Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Making Intelligent Outbound Calls/ Managing Outbound Call Task Reports/ RBT Recognition
Updated on 2024-10-12 GMT+08:00
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RBT Recognition

When an agent executes an outbound call task, a large amount of failed outbound call data may be generated. The agent may be unable to record and analyze the failure causes due to heavy workload. In this case, a tenant administrator can use the RBT intention recognition function for intention recognition. After outbound call failure results are automatically recognized, they are saved to an RBT report which the tenant administrator can use for analysis.

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Outbound Call > RBT Recognize.

    Figure 1 RBT Recognize
    • Start Time: Set the recording start time for query.
    • End Time: Set the recording end time for query.
    • Customer number: Enter the called number of a customer.
    • Status: Select To be confirmed or Confirmed.

  2. After the start time and end time are selected, query data. (The end date cannot be earlier than the start date, and the date range cannot cross months.)
  3. Click Advanced Search. Enter the outbound call number or select a status from the drop-down list and click Search.
  4. View RBT recognition results. Click Play to play the record of a CDR.
  5. Click Business Result. If the business result of the current data is edited, the updated business result is displayed in the list.