Help Center/ Cognitive Engagement Center/ User Guide/ Inspector Guide/ Performing Agent Monitoring and Inspections/ Report Query/ VDN Traffic Report
Updated on 2025-01-23 GMT+08:00
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VDN Traffic Report

Procedure

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

    Figure 1 VDN Traffic 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

      Total system inbound calls

      Total number of system inbound calls (excluding internal inbound calls).

      Successful system inbound calls

      Number of successful system inbound calls, including the calls during IVR voice playback, queuing, ringing at agent voice terminals, and agent answering (excluding internal inbound calls).

      System inbound call success rate (%)

      Percentage of successful system inbound calls to total system inbound calls.

      Failed system inbound calls

      Number of failed system inbound calls = Total number of system inbound calls – Number of successful system inbound calls

      IVR inbound calls

      Total number of inbound calls connected to the IVR.

      Connected IVR inbound calls

      Number of IVR inbound calls whose call duration is greater than 0.

      IVR inbound call connection rate (%)

      Percentage of connected IVR inbound calls in IVR inbound call requests.

      Pure-IVR inbound calls

      Number of inbound calls that are processed only by the IVR and do not request manual service.

      Successful pure-IVR inbound calls

      Number of successful inbound calls processed only by the IVR, that is, number of successful inbound calls that are not processed by any agent.

      Pure-IVR inbound call success rate (%)

      Percentage of calls processed only by the IVR to total inbound calls.

      Pure-IVR inbound call success rate = Successful pure-IVR inbound calls/(Successful pure-IVR inbound calls + Number of agent answered calls) x 100

      Manual inbound calls

      Total number of inbound calls requesting agent services.

      Manual request rate (%)

      Percentage of inbound calls requesting manual service to total inbound calls.

      Manual request rate = Number of manual inbound calls/(Number of manual inbound calls + Number of pure-IVR inbound calls) x 100

      Agent answered calls

      Number of calls successfully answered by agents.

      Manual inbound call success rate (%)

      Percentage of agent answered calls to manual inbound calls.

      Manual success rate in total inbound calls (%)

      Percentage of agent answered calls to total inbound calls.

      Manual success rate in total inbound calls = Number of agent answered calls/(Number of successful IVR inbound calls + Number of agent answered calls) x 100

      Called agents

      Number of agents who receive inbound calls.

      Agent calls

      Number of incoming calls assigned to each agent during the selected time period.
    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.

Parent topic: Report Query