VCC Traffic Report by Access Code

Procedure

1. Sign in to the AICC as a tenant administrator or an inspector and choose Report > VCC Traffic Report by AccessCode to query VCC traffic report data by access code.
   Figure 1 VCC Traffic Report by AccessCode
   
   • 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.

   • OU selection:
     • If the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, OUs that can be selected are subject to the configured permissions.
       • Accounts without the View All Organization Data permission under System Public Permissions configured:
         • If the Viewing and Editing Home Organization Data and View Lower-Level Organization Data permissions under System Public Permissions are not configured, only the OUs specified by Accessible Organizations configured on the Employee Info/Organization Unit page can be selected.
           

           If accessible OUs are configured both on the Employee Info and Organization Unit pages, the permissions on the accessible OUs configured on the Employee Info page take precedence.

         • If the Viewing and Editing Home Organization Data permission under System Public Permissions is configured, the data under the OU (excluding sub-OUs) to which the current business account belongs can be viewed.
         • If the View Lower-Level Organization Data permission under System Public Permissions is configured, the data under the sub-OUs of the OU to which the current business account belongs can be viewed.
       • Accounts with the View All Organization Data permission under System Public Permissions configured: All OUs can be selected.
       • Operations supported for OU selection:
         • Include Sub-Organizations: When this option is selected, the sub-OUs of selected OUs are selected by one click.
       • The number of OUs that can be selected is specified by the value of the system parameter Maximum number of OU organizational unit queries on the Configuration Center > System Management > System Parameter > System parameters > Unified Public Configuration > Common page.
     • If the preceding tenant parameter is set to No, the Select OU parameter is hidden.
   • Called Number: Fuzzy search is supported. The value is a number of at least three digits. In chart mode, the value can contain fewer than three digits.

     After the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, only access codes under the selected OUs can be selected.

   • User Level: The options are existing customer levels of the VCC 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 as follows:
     • Web
     • WhatsApp
     • LINE
     • WeChat
     • Facebook
     • X (Twitter)
     • Email
     • SMS

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

      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 calls connected to the IVR. This indicator does not apply to multimedia scenarios.
      Connected IVR Inbound Calls	Number of IVR inbound calls whose call duration is greater than 0. This indicator does not apply to multimedia scenarios.
      IVR Inbound Call Connection Rate (%)	Percentage of the number of connected IVR inbound calls to the number of IVR inbound call requests. This indicator does not apply to multimedia scenarios.
      Pure-IVR Inbound Calls	Number of inbound calls that are processed only by the IVR and do not request manual service. This indicator does not apply to multimedia scenarios.
      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. This indicator does not apply to multimedia scenarios.
      Pure-IVR Inbound Call Success Rate (%)	Percentage of the number of calls processed only by the IVR to the total number of inbound calls. Pure-IVR inbound call success rate = Number of successful pure-IVR inbound calls/(Number of successful IVR inbound calls + Number of agent-answered calls) x 100. This indicator does not apply to multimedia scenarios.
      Manual Inbound Calls	Total number of inbound calls requesting agent services.
      Manual Request Rate (%)	Percentage of the number of inbound calls that request manual services to the total number of 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 dialog box 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.