The data overview displays overall metrics.
Differences between web-based services and voice services
The main difference between web-based services and voice services is that web-based services provide text-based customer support, while voice services provide phone-based customer support. For more specific differences, see the table below.
Web-based services (Online) |
Voice services (Hotline) |
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Product introduction |
Web-based services offer a one-stop online service solution. You can use simple configurations to create service endpoints on various internet channels. This expands customer outreach and unifies service quality management. The platform includes features such as agent management, access channels, routing settings, session records, and data reports. |
Voice services provide a communication service platform for customer contact centers that meets the needs for inbound and outbound calls. It also works with Alibaba Cloud Communications and third-party number providers for immediate number activation and use. This helps enterprises quickly build customer contact centers at a lower cost. |
Benefits |
1. One-stop platform: Supports omnichannel services, including web-based Instant Messaging (IM), audio, and video. It provides a single platform for management, service, and data analytics to simplify operations. 2. Easy deployment: You can create and customize lightweight web plugins and deploy them with one click. 3. Flexible configuration: You can manage services flexibly with comprehensive routing policies and business hour settings. |
1. One-stop number activation: Provides a request portal that connects to various number resources, such as Alibaba Cloud Communications and third-party providers. 2. Service activation in minutes: Basic call center features, such as recording and call management, are pre-configured. You can use the service immediately after activation without extra setup. 3. Elastic scaling and flexible billing: You do not need to worry about hardware. You can add or remove agents as needed. During peak business hours, Cloud Call Center automatically handles performance issues and high concurrency. |
Scenarios |
1. Quickly build online IM service channels from scratch. Examples include service endpoints on websites, DingTalk service windows, H5 pages, or apps. 2. Suitable for scenarios such as sales guidance, pre-sales consulting, and after-sales service. 3. Integrate with systems such as ticketing and Customer Relationship Management (CRM) to create a standardized service Standard Operating Procedure (SOP). |
1. New companies can quickly set up a customer service hotline for service or sales. 2. Existing hotline services can be moved to the cloud to reduce costs for hardware, research and development (R&D), and maintenance. 3. Business Process Outsourcing (BPO) providers or customer branch offices can set up new service sites. They can connect their existing CRM to the public cloud call center API. 4. Popular industries include online education (telesales), e-commerce (marketing, customer service), transportation and travel (click-to-call), finance (collections), human resources (marketing), and used car or real estate transactions. This service is also suitable for self-built call centers or Software as a Service (SaaS) providers. |
Billing model |
Monthly subscription per agent: CNY 199/agent/month (Agile Edition). |
This fee includes only the Cloud Call Center product usage fee. It does not include communication fees, system integration fees, or recording storage fees. 1. Monthly subscription per agent: CNY 199/month/agent. Tiered pricing is available for over 100 agents. This is suitable for businesses with a stable number of agents and consistent call volume. 2. Pay-as-you-go: CNY 0.0267–0.0499 per minute. Tiered billing is based on call duration. This is suitable for businesses with fluctuating call volumes and an uncertain number of agents. |
Access method |
1. Web page channels. 2. DingTalk service window. 3. Chatbot. |
1. The customer must have a customer service team with agents and a legitimate business. The business must not violate any carrier laws or regulations. 2. The customer must have sufficient operating funds to ensure stable business operations and avoid service suspension due to overdue payments. 3. Prepare the required documents for number segment application. Supports integration with existing phone lines for a one-time fee of CNY 30,000. 2. The customer must maintain sufficient operating funds to ensure stable business operations and avoid service suspension for overdue payments. 3. Prepare the required documents to apply for a number segment. Integration with existing phone lines is available for a one-time fee of CNY 30,000. |
Overall metrics for web-based services
Web-based services refer to inbound contacts from non-phone channels, such as IM or text-based online customer service. The overall metrics for web-based services provide a daily overview of service data. These metrics include inbound volume, queuing contacts, average queue time, and answer rate.
Inbound volume: The number of incoming visits received by web-based services. A high inbound volume indicates a high level of business activity.
Answered volume: The number of successfully answered sessions.
Answer rate: The percentage of successfully answered and handled customer requests. A high answer rate indicates strong service handling capacity and timely resolution of customer issues.
Queuing: The number of inbound contacts that are currently waiting in a queue. A high number of queuing contacts indicates insufficient service capacity, which may lead to long customer wait times.
Average queue time: The average wait time for contacts in the queue. The length of the average queue time reflects service efficiency and the customer's waiting experience.
Transfer-to-agent rate: This metric is displayed only when human-computer interaction is involved. Transfer-to-agent rate = Number of transfers to skill group / Inbound volume.
These metrics help businesses evaluate and monitor the operational status of web-based services. They also help identify issues and implement measures to improve service quality.
Agent work status
Agent work status usually includes the following metrics:
Total agents: The total number of agents signed in to web-based channel skill groups. This is the number of agents available to handle user requests.
Online agents: The number of agents who are currently in the online state. This is the number of agents who are actively working.
Idle agents: The number of agents who are currently in the idle state. These agents are not handling any user requests.
Agents on break: The number of agents who are currently on a break. These agents are temporarily away from their workstations.
Busy agents: The number of agents who are currently in the busy state. These agents are handling user requests.
Agent service level
Agent service level displays data related to agents signed in to web-based service skill groups. It usually includes the following metrics:
Total sessions today: The total number of sessions, including both accepted and completed, handled by agents on the current day.
Average session duration: The average duration of each session. This can be used to evaluate the communication efficiency between agents and users.
Satisfaction rate: The level of user satisfaction with the agent's service.
15-second answer rate: The percentage of user requests answered by an agent within 15 seconds. This measures the agent's response speed.
30-second answer rate: The percentage of user requests answered by an agent within 30 seconds. This also evaluates the agent's response speed.
Session volume trends
Session volume refers to the inbound volume of web-based channel services, which are mainly IM messages. You can filter the session volume by a specified date. Session volume trends usually include the following metrics:
Inbound volume: The number of sessions initiated within a unit of time. This is the number of times users start a session.
Queue abandonment volume: The number of users who give up waiting and leave the queue.
Queuing: The number of sessions currently waiting in the queue to be handled.
In progress: The number of sessions currently being handled.
Channel statistics
Channel statistics include the statistical analysis of the source and effectiveness of different channel types, not specific channel names. Web pages and chatbots are two common channels.
Agent status statistics
Agent status statistics provide a more detailed view of agent status and skill group sign-in data. This helps you better manage and schedule agent resources. For more information about source table columns, see Agent reports.
Skill group statistics
Skill group statistics refer to the statistical analysis of the usage and effectiveness of each skill group. This helps you understand the workload, efficiency, and performance of the skill groups.
Skill group statistics can include the following:
Online agents: The number of agents in the current skill group who are in the online state. This number reflects the agent resources available to handle customer requests in the skill group.
Invisible agents: The number of agents in the current skill group who are in the invisible state. Invisible agents are in the skill group but are temporarily unavailable to accept customer requests.
Agents on call: The number of agents in the current skill group who are currently on a call. This number reflects the number of agents actively handling customer requests.
Current queue size: The number of customers currently waiting in the skill group's queue. This number reflects the skill group's workload and customer demand.
Idle agents: The number of agents in the current skill group who are in the idle state. These are agents who are not handling customer requests and are available to accept new ones.
Total agents on break: The number of agents in the current skill group who are on a break. This includes agents in any custom break sub-states.
For more information about source table columns, see Skill group reports.