Agent Operation Report

Procedure

1. Sign in to the AICC as a tenant administrator or an inspector and choose Report > Agent Operation Report to query agent connection report data.
   Figure 1 Agent Operation 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 lists support search and filtering.

   • Select OU
     1. Click , select an OU in the Select OU dialog box, and click OK to save the configuration. After the saving, the Start Agent ID and End Agent ID text boxes are hidden, and the Select Agent selection box is displayed.
     2. Click to delete the selected OU. After the deletion, the Start Agent ID and End Agent ID text boxes are displayed, and the Select Agent selection box is hidden.
     

     When you have the permission to view report OUs:

     • The options are all OUs.
     • If no OU is selected, the Start Agent ID and End Agent ID text boxes are displayed.
     • After an OU is selected, the options of the Select Agent selection box are agents of the selected OU.

     When you do not have the permission to view report OUs:

     • The options are only the current OU and its lower-level OUs.
     • If no OU is selected, the current agent ID is displayed in the Select Agent selection box.
     • After an OU is selected, if you are the manager of the OU, the options of the Select Agent selection box are agents of the selected OU. If you are a common agent of the OU, the current agent ID is displayed in the Select Agent selection box.
   • Select Agent: Click to select an agent account.
   • Start Agent ID: The value can contain a maximum of five characters. If no value is entered, the search result contains the agent connection operation report data of all agent IDs in the current tenant space.
   • End Agent ID: The value can contain a maximum of five characters. The end agent ID must be greater than or equal to the start agent ID.
   • 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 work duration (s)	Total duration from the time when an agent signs in to the time when the agent signs out. Total work duration = Manual call duration + Total wrap-up duration + Total busy duration + Total rest duration + Total duration of other states + Idle duration
      Wrap-up times	Number of times that an agent enters the wrap-up state.
      Total wrap-up duration (s)	Total duration when an agent is in wrap-up state.
      Outbound call wrap-up times	Number of times that an agent enters the wrap-up state after outbound calls end.
      Outbound call wrap-up duration (s)	Wrap-up duration after outbound calls end.
      Inbound call wrap-up times	Number of times that an agent enters the wrap-up state after inbound calls end.
      Inbound call wrap-up duration (s)	Wrap-up duration after inbound calls end.
      Rest times	Number of times an agent enters the rest state.
      Total rest duration (s)	Total leave duration of an agent or duration when the agent is in rest state.
      Hold times	Number of hold times.
      Hold duration (s)	Total duration when an agent is in call hold state. The call duration of an agent includes the call hold time.
      Silence times	Number of silence times.
      Total silence duration (s)	Silence duration.
      Internal help requests	Number of internal help requests.
      Internal help request duration (s)	Duration of internal help requests.
      Busy times	Number of times an agent enters the busy state.
      Total busy duration (s)	Total duration when an agent is in busy state.
      Voice playing times	Number of voice playing times.
      Voice playing duration (s)	Voice playing duration.
      Total duration of other states (s)	Total duration when an agent is in another state, or call duration of other skills when multiple skills exist.
      Sign-in times	Number of sign-in times.
      Sign-out times	Number of sign-out times.
      Three-party calls	Number of three-party calls.
      Internal transfers	Number of internal transfer times.
      Manual transfer-out times	Number of manual transfer-out times.
      Manual-to-IVR transfer times	Number of manual-to-IVR transfer times.
      Internal calls	Number of internal calls.
      Internal call duration (s)	Internal call duration.
      Manual-to-skill queue transfers	Number of manual-to-skill queue transfers.
      Agent hang-ups	Number of agent hang-ups.
      Customer hang-ups	Number of customer hang-ups.
      System hang-ups	Number of system hang-ups.
      Number of times that an agent is suspended to transfer to the IVR	Number of times that the agent suspends the call and transfers the call to the IVR after the call is connected.
      Number of manual transfers to IVR and re-transfers out	Number of times that the agent transfers to the IVR and then transfers out.

   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.