How to manage tasks in the Intelligent Contact Center console-Artificial Intelligence Cloud Call Service(AICCS)-阿里云帮助中心

After your script is approved, you can create a call task. This topic explains how to create tasks and view their details in the Intelligent Contact Center console.

Prerequisites

You have an approved script.
You have purchased a calling number. For more information, see Purchase and enable a number.

Create a task

Log on to the Intelligent Contact Center console.
In the left-side navigation pane, navigate to Small Model Communication > Intelligent Contact Center > Task Management and click Create Task.
On the Create Task page, set the following parameters: Call Task Name (supports Chinese and English characters and underscores, up to 30 characters), the Effective Immediately switch, Available Numbers (if no number is available, click the link to add one), Bot Script Selection, Number of AI Agents, Data Import (upload an .xlsx file with fewer than 8,000 entries per file; you can download a template), and Workday Selection. Note: Calls cannot be made from 12:00 to 14:00 and from 21:00 to 09:00 the next day.
Click OK.

View task details

On the Task Management page, click Details in the upper-right corner of a task to view its progress, including the number of calls dialed, calls answered, the average connection rate, and the average call duration. The Answer Status Statistics section displays key metrics in a donut chart. To download a report, click Request to Export Number Details in the upper-right corner. You can filter the records in the table by Call Result or Called Number.
On the task details page, you can also view individual call records, which include the calling number, called number, start time, end time, call duration, tags, call result, and hang-up party. For each call, you can click View Conversation Record to review the conversation, or click Download Recording to download the audio file. In the call records list, click View Conversation Record in the Actions column. In the dialog box that opens, you can play the recording and review the conversation between the AI agent and the user.

API

Use CreateTask to create a task.
Use AttachTask to add contacts or other details to a task.
Use StartTask to start a task.
Use StopTask to pause a task.
Use CancelTask to cancel a task.
Use ListTask to retrieve a list of tasks.
Use ListTaskDetail to retrieve the details of a task.
Use ListDialog to query conversation records.