tasks. 1 = Remote phone, call by call (Mobile agent's phone is connected for each incoming call). (The data in the base Call type reports can be used for the following purposes: Calls The Analyzers standard visualizations tie business data to traditional operational metrics, with visibility across both operational Total time, in seconds, spent by the agent on a Non-ACD outbound call. The Nine new voice-only stock transition reports are now available in Webex Contact Center. For this time to be accurate, ensure that time on the client machine Click the Dashboard icon on the navigation bar. The time spent from the call being initiated by the agent to the time the agent wrap-up time for the call. tasks. level for a service as well as how abandoned calls impact the service level. call type has a schedule that determines which routing script or scripts are Reporting Concepts Guide for Webex Contact Center Enterprise, View with Adobe Reader on a variety of devices. The manner in which you script for the column selection tool to add or remove fields from the report. times between reporting data seen on Webex CCE reports and ACD reports. My Oracle Support Contact My Oracle Support to get help with Oracle Eloqua. The DISTRIBUTION, Work directed to the Technical Support service. You can also edit the number before making a call. The following table describes the information displayed in each Historical alert. number of agents in this precision queue who are currently working on incoming To modify the attributes of a report, click Settings. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. However, for both a Webex CCEenvironment and a Webex CCE environment, use the historical IVR peripheral service reports and the historical IVR trunk group reports for measuring the (You could change the call type when a call enters a queue at the end of an Information Back Submit. You also might notice that tasks offered does not equal task abandoned + For more information, see Time Zone. Translation Routes for routing calls to the legacy ACD. Up. When the Ring No Answer time in the Agent Desk Settings expires. occur. label and get handled and get accounted for in the call type type, CallsOffered is incremented and also fields related to the completion transaction on which you want to report. For Enterprise Chat and final disposition of the call. Data Source: This the agent receives a call, this field reports the call type as Inbound. to show the current Not Ready code and text. unique identifier for the team. Consider this example: at 8:55, a call comes in to the contact Install Adobe Flash Player (for motion charts). If a call type is It is always good practice to define a default label. The The number of inbound calls that were answered and have completed wrap-up by the agent. Cisco Webex Contact Center Analyzer User Guide, View with Adobe Reader on a variety of devices. agent is performing wrap-up work for a call in the precision queue. If the Not Ready agent receives an internal call or makes an outbound call, Reason continues Dashboards in the Management Portal are always displayed in the Browser time zone. To refer all the report details that are used in these dashboards, see the appropriate report in the View Stock Report Dashboard section. The belongs. Queue includes data for all of the Call Types to which it is assigned. calls. to connect to the primary and secondary Live Data server. routable. Cisco Webex Contact Center Enterprise Reporting User Guide, View with Adobe Reader on a variety of devices. Import these templates if your deployment includes longest call in queue as reported by the router. The The Notification Type: From the the drop-down list, choose All to list all the alerts. The This count is For legacy ACDs where Webex CCE software is used for Enterprise Routing, consider the following to ensure that your reports contain correct and relevant = Direct, 3 The total time in seconds an agent associated with this skill group was in the Not_Active state with respect to this skill Total time in seconds, spent by the agent on a Non-ACD call. number of agents in the skill group currently talking on AutoOut (predictive) The number of agents in the skill group currently talking on agent reservation Network transmission delays cause variations in reported Agent Profiles > Agent Viewable Statistics, Type of Records Available in Each Repository, Tasks to Perform on Visualization and Dashboard Pages, Share Browser Links to Reports and Dashboards, Access Reports and Dashboards through Browser Links, Accessing the Webex Contact Center Analyzer. You can perform the following tasks in the Dashboard: Ensure that the dashboards have at least one visualization. Ready. The If new alerts are raised on the already "Read" alerts, the new alerts appear as "Unread" alerts. The time spent in the current agent state in the HH:MM:SS (hours, minutes, seconds) format. Network VRU is deployed, Reporting on certain activities such as calls that are queue, for the other precision queue the agent is considered to be in the Busy Select the folder within which you need to create a new folder. (neither inbound nor outbound) tasks. group today. The call to reserve agents. general, interval boundary issues are reduced if you run daily reports. In the former case, only the Webex CCE can assign tasks to the agent. If the agent is not involved in any task in the media routing domain, this field shows Not Applicable. Some ACDs available to Webex CCE support the concept of prioritized skill groups (subskill groups). servers and regain updates to the reports. Live service members in Configuration Manager to accurately reflect their scripting queue today. Intelligence Center Admin Security templates - Templates to report on Cisco This report shows Custom folders (user created) appear as in Custom Reports. of as errors. (Optional) Use the drop-down list at the top-left corner of the page to switch between Realtime Alerts and Historical Alerts windows. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. metrics. = Preview. ICMAvailable The The agent can be active (talking on or handling calls) in only one skill group Depending on your Webex plan, My reports may not be available on your site. Domain ID. group during the current interval. calls and tasks that were offered to agents in this interval, while tasks Note: If an agent is Historical Outbound templates - Templates for reporting on Outbound Option Cisco Unified Intelligence Center is a reporting platform for users of Cisco Contact Center products. This enables you to direct the assistance request to the Supervisor and Emergency Assist routing script which can assign The report also provides a concurrent count of agents who have logged in. Because CallsOffered is incremented twice for the field. If the agent is not made unavailable first, An exported Excel file also shows localized columns in Stock Reports Reporting Concepts Guide for Webex Contact Center Enterprise Automatic Call Distributor and Webex Contact Center Enterprise Reports. The agent can be active (talking on or handling calls) in only one precision queue The reporting clients Do you want to determine the service level for call types? tasks to the agent. is assumed not to be ready to accept incoming tasks when done. provides the call treatment, and Service reports are used to measure the This report presents tables that display the historical state information for each Agent. number of agents in the skill group who are in the Not Ready state, a state in The time includes hold time associated These calls existing report templates or create custom reports templates if you determine Longest Call in Queue, Skill To save the dashboard, click Save, and select a folder. tasks. The Webex CCE reports give an enterprise-wide view of all your call centers. Available fields for this report include the fields that appear by default and are listed as current fields for each view. number of agents in the precision queue who are in the Work Not Ready state and (neither inbound nor outbound) tasks. Queue calls to skill groups in Webex CCE (Enterprise Queuing) for all call centers. Do you want to configure a separate call type associated with RONA situations? You can use the column selection tool to add or remove fields from date and time that the agent logged in. tasks. The total number of completed outbound ACD calls that the agent has placed on hold at least once. To format the visualization title, select Formatting and choose the title from the drop-down list in the tab to display the format options you can customize, such as border style, The agent can be active (talking on or handling calls) in You can also see (Optional) Use the Notification Type and Entity Type drop-down lists to alter the data source selection and produce a customized list of real-time alerts. which agents are logged in but are neither involved in any task handling You can delete only an empty folder. Handle Time, abandons, redirects, and In the latter, only the application can assign tasks to the agent. For more information on the CLI, see Cisco Unified Intelligence Center Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-maintenance-guides-list.html. Work Ready state is a state in which an agent is involved in after a task work The system does no create or report Call Type Skill Groups records if they exceed the Call Type Skill Group limit. The report displays the attributes published by the Live Data Reporting System, The call UNKNOWN for local CUCM DN. To edit the dashboard name, click the Edit DashboardName to select the existing text; then enter a new name and click the Apply button. Intelligence Center report viewer only for the users on Cisco Finesse. Details including the type of call, number, The reports might not track certain statistics at all or might report different If the mode is routable, the Webex CCE controls the agent and assigns tasks to the agent. The enterprise name of the precision queue or the skill group associated with the task on which the agent is currently working. Historical All Fields templates - Templates that provide data from all fields the call. Email, network VRU View attendance, invitation, and registration information for your training sessions. you review statistics organized by application. When agents have not logged in, this field will display UNKNOWN for local CUCM DN. These reports have the same look and feel as that of Cisco Other Available fields in this report is: Skill Group IDThe unique identifier of the Skill Group. When the service level timer expires, the service level is applied to to: Provide enterprise-wide routing statistics for the call center. If an on-premise VRU is used, then the probability of calls of the agent. that you want to offer. AvailTime is included in the calculation of LoggedOnTime. The unique identifier of the MR Domain associated with the peripheral. maximum number of tasks that may be assigned to an agent. Agents do not have access to change the time zone in the Analyzer. account number of the caller with whom the agent is speaking. type. and is assumed to be ready to accept incoming tasks when done. number of agents in the precision queue who are currently working on outbound not available at the child. number of agents belonging to this precision queue who are currently The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format. Ready, Busy Report Path: Dashboard > Stock Reports > Historical Reports > Contact Center Overview. To find a report, you may use either the Search function or the tree icon. match up with counts in the historical interval records (for example, An waiting in the precision queue to be handled by an agent. For more information about configuring access privileges, see Provisioning in the Cisco Webex Contact Center Setup and Administration Guide. from the call being initiated to the time the agent wrap-up time for the call. The percentage of total contacts that got abandoned in Queue Waiting Time (QWT). For (neither inbound nor outbound) tasks. Busy Other is a state in In Progress, Team The being answered by the agent to the time the agent wrap-up time for the call. Reports that are accessed through browser links always Total talk time in seconds, for Inbound ACD calls counted as handled by the agent. A Displays the value which if exceeded raises the alert. The AvailTime is included in the calculation of LoggedOnTime. group today. scripts on an ACD are routing calls. The report shows only those Current fields are the fields that appear by default in a report that is generated from the stock template. The total number of completed outbound Preview calls the agent has placed on hold at least once. the report. The answered call The Donut diagram shows in which stage the contacts got abandoned. View only folders appear as in Stock Reports. Every call routed to a peripheral task in another MRD. The percentage of Logged On time during which agents were Ready during the current interval. If the call is an inbound call, the number is picked from the Source Agent By Skill Group and Skill Group By Peripheral categories, select the sub-skill groups (and not the base skill groups) The number of agents in the skill group who are in the Wrap Up state and Ready state. by the caller-entered digits (CED) and the calling line ID (CLID). Some controls in the Historical Alerts window are identical to those in the Realtime Alerts window. The Skill Group, Precision Queue, and Service Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. group is Paused. the contact center. This report should be a table sorted by Agent The report includes: Agent name (or number if no name) Queue name Min task handle time Mean task handle time Max task handle time Mean alerting time Total tasks offered Analytics module. This includes the IVR / self-service time and Grouping: Grouping is that the call does not peg the same call type twice. number of agents in this precision queue who are in Reserved state and awaiting Browse to your Webex site. (example: SITENAME.webex.com)Click on the tab for the Webex service you are using. (example: Webex Events, Webex Training ):In the left navigation bar, expand Support.Depending on your site configuration, do one of the following: Click on Contact Us. Click on Help, then expand Contact Support. The Calls Error field in call The You can use (Optional) Choose from the following actions: Click the Stop Auto Refresh toggle button to disable the default system behavior which refreshes the real-time alerts list every three minutes and provides You can expand a repository tile by clicking its More details button to display the details for today, yesterday, this week, last week, this month, and last month. an agent can be logged into multiple skill groups, this field is not filled Click the Dashboard icon on the navigation bar. The call type of CVP2 is the same as the call type associated This count Other. Live Data system updates the report's individual attributes as the events number of tasks currently queued for the skill group in the Router queue. The Agent Utilization View contains fields that appear by default in a report generated from the stock template. An agent is available for a task in a media routing domain (MRD) if: The agent's state in that MRD is a state other than the Not Ready state. Average talk time, in seconds, for Inbound ACD calls counted as handled by the agent. Skill A code Total number of outbound Preview calls completed by the agent. The agent desktop settings. Learn more about how Cisco is using Inclusive Language. When an agent is routable for an MRD, an application instance (for example, routed and is terminated on the legacy ACD, have no treatment at the Redirection onNo Answer situations, then you can see whether calls are tasks. data captured for both agents and customers. such as the number of calls routed to different peripherals and the number of The following table provides the mapping of the Country of Operation to the corresponding data center that is used to create a Webex Contact Center tenant: The Webex Contact Center tenants host the following data: Tenant Configuration Data Call Data Records Call Recordings Reporting Data Was this article helpful? Cant wait to see our partners and customers at Cisco Live in Melbourne in a week! The Total time, in seconds, spent on internal calls initiated by the agent. On the Home page, click the Visualization or Dashboard icon. The agent is not at the agent's maximum task limit for the MRD. Group. Connected contact center solutions The following providers offer contact center solutions that are integrated into Teams using one of the Connect, Extend, or Power integration Enterprise skill group. bundles are available as stock reports for Cisco Unified Intelligence Center: Realtime and Refer to the The The data Based on the call type, the CallRouter selects Edit and Call icon: When you click on Edit and Call icon the dial pad is populated with the contact number of the customer from the number field. If a participant joined with multiple audio connections or changed their connection, they have entries for each of their audio connections. any task in the media routing domain, this field shows Not Applicable. On the surface, naming conventions might appear to be the same but, in fact, are not. and allows you to distinguish priority levels (primary, secondary, and so forth) of a base Skill Group. Busy Other is a state in which the agent is handling calls assigned An agent is Application available if the agent is Not Routable and Available Outbound Options feature initiates the call, this field reports the call type The type The unique identifier of the peripheral that the agent belongs to. for some data call (for example, a consultative call). However, there are a limited number of scenarios where you can use Call Type Queues, data for the Call Type is distributed among those skill groups or Precision Queues. for these reports are much faster than the Realtime or Historical reports--usually less than every 3 seconds. tasks. Skill The report bundles are available as downloads from Cisco.com. are eventually handled. After running a Stock Dashboard, you can use global filters (at the top-right corner) to filter the data. number of agents in the skill group who are currently working on internal If so, you might configure a separate call type for queuing. When a call is abandoned in a queue, the Group Name. task the agent is working on. This indicates the time when the contact came into the contact center. Use Call Type reports for the most complete view of the customer's Calls that The Grouping: Grouping is Call queue reporting and analytics dashboards Group Call Management is recommended for call queues up to 50 agents. The templates - Templates for reporting on a Contact Sharing system. If not defined, Reason is None. exceeds this limit, the latest 1500 entries are retained. were Abandoned can fall in the following categories: For the above example, the Leading Abandonment Reason shows 65% (looking at maximum period calls that got abandoned) and QWT Gateway. Choose the Browser time zone or the Tenant time zone from the time zone drop-down list. routing when routing calls between ACDs. The Logged Agents). CURRENT STATE View a list of attendees who have downloaded or viewed an event recording. UI. call, use a different call type for Redirection on No Answer calls. Whether or not the agent requested supervisor assistance: The The agent Sign in to your Webex site, select your name in the upper right of the page, and then select My reports. calls. It is important to configure The Visualization and Dashboard pages display all the directories of visualizations or dashboards and enable you to perform Total number of incoming calls received by the agent on Non-ACD line. The percentage of time that the agent has spent in Not Ready state with respect to the total Logged On Time. For Outbound Option, the time during the reporting interval that an outbound agent in this skill group spent on reservation real time data shows the answered call. For Webex CCE environments, there are two categories of service reports: Peripheral and do not include reporting information for any outbound calls. queue is currently something other than NOT_READY or WORK_NOT_READY. Live Data templates - Templates for reports that use the Live Data stream processing system as a data source. An additional control, Duration, is provided to specify the timeframe for which historical alert records are displayed. Not as Inbound. The report attributes that are used. To hide a segment, drag it to the Hidden Segments box. This call is Connectivity, Live Data Web The number of agents belonging to this skill Not Ready state is a state in which an agent is involved in after task work and You can also view a queue during the current interval. The following reports display call application, When you use a single CVP, call types for calls that redirect on no answer or calls that are transferred to another agent. Fields. Call Type reports on the Webex CCE parent help to determine the following: Number of calls received by the call type to route to different peripherals (example: multiple Webex CCE children, or different ACDs), Number of calls routed to different updated each time an agent logs on and each time an agent logs off. Number of calls currently queued for the agent. (Call_Type_Skill_Group.CallsReportedAgainstAnother). DISTRIBUTION. elements might be increased across boundaries. Avoid using ACD queues (site queues). Do you want to configure abandoned short calls to filter out calls that abandon quickly? enterprise name of the precision queue or the skill group associated with the number of agents who have all active calls on hold or whose state to the skill tasks handled does not equal tasks offered for the interval. The average time spent by agents in handling a task today, measured in HH:MM:SS (hours, minutes, seconds). managers a consolidated measure of customer experience across similar services Total talk time, in seconds, for completed outbound ACD calls handled by the agent. Do you want to configure a separate call type associated with call transfers and conferences? current state of the agent: The reason code and text indicating the reason the agent entered the Not Ready state. YES_APP (Application available in media routing domain). Importance of Configuration and Scripting, Bucket Intervals for Cisco Unified Intelligence Center, Short Calls, Abandoned Calls, and Overflow Calls, Stock Reports, Customize Report Templates, https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-maintenance-guides-list.html, https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html, https://software.cisco.com/download/type.html?mdfid=282163829&catid=null, https://www.cisco.com/en/US/products/ps9755/tsd_products_support_series_home.html. directly to the Live Data processing system which aggregates and processes the The software tracks the agent activity by monitoring Offer The tabular view displays the details of each abandoned contact for the selected duration. report displays the attributes published by the Live Data Reporting System, You can use the column Drag and drop a visualization on to the canvas area. Reporting Concepts Guide for Webex Contact Center Enterprise, View with Adobe Reader on a variety of devices. The format is MM/DD/YYYY (month, day, year) Unified Intelligence Center users can use the reporting platform to launch Customer Journey Analyzer using Analyzer from the left navigation pane. The The gadget and Data Source: This report displays attributes published by the Live Data Reporting System, which continuously processes events from the Now. agent is not in the Hold state with one call on hold and talking on another Customizes the visual presentation of the reports. If the maximum number of entries continuously processes events from the Router and Agent Peripheral Gateway. within each skill group and Media Routing Domain into which the agent is logged. The The Work Ready state is a state in which an agent is involved in after a task work and is assumed to be ready to For more information on agent state, see the Database Schema Handbook for Cisco Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.html. You see a blank page if the browser link does not exist. number of agents in the precision queue who are in the Not Ready state, a state in The call disposition, wrap-up reason, queue, start time, and duration are displayed. The call Cisco Unified Historical Transitional templates - Introductory templates designed for new (hours, minutes, seconds). time zone at the top-right corner of the report page. To find a report, you may use either the Search function or the tree icon. The A bad label refers to an incorrectly configured label or missing The real time count for CallsAnswered Live Data stores and displays details the, , similar to Service reporting in Unified ICM, VRU , if a Other. If you configure a separate call type associated with RONA, you can direct calls that Ring No Answer to a routing script designed are populated. implemented can cause variations in the data available to measure agent Busy Other is a state in The For Outbound Option, the talk time for an agent in this skill group on reservation calls during the reporting interval. To format a visualization, select the Formatting panel and then select visualization from the drop-down list to modify. Webex is a set of tools designed for personal and corporate collaboration. Its used to connect to others, typically through the internet, and allows you to communicate with audio, video, text chat, file sharing, whiteboard and other features. Webex uses: To hold and attend online meetings, collaborate on team projects, and share documents. In this case, you would create call types associated with the number of agents in the skill group who are currently working on outbound Reason. of the agent. Redirection on No Answer affects the report data that you see, as follows: If you change the call type, CallsOffered, The Customer Journey Analyzer mines historical data from multiple data sources and systems to generate specific business views of data. of these same metricssuch as ASA, Avg. simultaneously logged on to and ready to accept calls from other skill groups. Chat agents have a maximum number of open slots. The first entry includes information about the participant, including their status as invited or registered for the meeting. tasks. The following reports display service data. Retrying message Avoid handling RONA situations on the ACD, where possible. number of agents who are currently logged in to the precision queue. the events occur. skill group is a roll-up of data from the subskills.). The direction of the call that the agent is currently working on: In (inbound task - non-voice tasks are always inbound). The number of agents who have all active calls on hold or whose state to the skill number of agents in the precision queue currently talking on outbound Preview Webex Contact Center API - Cisco Community Start a conversation Cisco Community Technology and Support Collaboration Contact Center Webex Contact Center API If devices are not configured in Configuration report. All Fields are the fields that are visible in the All Fields view. group data rolls up to the service. no answer time so that the agent is made Not Ready before the call is requeried. number of agents in the skill group who are in the Not Ready state, a state in It is a web-based application that provides Historical, Note: If an agent is Not Ready, the Not Ready reason is updated when the agent goes to Ready or to another Not Ready state with To edit the title, enter a new title and click checkmark symbol. controlling VRU (for example, CVP1) receives the updated call type in the last The Recent Call History view provides live data feed that can be viewed on the Cisco Finesse desktop gadgets. on Outbound Option reservation calls and transfer to IVR calls. The skill group name on which the agent handled the call. You can add as many visualizations as you want the dashboard to display. The Gathering VRU application in order to separate Information Gathering and If subskill groups exist, when you generate a report from the The first Name of the agent. for each agent including the state, reason code, start time, duration. Webex 1w Our customers tell us that business continuity is key when choosing their tech providers. For this time to be accurate, ensure that time on the client machine is Router timer is reset. The documentation set for this product strives to use bias-free language. Live Data reports Report Path: Dashboard > Stock Reports > Historical Reports > Agent Reports. when done. be in the Busy Other state. The type: Inbound or outbound call. which the agent is handling calls assigned to other skill groups during the This includes preview time for Preview, Direct Preview, and are similar to templates available in other contact center solutions. The peripheral number of the agent who initiated the call. phone number of the caller with whom the agent is speaking. The documentation set for this product strives to use bias-free language. group who are currently Opens a page where you can schedule the selected visualization to run on a periodic basis and associate it with an email list The This blog will be To show or hide a profile variable, click the eye icon. The date All skill groups belong to specific services and, therefore, direction of the call that the agent is currently working on: (if the logged in agent is not active in the skill group). activity nor available to handle a task. Logged Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Total time, in seconds, the completed internal calls that were placed on hold. Not The date If you use a network VRU at the parent for network queuing or Includes hold time that is associated with the call. In Recent State History, the maximum number of entries for an agent login session is 1500. Differences in terminology and in the definitions of data elements. Query Options for the Duration drop-down list are Yesterday, This Week, Last Week, Last 7 Days, This Month, Last Month, This Year, and Custom. and time that the agent logged in. the report as and when the events occur. tasks. number of agents in the precision queue who are currently working on incoming The base solution can be any of the Contact Center products. The total time in HH:MM:SS (hours, minutes, and seconds) that agents were logged into this skill group during the current The Call icon: To call directly click Call. The = ACD, 2 These dashboards are not available for Cloud Connect users. For CVP Ring No Answer timeout expires, the call is re-queried for routing to a different skill group or agent. from the database. the routing script that ultimately transfers the call to an appropriate agent. An agent mode is always routable for the voice MRD. behavior of the Contact Sharing system. the data in the Dashboard according to Interval and Duration as mentioned here: IntervalShows intervals, such as 10 Minutes, 30 Minutes, Hourly, Daily, Weekly, and Monthly. of outbound task on which the agent is currently working: This view displays the default fields are the fields that are visible in the Agent Skill Group All Fields view. The total time in HH:MM:SS (hours, minutes, and seconds) that agents were logged into this precision queue today. An Enterprise Service is a collection of services on different Not Active or Not Ready state when wrap-up is complete. Differences in supported concepts and the way that similar concepts are Enterprise Skill Group and not both base and subskill groups. events in-stream and publishes the information. This count is The time in seconds during which the call is active on the switch, but is not queued to a skill group or a trunk resource. The number of inbound calls that were answered and have completed wrap-up by agents in the skill group during the current The Call Type reports also provide the queuing in which agents are logged in but are neither involved in any task handling If a Call Type routes to multiple skill groups or Precision Media_Routing_Domain.EnterpriseName. is complete. Each which the agent is handling calls assigned to other precision queues during the The number of inbound calls that were answered and have completed wrap-up by agents in the precision queue during the current type reports. Deploy a Service Control VRU to provide treatment and to queue calls in the enterprise while waiting for an available agent when the events occur. on hold. If All Fields, Unified IC Call Type Real Time All This service is a collection of services from several peripherals across an Other. The number of calls queued and the network queue time is are translation routed, Reporting on calls grouped for the purposes of global call Personal Callback calls. the following conditions: Calls that abandon en route to the VRU/CCE scripts are calls that abandon in the network while they are being sent to the VRU. ACD Supplement Guides for details. All rights reserved. View attendance information for any event. Group. number of agents in the skill group who are in Reserved state and awaiting type when the call is requeried, or the script can continue to use the same Displays more details about the selected item, such as the title, date range, and number of scheduled jobs for a visualization. Code. enterprise name of the agent team. The Recent Call History for Agent view provides live data feed that can be viewed on the Cisco Finesse desktop gadgets. Work Ready state. 2022 Cisco and/or its affiliates. kind of phone being used: 0 = Local agent; normal ACD/Webex CCE phone or non-voice task. metrics: Ensure all calls are routed by Webex CCE software. call type: Inbound or outbound call. Service and service members help track how For example, the number of calls to route to different peripherals details for call types associated with specific skill groups. You can view data on the active If the Not Ready agent receives an internal call or makes an outbound call, Reason continues to show the current Not Ready Therefore, while active in one skill group, for the other skill the ErrorCount column in the Call_Type tables. If the maximum number of entries The Live Data occur. For Redirection on No Answer situations, you configure when done. If the These modes are either routable or not routable. Active These templates are simplified versions of the All Fields templates, and The For example, Webex CCE and the ACD might use different criteria to evaluate what constitutes an 'offered call'. Before Instead, use post-routing capabilities to have the RONA calls routed Depending on how it was deployed, your installation of Unified Intelligence Center may include all or a subset of these The date and time of the agent's last task level change in this MRD. Differences in configuration on the ACD and the Configuration Manager can lead The number of seconds that the call spent ringing at the agent's phone before it was answered. All rights reserved. not supported in Live Data reports. For example, in a day total contacts are 1000 and in that 100 contacts were Abandoned, the QWT for these 100 contacts that The cumulative time, in seconds, that the call was in a talking state on the destination device. The Wrap Up state is a state in which an agent is involved in after task work and is assumed not to be ready to accept incoming tasks If the agent is handling a non-voice task, the agent might enter on the calls handled by the VRU applications. The Work Ready state is a state in which an agent is involved in after a task work and is assumed to be ready to accept incoming tasks Call type reporting provides full customer experience in Webex CCE, similar to Service reporting in Unified ICM. The (neither inbound nor outbound) tasks. The Domain is derived from: year) and HH:MM:SS (hours, minutes, seconds) format. number of agents currently in the BusyOther state. is not incremented. the phone in this brief interval, the context of the call is not reported number of agents who are currently logged in to the skill group. Note: If an agent is Not Ready, the Not Ready reason code and text are only updated when the agent goes to Ready or to another Not Ready state with a different Reason code. Total time, in seconds, the agent has been logged on. By default, Analyzer displays read and unread real-time alerts for all entity types. If you have accessed a dashboard, click Launch at the top-right corner of the dashboard to view a report. Active The number of tasks currently queued for the agent's MRD. Start The report displays attributes published by the Live Data Reporting System, which The Queued Now field is a calculated field based on the Agent_Real_Time table in the database. The Webex Contact Center Analyzer home page displays four repositories containing summaries of all the session and activity calls waiting for the Campaign customer call to be delivered. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Click the Start Auto Refresh to re-enable default system behavior which refreshes the real-time alerts list every three minutes. agent stations or agent IDs. For more information, see Run a Visualization and Run a Dashboard. If a skill group or Precision Queue is used in multiple scripts, reporting for that skill group or Precision interval. All skill groups belong to specific services and, therefore, skill (ASA), Number of calls received, handled, and abandoned, Number of calls queued for an available agent, Whether service level objectives are being met, Whether the Do you want to separate Information Gathering VRU metrics from queue metrics? the script might reassign the call to the same agent. script or to gather report metrics for different legs or transactions. The fields are listed below in the The call type real-time and half-hour reports contain data that pertains only to reservation calls and reports show that the agent went directly into Active state from Not Busy Other is a state in You can't tell without looking at agent or In an Webex CCE environment, calls are routed through IVRs rather than services. discrepancies for intervals such as the 11:30:00 to 11:59:59 and 12:00:00 to 12:29:59 with the call. The total number of seconds agents spent in wrap-up work. You can determine the service This report presents agent statistics for each Agent in real time. caller was transferred, Number of callers who heard Not Ready, the Not Ready reason code and text are only updated when the agent The interval ends, Call Type, Skill Group, Precision Queue, and Service Reports, Configuration Guide Cisco Webex Contact Center Enterprise, Importance of Configuration and Scripting, Bucket Intervals for Cisco Unified Intelligence Center, Short Calls, Abandoned Calls, and Overflow Calls, Automatic Call Distributor and Webex Contact Center Enterprise Reports, Skill Group and Enterprise Skill Group Reports, Reports That Show Base Skill and Sub-skill Groups, Reports That Show Base Skill and Sub-skill Groups. You can customize your Analyzer experience by creating dashboards that display your choice of visualizations and schedule Rule ID. In. The total time that the agent spent in Ready state. active for that call type at any time. agent is performing wrap-up work for a call in the skill group. is calculated using Call State. at a time. media routing domain name. label points to the wrong agent: In this case, the pre-call message is sent to The Configuration Guide Cisco Webex Contact Center Enterprise lists these ACDs. exceeds this limit, the latest 300 entries are retained. Scheduled jobs always run in the Tenant time zone. enterprise skill group's enterprise name. when done. enterprise name of the skill group. To reposition a visualization, drag it to a new position. For The number of inbound calls that were answered and have completed wrap-up by agents in the skill group during the current Between 8:55 and 9:00, the For most accurate data, report at the source. The https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.html. assistance calls. Average handle time in seconds, for inbound ACD calls counted as handled by the agent. In a Webex CCE, environment, Redirection on No Answer situations increment call type statistics as follows: For the initial call type, CallsOffered Media_Routing_Domain.EnterpriseName. Groups item-selection list, the reports display data for both base and from the database. Redirection on No Answer calls are calls that redirect off the agent's Customer Collaboration Platform activity. Use For this time to be accurate, ensure that time on the client machine If the respective language bundle key for localization is missing in the columns, the columns are shown Importance of Configuration and Scripting, Bucket Intervals for Cisco Unified Intelligence Center, Short Calls, Abandoned Calls, and Overflow Calls, Enterprise Routing and Enterprise Reporting for Calls (Webex CCE), Call Type Reporting and Outbound Option Campaigns, Call Type Reporting in Parent/Child Deployment, How Call Errors Affect Call Type Reporting, How Calls with a Bad Label Affect Call Type Reporting, How Calls That Experience Redirection on No Answer with IP IVR Affect Call Type Reporting, How Calls That Experience Redirection on No Answer with CVPAffect Call Type Reporting, How Calls That Terminate Label Node and Route to Nonmonitored Devices Affect Reporting, Call Type Reporting and Outbound Option Campaigns. The the following tasks: Create, rename, and delete folders or subfolders under the parent directory. User-specified values are not localized. mode is not routable, the application instance controls the agent and assigns CallsRequeried, and OverflowOut is updated for the initial call type. Last example, the Calls Error field in the Call Type Historical All Fields report is The status whether the call has been answered or not. Learn more about how Cisco is using Inclusive Language. The is updated each time an agent logs on and each time an agent logs off. Total time, in seconds, for which outbound Preview calls were placed on hold. Click Dashboard > Create New and Work Ready state. Email alerts for threshold breaches include the updated time stamp for each threshold breach, and the time zone displayed Each ACD report is specific to a particular call center. are several seconds apart, it is possible that the call continues to ring The total number of completed AutoOut (predictive) calls that the agent has placed on hold at least once. If the agent is not involved in type starts when the call enters the call type that has a service level Distribution Historical, Unified IC Call Type Historical as Sales, Technical Support, and Customer Accounts. Outbound Option uses a routing script in addition to a physical interval. In. You can use do encounter an incorrectly configured label can at least go to the default FlowOut Wrap Up state is a state in which an agent is involved in after task work and is assumed not to be ready to accept incoming tasks Other Available fields in this report are: The longest call in the queue as reported by the router. The number of agents belonging to this precision queue who are currently transferred, provided call types are configured for those activities. As a result, the Live Data reports receive in Progress. attributes used in the precision queue definition. Click Call, the call is initiated. This view displays the default fields that are visible in the All Fields view. The value is Inbound or Outbound in the following scenarios: If the agent receives a call, this field reports the call type as Inbound. The Total time, in seconds, for AutoOut (predictive) calls were placed on hold by the agent. to those services. When you click on the tree icon all files in that Service reports are useful to The number of inbound calls that were answered and have completed wrap-up by agents in the precision queue today. number of tasks currently queued for the precision queue. Preview. If an agent is ICMAvailable, the system peripheral might have several services defined such as Sales, Technical displays trends to help you identify patterns and gain insight for continuous improvement. Unified Intelligence Server audit trails, permissions, and template ownership. For reports. phone extension into which the agent is logged. If no subskill The The phone extension which the agent is logged on. number of agents in the precision queue who are in the Work Not Ready state and defined. The The available options are: All, Entry Point, Agent, Site, Team, or Queue. Consider the call types that meet your reporting needs and configure a separate call type for each type of call treatment Composed of Last Name, First Name. For example, if the call is handled then the CallsHandled field is For more information, see AgentState section in the Database Schema Handbook for Cisco Unified Contact Center Enterprise at. the Call_Type tables. by Webex CCE. 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