CLOVA AiCall statistics

Available in Classic and VPC

View CLOVA AiCall statistics

After you complete the Contact Center configuration and the service goes live, you can view the overall operational status of Contact Centers running in the CLOVA AiCall service.

View Contact Center statistics

You can view key call metrics for Contact Centers built using the CLOVA AiCall service. To help you manage Contact Center scaling flexibly based on customer service demand, the service provides statistics by Contact Center, including the number of calls, call duration, service usage time, and the number of channels used for Contact Center operations.

1. In the NAVER Cloud Platform console, navigate to > Services > AI Services > CLOVA AiCall > Usage.
2. Select the Contact Center and the time range for which you want to view key metrics.
   
   • You can set the time range by selecting the start and end date and time. If you do not select a time range, the default range is from 00:00 on the current day to the current access time.
3. You can view the service usage of the selected Contact Center based on the registered metrics items, including the (number of calls, call duration, service usage time, and number of channels).
   
   • Number of calls: Displays the number of calls by hour or by day
   • Call duration: Displays call duration by hour or by day, broken down by mobile phone, internet phone, and landline calls (available only for the Outbound service type)
   • Service usage time: Displays service usage time by hour or by day
   • Number of channels: Displays the number of channels used for Contact Center operations by hour or by day

View agent statistics

You can view the operational status of the Contact Center, along with call duration and number of calls for each registered agent.

1. In the NAVER Cloud Platform console, navigate to > Services > AI Services > CLOVA AiCall > Contact Center.
2. In the Contact Center list, click [Run builder] for the Contact Center to manage.
3. In the upper-left corner of the interface, click the name of the Contact Center.
   • Go to the Contact Center dashboard interface.
4. You can view status information for the selected Contact Center based on registered metrics items, including(Agent, Phone numbers, Channels, Active campaigns) as well as information about sessions currently in progress.
   
5. To view details for sessions in progress in real time, click the sessions with keywords and active sessions.
   • Sessions with keywords: Click the number to go to Real-time call list > [Sessions with keywords] then view the details.
   • Active sessions: Click the number to go to Real-time call list > [Active sessions] and then view the details.
   • Agent: Displays the number of registered agents
   • Phone number: Displays the number of issued phone numbers
   • Channel: Displays the number of channels in operation
   • Active campaigns: Displays the number of active campaigns (available only for the Outbound service type)
6. To view key call metrics for a specific Agent, select the agent name and the time range.
   • You can set the time range by selecting the start and end date and time. If you do not select a time range, the default range is from 00:00 on the current day to the current access time.
7. You can view the service usage of the selected Agent based on the registered metrics items, including(call duration, number of calls).
   
   • Call duration: Displays call duration by hour or by day, broken down by internet phone, mobile phone, and landline calls (available only for the Outbound service type)
   • Number of calls: Displays the number of calls by hour or by day