Managing the Call History

Tenant administrators can query and manage historical customer service call records.

• Querying the Call History
  An agent can view historical calls and their details.
• Querying the Call Statistics Dashboard
  An operator can view robot call statistics, including the number of inbound calls, number of calls disconnected without consulting the robot, number of calls transferred to agents without consulting the robot, number of calls that consult the robot without transferring to agents, number of calls transferred to agents after consulting the robot, net self-service resolution rate of the robot, number of dialog rounds, average number of dialog rounds, total number of interface invocations, number of successful interface invocations, and interface invocation success rate.
• Querying the Service Capability Dashboard
  An operator can view robot service capability statistics, including the total number of replies, number of successful replies, number of unknown replies, success reply rate, total amount of feedback, amount of satisfied feedback, and satisfaction rate.
• Querying the Knowledge Dashboard
  An operator can view the robot knowledge statistics, including the valid knowledge statistics and hit knowledge distribution.