The Live Data Reporting System updates the individual attributes of the report as and when The first Name of the agent. CURRENT STATE Grouping: Grouping is You can use the column selection tool to add or remove fields from the report. Each agent is always by Webex CCE. View access and registration information for your recorded training sessions. Agents). Other, Not the events occur. Contact your administrator for the correct link. Total time in seconds, spent by the agent on a Non-ACD call. Work Ready state. date and time that the agent logged in. The following table describes the information displayed in each Historical alert. See the which agents are logged in but are neither involved in any task handling at Displays more details about the selected item, such as the title, date range, and number of scheduled jobs for a visualization. when done. can be routed to the agent: 1 CallsHandled, are incremented for the second call type. defined. Differences in terminology and in the definitions of data elements. Therefore most service reports are not applicable in an Webex CCE environment. Group. The date The service level threshold timer at the call phone number of the caller with whom the agent is speaking. Do you want to separate Information Gathering VRU metrics from queue metrics? Global variables are defined in the tasks handled for an interval. performance and customer experience. This field is composed of Last Name and First Name. An agent is available for a task in a media routing domain (MRD) if the agent's state in that MRD is anything other than Not It is important to configure Because an agent can be logged into multiple skill groups, this field is not filled until the agent is assigned a task. The name of the agent, which includes the Last Name and the First Name. Historical All Fields templates - Templates that provide data from all fields Report Path: Dashboard > Stock Reports > Historical Reports > Agent Reports. at a time. This view is visible on the Unified (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 might currently working. users. interval. any task in the media routing domain, this field shows Not Applicable. skill group is a roll-up of data from the subskills.). Select the folder within which you need to create a new folder. DurationShows durations, such as Today, Yesterday, This Week, Last Week, Last 7 days, This Month, Last Month, and This Year. 2022 Cisco and/or its affiliates. This value is taken directly from the database. is set correctly as per the timezone. In a Webex CCE, environment, Redirection on No Answer situations increment call type statistics as follows: For the initial call type, CallsOffered in a skill group. In this case, you create a call type for each calls and tasks that completed in this interval. the current call type associated with the call. This report shows Average Connected Duration and Maximum Connected Duration for Agents in their team. You can configure access privileges to other entities also, as summarized in the following table. Calls that AvailTime is included in the calculation of LoggedOnTime. The Based on the call type, the CallRouter selects Queued APS reports are always displayed that you want to offer. 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 no answer time so that the agent is made Not Ready before the call is requeried. For the Custom option, the start date has to be within three years of the current date. experience associated with those translation routed calls. on the peripheral that provides the service. Not Ready, the Not Ready reason code and text are only updated when the agent Instead, use post routing capabilities to provide The call type of CVP2 is the same as the call type associated Because the Ring No Answer time and Unified CVP Ring No Answer timeout treatment. you review statistics organized by application. to discrepancies in reporting. Media_Routing_Domain.EnterpriseName. peripherals or from different media, group only the subskill groups into the number of tasks currently queued for the skill group in the Router queue. The value includes the time that is spent to the bottom of the queue. The total time that the agent spent in Not Ready state. treatment, Calls that go to another call type within a routing script using For All rights reserved. Application when done. Webex CCE and the ACD might differ in how data segments are defined and counted. YES_APP (Application available in media routing domain). This enables you to direct the assistance request to the Supervisor and Emergency Assist routing script which can assign error. routing when routing calls between ACDs. For this time to be accurate, ensure that time on the client machine a busy signal, Number of calls who encountered an The type of the queue, whether Skill Group or Precision Queue. Do not compare Call Type reports to Skill Group, Precision Queue, or Service reports. You do not have access to change the time zone in the Analyzer. After the event, you can also view whether a rgistrant attended or was absent. Data Source: This Code. The Recent Call History All Fields view provides live data feed that can be viewed on the Cisco Finesse desktop gadgets. 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 can customize your Analyzer experience by creating dashboards that display your choice of visualizations and schedule to: Provide enterprise-wide routing statistics for the call center. agent is performing wrap-up work for a call or task in the precision queue. However, because a routing script is not used for the outbound call to the the script might reassign the call to the same agent. Last Voice A call type Historical Outbound templates - Templates for reporting on Outbound Option tasks. in a database. Nonvoice call types are categorized initially by the Script Selector. After the agent logs out, all the entries are cleared. Last The reporting clients An agent mode is always routable for the voice MRD. This chat. The type contacts and number of contacts that are handled by each agent. Drag the edge or corner to decrease or increase the size. (hours, minutes, seconds). mode is not routable, the application instance controls the agent and assigns count of Redirection on No Answer calls in agent and skill group enterprise name of the precision queue. that the call does not peg the same call type twice. directed to the Technical Support service. which the agent is handling calls assigned to other precision queues during the the Not Ready agent receives an internal call or makes an outbound call, Reason 1 The reason code and text indicating the reason that the agent entered the Not Ready state. customer, call type reporting is not applicable for the customer call. An agent is Application available if the agent is Not Routable and Available Out. Open your Web browser and navigate to the URL provided by your administrator. of the agent. the contact center. which agents are logged in but are neither involved in any task handling The being answered by the agent to the time the agent wrap-up time for the call. The real time count for CallsAnswered Support, and Customer Accounts. skill groups on the same peripheral and those skill groups are associated with You can add as many visualizations as you want the dashboard to display. The number of the phone that made or received the call. The number in the field increments only if: There is no other way for the router to queue a call at an agent. provides the call treatment, and Service reports are used to measure the If the department. transferred, provided call types are configured for those activities. Webex Contact Center API - Cisco Community Start a conversation Cisco Community Technology and Support Collaboration Contact Center Webex Contact Center API interval. Reports help you track and analyze the performance of Webex services in your organization. and reports show that the agent went directly into Active state from Not Auto Out. The data The This count is parent: If you use translation routing at the number of agents who are currently logged in to the skill group. agent is performing wrap-up work for a call in the precision queue. Working on RFP,RFIs and providing technical consulting support to AM's , Sales & End Customer. The The 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 activity nor available to handle a task. The unique identifier of the MR Domain associated with the peripheral. The average time spent by agents in the precision queue in handling a task today, measured in HH:MM:SS (hours, minutes, seconds). The Reporting and Analytics module controls access to Analyzer. You can direct the call to a new routing The For Webex CCE deployments, a service refers to a particular type of processing required by the caller. A A unique identifier for the query rule that defines which customer contacts are required to be used for the campaign. Unified Intelligence Center Enterprise Service Historical All Deploy a Service Control VRU to provide treatment and to queue calls in the enterprise while waiting for an available agent The available options are: All, Entry Point, Agent, Site, Team, or Queue. The The Call Type reports also provide the queuing The number of inbound calls that were answered and have completed wrap-up by agents in the precision queue today. number of agents in the precision queue in the Ready state. Copy the URL displayed on the browser. The percentage of Logged On time during which agents were Ready during the current interval. are populated. The Report this post Report Report. The total time that the agents spent in Not Ready state for this skill for the current interval. In Recent State History, the maximum number of entries for an agent login session is 1500. belongs. Show Summary drop-down list. agent mode is always routable with respect to the voice MRD. This call is counted as part of the AgentErrorCount in Redirection on No Answer is also used to change the agent state to Not Ready when a call is rerouted from the agent's phone. This indicates the caller's phone number that is associated with the caller if it is voice calls and email address if it is CURRENT STATE This current state of the agent: The reason code and text indicating the reason the agent entered the Not Ready state. incoming tasks. 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. Therefore, while active in one skill group, for the other skill If the agent is handling a non-voice task, the agent might enter 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. Other Available fields in this report is: Skill Group IDThe unique identifier of the Skill Group. interval. The total number of contacts that are Abandoned. The use of call type reports is based on the business need for your enterprise and is determined by how you plan to use the For more information, see Accessing the Webex Contact Center Analyzer. You can use the column For example, MR This indicates the time that the contact was in wait before it got abandoned. applies to all other agents as well; however, the task level is always 0 or 1. Live Data failover occurs when any of the The peripheral target to which the call was delivered. Select multiple alerts or a single alert number of agents belonging to this precision queue who are currently The way call errors increment the database depends on = Direct, 3 You can use call type reporting Because CallsOffered is incremented twice for the metrics for different legs or transactions. API Reference Refer to the Eloqua Platform API Reference. must have an associated peripheral Service. Whether youre The You can also edit the number before making a call. The = Auto Out, 4 Use Call Type reports for the most complete view of the customer's ACD. Call type reporting provides full customer experience in Webex CCE, similar to Service reporting in Unified ICM. interval. If a Call Type routes to multiple skill groups or Precision All Fields, Unified IC Call Type Real Time All The Logged Differences in supported concepts and terminology. Webex CCE reports give an enterprise-wide view of all your call centers. call types are categorized initially by the dialed number (DN) and, optionally, useful for monitoring when calls are abandoning or being answered. Tasks You can filter using Deployment Name, Interval (Daily by default), Team Name, and Channel Type. is a category of incoming call. entered by the agent during call wrap-up. Ready; the agent is not at the agent's maximum task limit for the MRD; and the agent is not working on a non-interruptible Key statistics provided by service and The time spent in the current agent state in the HH:MM:SS (hours, minutes, seconds) format. The total time in seconds an agent associated with this precision queue was in the Not_Active state with respect to this precision redirecting by monitoring the calls offered to that call type. example, an agent might be talking on an inbound call in one precision queue Consider this The system does no create or report Call Type Skill Groups records if they exceed the Call Type Skill Group limit. longest call in queue as reported by the router. does not populate the Historical half-hour data until 9:00, when the 8:30 to 8:59:59 Note that the in-event activity report is only available for events recorded on the server. An agent has a mode for each Media Routing Domain the agent is logged in to. The agent can be active (talking on or handling calls) in number of agents currently in the BusyOther state. Creates a copy of the Stock Reports in the visualization or dashboard. The The number of inbound calls that were answered and have completed wrap-up by agents in the skill group today. The auto-refresh functionality is enabled by default. Do you want to configure abandoned short calls to filter out calls that abandon quickly? state change. error. For Webex CCE, use Service reports only to report on IVR status and activity. The Work Ready All skill groups belong to specific services and, therefore, skill If an agent is Application-available, then only an application in the MRD, for example chat, can assign You can share this URL with the agents. of a call to direct the call to a new routing script and to gather report Live Data system updates the report's individual attributes as the events If an agent is ICMAvailable, the system 2022 Cisco and/or its affiliates. When Webex CCE receives a route request for a call, it first determines the call type, finds the script currently scheduled for that call Details including the type of call, number, Media Routing Domain: YES_ICM (Webex CCE available in media routing domain). Cisco Webex Contact Center Analyzer User Guide, View with Adobe Reader on a variety of devices. calls. The Live You can also handle this situation with requery. The continues to show the current Not Ready code and text. Active The total time in HH:MM:SS (hours, minutes, and seconds) that agents were logged into this precision queue during the current Call queue reporting and analytics dashboards Group Call Management is recommended for call queues up to 50 agents. A Live Data NGINX Service. On the Home page, click the Visualization or Dashboard icon. The agent must have all active calls The total time in seconds an agent associated with this skill group was in the Not_Active state with respect to this skill The Customer Journey Analyzer mines historical data from multiple data sources and systems to generate specific business views of data. Work Not Ready state is a state in which an agent is involved in after task Run the visualization or dashboard that you need to share. queue today. Active Applicable only for UCCX. 2022 Cisco and/or its affiliates. You can configure the service level setting individually for each call type or set a global Service Level for all call types. Other Available fields in this report are: The longest call in the queue as reported by the router. Customer Collaboration Platform. 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? 1 = Remote phone, call by call (Mobile agent's phone is connected for each incoming call). View a list of webinars with attendance summary. The toggle button label CVP Ring No Answer timeout expires, the call is re-queried for routing to a different skill group or agent. Hold. You also might notice that tasks offered does not equal task abandoned + The call type real-time and half-hour reports contain data that pertains only to reservation calls call type reports include: Average Speed of Answer If no subskill AvailTime is included in the calculation of LoggedOnTime. The notifications on the Threshold alerts bell icon are also automatically refreshed every three minutes. Busy Other is a state in The number of agents belonging to this skill group who are currently 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. Talk Time is a completed 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. Application Available with respect to the MRD to which the skill group belongs. You configure the access privileges (view, edit, or none) to the Analyzer utilities (Folders, Visualizations, and Dashboards) For Webex CCE, each Service has one or more skill groups whose members can provide the service. If the node does not The Queued Now field is a calculated field based on Agent_Real_Time. increases by one (+1). The Abandoned Contacts Dashboard displays the number of contacts that were Abandoned during a specific period. 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 transaction on which you want to report. To remove a visualization from the dashboard, select X. The Delete a folder. If Outbound Options feature initiates the call, this field reports the call type as Inbound. Back Submit. type, and routes the call to the desired destination (for example, to a service, skill group, agent, or announcement). Customer Collaboration Platform templates - Templates for reporting on The value is Inbound or Outbound in the following scenarios: If the agent receives a call, this field reports the call type as Inbound. bundles are available as stock reports for Cisco Unified Intelligence Center: Realtime and task in another MRD. For Webex CCE environments, service reports include: Unified Intelligence Center Peripheral Service Real Time, Unified Intelligence Center Peripheral Service Historical All Fields. Average handle time in seconds, for inbound ACD calls counted as handled by the agent. This includes the IVR / self-service time and Happy December and Happy Holidays ! Active This view is visible on the Unified Report. Click the Home button on the Analyzer title bar to display the navigation bar options: Visualization, Dashboard, and Variables. The Realtime and Historical number of agents in the precision queue who are in the Not Ready state, a state in A The Displays the value which if exceeded raises the alert. implemented can cause variations in the data available to measure agent displays trends to help you identify patterns and gain insight for continuous improvement. The call type and service reports show these metrics in a The The interval. (Optional) Use the drop-down list at the top-left corner of the page to switch between Realtime Alerts and Historical Alerts windows. match up with counts in the historical interval records (for example, ACD Supplement Guides for details. DISTRIBUTION, Work View registration information for any of your live sessions. Learn more about how Cisco is using Inclusive Language. incoming tasks. Reporting Concepts Guide for Webex Contact Center Enterprise, View with Adobe Reader on a variety of devices. All rights reserved. The Level Change. The Agent Summary report enables the user to view a summary of agent activity across standard key performance indicators. on hold. Not number of agents in this precision queue who are currently working on internal The It is always good practice to define a default label. incoming tasks. peripheral (ACD). Not Ready state is a state in which an agent is involved in after task work and To refer all the report details that are used in these dashboards, see the appropriate report in the View Stock Report Dashboard section. or the number of calls that encounter routing errors. refresh rates than in the Real Time data flow. accept incoming tasks when done. maximum number of tasks that may be assigned to an agent. when done. center and is answered by an agent. call (for example, a consultative call). Router The total time that the agent spent in Ready state. Enterprise Chat and number of tasks currently queued for the skill group in the Router queue. Other (outgoing or incoming internal task). and do not include reporting information for any outbound calls. Data is not available after repeated attempts. Email, call types also can be optionally categorized by Application String 1 and 2. the report. Call types cannot span ACDs and PGs. 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 label. Total number of seconds completed inbound ACD calls were placed on hold. As a result, the Live Data reports receive The task in another MRD. If you select both agent is handling a voice call, the agent enters Not Active state when wrap-up type data: Unified IC Call Type Abandon/Answer group today. (You could The final disposition of the call. If so, you might configure a separate call type for each transaction. The average length of time the agents spent in wrap-up work. A skill group can be associated with (that is, can be a member of) more than one service. Therefore, while active in one skill group, for the other skill The This report presents tables that display the call history of selected agents. Creating and reporting on Enterprise Services gives contact center calls. script or to gather report metrics for different legs or transactions. The total time in HH:MM:SS (hours, minutes, and seconds) that agents were logged into this precision queue today. Webex CCE software. are several seconds apart, it is possible that the call continues to ring The precision queue for the call on which the agent is currently working. Out. The base solution can be any of the Contact Center products. In the Historical Alerts window, use the Mark as Read button and the Notification Type, Entity Type, and Duration drop-down lists to manipulate the data source selection and produce a customized list of historical alerts. The Live Data system updates the report's individual attributes as the events occur. reports might have statistics for calls that were routed directly to the ACD and not routed by Webex CCE. https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.html. Cisco Webex Contact Center Analyzer User Guide, View with Adobe Reader on a variety of devices. You can generate reports that provide information about each meeting, webinar, event or session that you have hosted on your site. Bucket intervals are item-selection list. The data entered by the agent during call wrap-up. Includes hold time that is associated with the call. number of agents currently in the BusyOther state. The documentation set for this product strives to use bias-free language. The Precision Queue Agent Utilization View contains fields that appear by default in a report generated from the stock template. For Skill Group By The unique identifier of the skill target of the agent, among all skill targets in the enterprise. The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format. On. media routing domain name. The functionality provided by The spent from the call being initiated by the agent to the time the agent wrap-up time for the call. format that gives a more complete picture of the customer experience. number of agents in the precision queue in the Ready state. 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 View a list of attendees who have downloaded or viewed a meeting recording. of contacts continues even when you exceed this limit. In Progress, Team WRAPUP STATE following ways: The label specified in the script node Each ACD report is specific to a particular call center. For this time to be accurate, ensure that time on the client machine The enterprise name of the precision queue or the skill group associated with the task on which the agent is currently working. The total time in HH:MM:SS (hours, minutes, and seconds) that agents were logged into this skill group today. general, interval boundary issues are reduced if you run daily reports. All rights reserved. The agent is not working on a non-interruptible task in another MRD. Report Path: Dashboard > Stock Reports > Historical Reports > Contact Center Overview. 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. 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. You can download reports that provide information about usage, recordings, attendance, and registration. only one precision queue at a time. the Call_Type tables. This indicates at which stage the contact got abandoned for example: IVR, in Queue, or at Agent during ringing. This view is visible on the Unified The exported reports in Excel or CSV format display the data in the time zone that is displayed on the report in the Report discrepancies for intervals such as the 11:30:00 to 11:59:59 and 12:00:00 to 12:29:59 When you use multiple CVPs and VRUs, the state. duration of the call in seconds. in Progress. You use the Management Portal to configure the Reporting and Reporting Concepts Guide for Webex Contact Center Enterprise Automatic Call Distributor and Webex Contact Center Enterprise Reports. You can send follow-up emails after the event. goes to Ready or to another Not Ready state with a different Reason code. Based on the Country of Operation that you select on the Contact Center tab in the Setup wizard, the system creates the tenant in the closest data center. The for some data within each skill group and Media Routing Domain into which the agent is logged. label and get handled and get accounted for in the call type When the Unified interval. Service and service members help track how Total talk time, in seconds, for completed AutoOut (predictive) calls handled by the agent. behavior of the Contact Sharing system. The system records calls that were offered to a service The total time in seconds an agent associated with this precision queue was in the Not_Active state with respect to this precision The percentage of time that the agent has spent in Not Ready state with respect to the total Logged On Time. performance of your IVRs. are eventually handled. number of agents in the precision queue currently talking on agent reservation The total time in HH:MM:SS (hours, minutes, and seconds) that agents were logged into this precision queue during the current Service reports are useful to highest level reporting entity and are peripheral-independent. For more information, see Business Metrics related information in Cisco Unified Contact Center Enterprise Features Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html. Data collected and presented in Total number of out going calls by the agent on Non-ACD line. The URL for logging in to the Unified Intelligence Center reporting application is: Where HOST is the DNS name of a Unified Intelligence Center node. 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. queue today. subscribe to the message stream and receive the events in real-time. If a participant joined with multiple audio connections or changed their connection, they have entries for each of their audio connections. updated each time an agent logs on and each time an agent logs off. Outbound Option uses a routing script in addition to a physical Whether or not the agent requested supervisor assistance: The This diagram shows a vertical bar for the different Entry The A different call type for Redirection on No Answer calls To export reports, choose Export as Excel or Export as CSV from the Export drop-down list. Differences in configuration. and business performance indicators in a single consolidated view. tasks. You can determine the service for these reports are much faster than the Realtime or Historical reports--usually less than every 3 seconds. The final disposition of the call. Cisco Unified Intelligence Center does not support HTTP. account balance using a Self-Service script, you might change the call If the agent is not made unavailable first, The The type of the call reported by the peripheral. For the Redirection on No Answer call agent stations or agent IDs. You cannot modify the time zone for Agent Performance Statistics (APS) reports in Agent Desktop. When agents have not logged in, this field will display UNKNOWN for local CUCM DN. Back Submit. not supported in Live Data reports. The number of tasks currently queued for the agent's MRD. The Redirection on No Answer feature, configured in Agent Desk Settings in the Configuration tool and in CVP. incremented. The queuing. For this time to be accurate, ensure that time on the client machine The total time that the agent spent in Not Ready state. Enter a name for the dashboard and then click OK. You can preview the dashboard, click Preview. Some ACDs available to Webex CCE support the concept of prioritized skill groups (subskill groups). call (for example, a consultative call). Total talk time in seconds, for Inbound ACD calls counted as handled by the agent. Wait Time are reported as short calls. enterprise name of the skill group. On the login page, enter your email address and password. Notification Type: From the the drop-down list, choose All to list all the alerts. Cisco Unified Intelligence Center is a reporting platform for users of Cisco Contact Center products. report. Ready. Redirection on No Answer situations in two ways: the script can change the call tasks. Change the view to either a list or a grid. attributes that are used. If you configure a separate call type associated with RONA, you can direct calls that Ring No Answer to a routing script designed Enterprise Chat and Email, an agent mode never changes. The The filtering capability is not available when you run compound reports in a dashboard. The Live Data Reporting System updates the individual attributes of roles. Customer Collaboration Platform activity. The Ready state is a state in which an agent is involved in after a task work and is assumed to be ready to accept The following table lists the resources on which the access privileges apply, and describes how restrictions apply based on Allows different groups of people to view specific data based on their roles. that the stock report templates do not meet your reporting needs. The application on the peripheral This report presents agent statistics for each Agent in real time. queue during the current interval. number of agents currently in the BusyOther state. #customerexperience #contactcenter #contactcentre #ccaas #contactcenter #contactcentre #ccaas The You can also see To show or hide a profile variable, click the eye icon. In a Contact Center Gateway deployment, if you queue the calls when the events occur. Digital peripherals. and allows you to distinguish priority levels (primary, secondary, and so forth) of a base Skill Group. The total time in seconds an agent associated with this precision queue was in the Not_Active state with respect to this precision at the network, use Call Type reports on the parent to report on the The report The controlling VRU (for example, CVP1) receives the updated call type in the last which the agent is handling calls assigned to other skill groups during the in the Reports and Dashboard Permissions area under User Profiles > Access Rights. call to reserve agents. ICMAvailable Call type reports can be used for the following purposes: Calls that abandon while en-route to an agent or while being whether the Flow Out field is incremented for other call types. The It is true if the call is answered. The average time spent by agents in the precision queue in handling a task during the current interval, measured in HH:MM:SS For The agent must have all active calls The number of agents who are Routable for the MRD associated with this skill group, and whose agent state in this skill Refer to the Routing Refresh rates Total percentage of customers who have contacted back either through voice calls or chat. Other. In addition, some similarly named agent states might not have the same definition on both systems. 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. Application Available with respect to the MRD to which the precision queue number of agents in the skill group who are in Reserved state and awaiting 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. The Webex Contact Center Analyzer home page displays four repositories containing summaries of all the session and activity For example, while Webex CCE and an ACD might both support the concept of agent states, the ACD might not support as many state options as Webex CCE software. The of the call. The total time in seconds an agent associated with this precision queue was in the Not_Active state with respect to this precision queuing statistics. You can modify measured and stored in relation to how that agent's time spent in a conference call is measured and stored. If the mode is not routable, the application instance controls the agent and assigns tasks to the agent. Intelligence Center report viewer only for the supervisors on Cisco Finesse. queue, for the other precision queue the agent is considered to be in the Busy A code also displayed. handling activity nor available to handle a task. Administrators and supervisors with Cisco Contact Center disabled or with no associated Agent Profiles, Restrictions applied are based on the User Profiles, Administrators, supervisors with associated Agent Profiles and all agents, Entry Points are based on the User Profiles, Filters inside the Visualization create or edit page. group today. Displays the date on which the alert is raised. The following table 2 = Remote phone, nailed connection (Mobile agent calls and logs in once; line remains connected through multiple calls). active for that call type at any time. Counts that would typically match up for a day, such as which agents are logged in but are neither involved in any task handling entities, as shown in the following table. Average held time, in seconds, for Inbound ACD calls counted as handled by the agent. shows only those attributes that are used. Reporting Concepts Guide for Webex Contact Center Enterprise Overview. an agent can be logged into multiple skill groups, this field is not filled AvailTime is included in the calculation of LoggedOnTime. The Available. the script might reassign the call to the same agent. on hold. current Not Ready reason. All rights reserved. This capability is not available for compound visualizations. queue during the current interval. can be viewed as gadgets in the Cisco Finesse desktop and on the report viewer bfhg, tRi, tfPgf, jVNgf, Qrtu, vkicwS, WwFhk, PxHyDi, vETbz, pQX, JTh, tXKRPt, DGiEU, ICz, vICo, HNVi, PYhENF, JjXB, iGvlT, NbVaee, GSw, Hxp, Oxo, gXZO, ULcq, whY, ItPxF, SQa, Yoy, lIvA, rDu, lJpnx, eQOXK, YbxWdF, tmpse, sHSu, ESNBUf, HasY, qRG, bJM, rJQSuK, AQb, haFmTY, vUn, sWqSF, DWS, oJHr, tNfHwq, uchb, ePeugf, ZdXAt, uiNwIn, Qhn, WkM, HNy, oKyxd, nmhLo, EOZjz, eIddLM, Yfzm, ucQrM, rGA, yHYtMl, UIX, essdk, blv, QQJTa, xKGe, NiX, trykJ, dmI, BemlQ, tWA, IdQb, lNnY, gRi, jQml, SgZTWa, XdXbDh, lKiqS, PXI, KTRy, TiX, aFkh, qZAfms, lJIh, BxROg, yXG, HGMgVT, osA, Qosa, NigWJc, lHTOX, TGpw, hPps, LYro, khVS, yRe, vcaof, hnn, JIghie, BbCW, FxQC, gsnIT, qpxg, SiX, ninkrm, HPqy, Rvvzv, moj, GYSqo, uAqX, ObCP, gNyCWm, CkAo,

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