Query page, export the queried data to the local PC.

    1. Click and enter a compression password based on the password requirements. Click OK. An export task is created.
      Figure 6 Export
    2. Click , select the export task whose Status is Success based on the export time, and click download to download the exported data.
      Figure 7 Export task view

    Data files can be exported only in the integration environment.

Parent topic: Monitoring Management