Help Center/ Customer Engagement Center/ User Guide/ Tenant Administrator Guide/ Robot Management and Configuration Guide/ Configuring an Intelligent Robot/ Other Operations/ Managing the Call History/ Querying the Call Statistics Dashboard
Updated on 2025-11-07 GMT+08:00
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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.

Prerequisites

You can view call statistics when either of the following conditions is met:

  • The system parameter CALLDASHBOARDREPORTRECORDSWITCH has been set to On.
  • The system parameter CALLDASHBOARDREPORTRECORDSWITCH has been set to Bot-level control, and the call statistics function has been enabled when a robot is created.

Procedure

  1. Choose Configuration Center > Chatbot Management > Flow Configuration.
  2. Choose System > Historical Call and click the Call Statistics Dashboard tab.
  3. Set the search criteria.

    • If you select By hour, the date and robot access code are mandatory.
    • If you select By day, the robot access code is mandatory.

  4. Click .

    By hour: The hourly statistics of the access code on the specified day are queried.

    By day: The daily statistics in the last 30 days are queried.