Help Center/ Cognitive Engagement Center/ User Guide/ Inspector Guide/ Performing Agent Monitoring and Inspections/ Report Query/ Interval-based VDN Traffic Report
Updated on 2023-10-12 GMT+08:00
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Interval-based VDN Traffic Report

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

    Figure 1 Interval-Based VDN Traffic Report
    • Statistical Step: The options are 15 minutes, 30 minutes, and 1 hour. The default value is 15 minutes.
    • Start Time: Only data of the last seven days can be queried. The time range cannot exceed one day.
    • End Time: Only data of the last seven days can be queried. The time range cannot exceed one day.
    • 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 Messenger, Twitter, New message, Email, and SMS.

  2. Filter indicators.

    1. Click Set Table Header. The Filter Indicator page is displayed.
      Figure 2 Filter Indicator dialog box
      Table 1 Indicators in the Filter Indicator dialog box

      Indicator

      Description

      Inbound calls

      Total number of inbound calls in the VDN. The value is the sum of manual inbound calls and inbound calls automatically made using the IVR.

      Connected inbound calls

      Number of connected inbound calls. The value is the sum of connected manual inbound calls and inbound calls automatically connected using the IVR.

      IVR inbound calls

      Total number of calls connected to the IVR.

      Connected IVR inbound calls

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

      Manual inbound calls

      Number of inbound calls assigned to skill queues or agents.

      Connected manual inbound calls

      Number of manual inbound calls connected to agents, which is the number of manual inbound calls whose call duration is greater than 0.

      Outbound calls

      Number of manual and automatic outbound calls in the VDN. The value is the sum of manual outbound calls and outbound calls automatically made using the IVR.

      Connected outbound calls

      Number of automatic and manual outbound calls that are answered by called parties. The value is the sum of connected manual outbound calls and outbound calls automatically connected using the IVR.

      Pure-IVR outbound calls

      Number of outbound calls made only by the IVR.

      Connected pure-IVR outbound calls

      Number of connected pure-IVR outbound calls whose IVR device occupation duration is greater than 0.

      Manual outbound calls

      Number of manual outbound calls made by agents.

      Connected manual outbound calls

      Number of manual outbound calls connected to users, which is the number of manual outbound calls whose call duration is greater than 0.

      Inbound call connection rate (%)

      Percentage of connected inbound calls to total inbound calls.

      IVR inbound call connection rate (%)

      Percentage of connected IVR inbound calls to total IVR inbound calls.

      Manual inbound call connection rate (%)

      Percentage of connected manual inbound calls to total manual inbound calls.

      Outbound call connection rate (%)

      Percentage of connected outbound calls to total outbound calls.

      Pure-IVR outbound call connection rate (%)

      Percentage of connected pure-IVR outbound calls to total pure-IVR outbound calls.

      Manual outbound call connection rate (%)

      Percentage of connected manual outbound calls to total manual outbound calls.

      Average inbound call duration in VDN (s)

      Average inbound call duration in the VDN. The value is the total inbound call duration divided by the number of inbound calls.

      Average outbound call duration in VDN (s)

      Average outbound call duration in the VDN. The value is the total outbound call duration divided by the number of outbound calls.
    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