Help Center/ Cognitive Engagement Center/ User Guide/ Inspector Guide/ Performing Agent Monitoring and Inspections/ Report Query/ IVR Traffic Report by Access Code
Updated on 2023-10-12 GMT+08:00
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IVR Traffic Report by Access Code

  1. Sign in to the AICC as a tenant administrator or an inspector and choose Report > IVR Traffic Report by AccessCode to query IVR traffic report data by access code.

    Figure 1 IVR Traffic Report by AccessCode
    • 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 list boxes support search and filtering.

    • Access Code: Fuzzy search is supported. The value is a number of at least three digits. In chart mode, the value can contain fewer than three digits.
    • 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

      IVR inbound calls

      Total number of inbound calls made using the IVR.

      Connected IVR inbound calls

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

      IVR inbound call connection rate (%)

      Percentage of the number of connected IVR inbound calls in the number of IVR inbound call requests.

      Successful pure-IVR inbound calls

      Number of successful inbound calls processed only by the IVR, that is, number of successful inbound calls that are not processed by any agent.

      Pure-IVR inbound call success rate (%)

      Percentage of the number of calls processed only by the IVR in the total number of inbound calls. Pure-IVR inbound call success rate = Successful pure-IVR inbound calls/(Successful pure-IVR inbound calls + Number of agent answered calls) x 100

      IVR Short Calls Num(Within 3s)

      Number of calls whose IVR duration is greater than 0 and less than or equal to 3 seconds.

      Total IVR Service Time(S)

      Total IVR call duration. If a call is connected to the IVR for multiple times, the IVR service duration is the total IVR call duration.

      Average IVR Inbound Call Duration(S)

      Average IVR inbound call duration = IVR inbound call duration/Number of connected IVR inbound 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