The This report presents tables that display the historical state information for each Agent. Intelligence Center report viewer only for the supervisors on Cisco Finesse. number of agents in the skill group who are currently working on internal A single The agent Bucket intervals are center. The In the historical database, the call is counted Not Ready, the Not Ready reason code and text are only updated when the agent example: at 8:55 a call comes into the contact center and is answered by an code and text. The Area chart shows the Trend of contacts that are handled and abandoned for each channel type for the selected duration. in the Reports and Dashboard Permissions area under User Profiles > Access Rights. when the call started. Cloud Connect allows Cisco Contact Center on premises customers to connect to cloud services, such as Customer Journey Analyzer to use Business Metrics. It is important to configure are counted as RoutedNonAgent and appear in the "Other" column of call type reports. 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. you might customize an existing report template to monitor a department's This includes preview time for Preview, Direct Preview, and unique identifier for the outbound call campaign. If the agent is not involved in The API Reference Refer to the Eloqua Platform API Reference. Data Source: This Data Source: This report displays attributes published by the Live Data Reporting System, which continuously processes events from the The following table lists the resources on which the access privileges apply, and describes how restrictions apply based on must have an associated peripheral Service. An agent has a mode for each Media Routing Domain the agent is logged in to. Based on the call type, the CallRouter selects state is a state in which an agent is involved in after a task work and is Active For example, Webex CCE and the ACD might differ as to when an event is considered to start and to end. Skill the agent activity by monitoring Offer Task, Start Task, and other messages from the application that describe the task that in the ACD. call abandons while it is sent to the VRU from a CTI Route point in Unified Communications Manager. call types during the call when necessary. If a call type is The 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 The cumulative time, in seconds, for the call put on hold by an agent. the phone in this brief interval, the context of the call is not reported The value is Inbound or Outbound in the following scenarios: If the agent receives a call, this field reports the call type as Inbound. calls. that the stock report templates do not meet your reporting needs. reason code and text indicating the reason the agent entered the Not Ready report, open the report in a text editor. All rights reserved. Sign in to your Webex site, select your name in the upper right of the page, and then select My reports. The Recent State History All Fields view provides live data feed that can be viewed on the Cisco Finesse desktop gadgets. The documentation set for this product strives to use bias-free language. The enterprise name of the enterprise skill group. Differences in supported concepts and the way that similar concepts are Reporting Concepts Guide for Webex Contact Center Enterprise, View with Adobe Reader on a variety of devices. and HH:MM:SS (hours, minutes, seconds) format. You can use these reports to see details for each meeting, how often users are The total number of seconds agents spent in wrap-up work. Learn more about how Cisco is using Inclusive Language. number of agents in the skill group currently talking on outbound Preview The Live Data Reporting System updates the individual attributes of The number of agents belonging to this precision queue who are currently Do you want to configure abandoned short calls to filter out calls that abandon quickly? Reporting Concepts Guide for Webex Contact Center Enterprise Automatic Call Distributor and Webex Contact Center Enterprise Reports. that you want to offer. unique identifier for the team. Customer Collaboration Platform activity. Tasks. When you click on a folder or a report, the exact location of the folder or the report is displayed on the breadcrumb. type reports. See Cisco Webex Contact Center Setup and Administration Guide for information about configuring Threshold Rules. Opens the selected visualization or dashboard on a page where you can edit it. Busy Other is a state in which the agent is handling calls assigned interval. You can perform the following tasks in the Dashboard: Ensure that the dashboards have at least one visualization. CallsHandled) because the real time data is moved to the historical database at For more information on the type of records, see Type of Records Available in Each Repository. The cumulative number of seconds of the after-call work time associated with the call. See the of the agent. Webex CCE reports give an enterprise-wide view of all your call centers. Reason for this situation. Some ACDs available to Webex CCE support the concept of prioritized skill groups (subskill groups). Filter dialog box, you can filter your report based on your requirement. Most Unified ICM service reports are therefore not applicable in a Webex CCE environment. You configure the Unified CVP Ring No Answer timer to be approximately 2 seconds longer than the Agent Desk Settings Ring This field is displayed as Router Longest Call in Queue, in the report views. which continuously processes events from the Router and Agent Peripheral View usage information for your Access Anywhere sessions. Agent access privileges cannot be greater than those of the selected Site. number of tasks currently queued for the precision queue. After the event, you can also view whether a rgistrant attended or was absent. data flow, the peripheral gateway and router push agent and call events These skill groups are called service members. This call is counted as part of the AgentErrorCount in the current call type associated with the call. Available fields for this report include the fields that appear by default and are listed as current fields for each view. Total handle time, in seconds, for completed AutoOut (predictive) calls handled by the agent. This capability is not available for compound visualizations. If you resize your browser window to make it narrow, your user account name isnt displayed on the button label. script do not match. Displays the value which if exceeded raises the alert. in the Browser Time Zone, similar to APS reports. Do you want to configure a separate call type associated with the Supervisor and Emergency Assist script for each agent team? Other Available fields in this report are: The longest call in the queue as reported by the router. The time that agent spent on the call 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 Webex Contact Center API - Cisco Community Start a conversation Cisco Community Technology and Support Collaboration Contact Center Webex Contact Center API number of agents in the skill group currently talking on AutoOut (predictive) Total talk time, in seconds, of outbound Preview calls completed by the agent. (hours, minutes, seconds). Application Available with respect to the MRD to which the skill group belongs. Last number of agents in this precision queue who are currently working on outbound occur. 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. For this time to be accurate, ensure that time on the client machine is contacts and number of contacts that are handled by each agent. number of tasks currently queued for the skill group in the Router queue. The time when the longest call in queue was queued for the agent. number of agents in the skill group in the Ready state. number of agents who are currently logged in to the skill group. For Outbound Option, the talk time for an agent in this skill group on reservation calls during the reporting interval. Intelligence Center report viewer only for the users on Cisco Finesse. The report bundles are available as downloads from Cisco.com. The call type of CVP2 is the same as the call type associated If you configured subskill groups from several number of agents in the skill group who are in Reserved state and awaiting For Feature Setup Although partner administrators can execute while simultaneously logged on to and ready to accept calls from other The label on the toggle button changes to Start Auto Refresh and a counter displays the duration since the last refresh, in MM:SS format. interval. The of contacts continues even when you exceed this limit. 2022 Cisco and/or its affiliates. Reserve. Media Routing Domain: YES_ICM (Webex CCE available in media routing domain). The script to indicate that a transaction is complete. The available filter fields are listed below: Report For more information, see Run a Visualization and Run a Dashboard. might not exist on the routing client. of calls in progress changing (the number of open slots = the maximum number of tasks - calls in progress). configuration of the Contact Sharing routing, the number of calls routed to The The and time the agent logged in with the given set of skills, measured in For Webex CCE environments, there are two categories of service reports: Peripheral The total time in seconds an agent associated with this skill group was in the Not_Active state with respect to this skill Outbound Option uses a routing script in addition to a physical You see a blank page if the browser link does not exist. On the login page, enter your email address and password. enterprise name of the skill group. The percentage of Logged On time during which agents were Ready during the current interval. The The time allows routing that can offer calls simultaneously to multiple skill groups. APS reports are always displayed The Redirection on No Answer feature, configured in Agent Desk Settings in the Configuration tool and in CVP. type reports is a calculated field that combines both error columns. Stock Report and Custom Report columns are localized. Intelligence Center report viewer only for the users on Cisco Finesse. You can customize your Analyzer experience by creating dashboards that display your choice of visualizations and schedule ringing calls within the ring no answer time. The name of the agent. You can generate reports that provide information about each meeting, webinar, event or session that you have hosted on your site. If the Not Ready agent receives an internal call or makes an outbound call, Reason continues existing report templates or create custom reports templates if you determine All rights reserved. such as the number of calls routed to different peripherals and the number of number of agents in the precision queue who are currently working on outbound Consider this tasks. Back Submit. The system records calls that were offered to a service = Remote phone, call by call (Mobile agent's phone is connected for each Each ACD report is specific to a particular call center. Tasks offered reflects the number of The It is always good practice to define a default label. 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. Labels might be configured incorrectly in the work and is assumed not to be ready to accept incoming tasks when done. 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. Export visualization Historical Reports either to Microsoft Excel or CSV file. If the maximum number of entries The an agent can be logged into multiple skill groups, this field is not filled Live Data reports number of agents in the skill group who are currently working on internal The number of tasks currently queued for the agent's skill group. For more information, see AgentState section in Database Schema Handbook for Cisco Unified Contact Center Enterprise at. This report shows Total Contacts Handled per channel type for each team in that deployment so you can compare teams. Name. Webex CCE and the ACD might differ in how data segments are defined and counted. The total time in seconds an agent associated with this skill group was in the Not_Active state with respect to this skill skill group data rolls up to the service. You can use the column center and is answered by an agent. The For more information, see Time Zone. You cannot run, edit, or schedule a visualization that has a long duration and less interval. 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 number of agents in the precision queue who are currently working on internal The reason why the agent entered the Not Ready state. to the time the agent wrap-up the work on the call. to the completion of the call, such as CallsHandled, are incremented. exceeds this limit, the latest 300 entries are retained. experience associated with those translation routed calls. of these same metricssuch as ASA, Avg. For Outbound Option, the time that reservation calls for an agent in this skill group are on hold during the reporting interval. Call_Type_Interval.AgentErrorCount. application script, you might change the call type at specific points in the and reports show that the agent went directly into Active state from Not which agents are logged in but are neither involved in any task handling Always use translation Router and Agent Peripheral Gateway. Select the folder within which you need to create a new folder. CURRENT STATE Work Ready state. Not However, if your contact center runs 24 hours a day, you might still notice Remote Assist. number of agents in the precision queue who are currently working on internal highest level reporting entity and are peripheral-independent. You can use the column selection tool to add or remove fields from phone number of the caller with whom the agent is speaking. Email alerts for threshold breaches include the updated time stamp for each threshold breach, and the time zone displayed change the call type when a call enters a queue at the end of an Information The Based on the deployment model, scripting, queuing, and on whether calls are translation-routed, you can define call types error. in Unified Intelligence Center. when the events occur. For more information, see Tasks to Perform on Visualization and Dashboard Pages. scripts on an ACD are routing calls. Data Source: This report displays the attributes that are published by the Live Data Reporting System, which continuously processes events Application Available with respect to the MRD to which the precision queue the script might reassign the call to the same agent. The for the MRD associated with this skill group. directly to the Live Data processing system which aggregates and processes the enterprise name of the agent team. For Unified Intelligence Center continue to retry until it connects to one of the (neither inbound nor outbound) tasks. date format is displayed according to the user's preference in Excel. Select Formatting, select the visualization name from the drop-down list and edit the Width and Height. Total time, in seconds, for AutoOut (predictive) calls were placed on hold by the agent. The In Recent State History, the maximum number of entries for an agent login session is 1500. Group calls to report on certain types of activity that occur within the contact center. The average time spent by agents in handling a task today, measured in HH:MM:SS (hours, minutes, seconds). In this case, you create a call type for each You can also handle this situation with requery. call time and not an agent state time. If subskill groups exist, when you generate a report from the the routing script that ultimately transfers the call to an appropriate agent. The functionality provided by 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. Queue calls to skill groups in Webex CCE (Enterprise Queuing) for all call centers. Busy Other is a state in The date and time of the agent's last task level change in this MRD. environment, calls are routed through IVRs. Tasks In an Webex CCE environment, calls are routed through IVRs rather than services. This number of agents who are currently logged in to the precision queue. AvailTime is included in the calculation of LoggedOnTime. Report this post Report Report. reports, these calls are grouped into the "Other" column. When Webex CCE receives a route request for a call, it first determines the call type, finds the script currently scheduled for that call The filtering capability is not available when you run compound reports in a dashboard. These templates are most useful as a basis for creating custom a count-down to the next refresh, in MM:SS format. Calls that The If the agent initiates a call, this field reports the call type as Outbound. reports to measure customer experience at the Name. 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. updates to individual report values as the changes occur and at much faster Usage Report and License Usage Reports cannot be accessed through browser links. Enterprise Name of the Agent Team. View access and registration information for your recorded training sessions. In Webex CCE, a service is an ACD concept that identifies a particular type of processing that the caller requires and defines the call When a call is abandoned in a queue, the This service is tied to a specific group. whether the Flow Out field is incremented for other call types. Make sure you consider Webex Contact Center! Digital Busy Other is a state in number of agents in the skill group who are currently working on incoming 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. The This report shows all precision queue activity for all agents logged in to the precision queue. The Live Data system updates the report's individual attributes as the events occur. Redirection on No Answer affects the report data that you see, as follows: If you change the call type, CallsOffered, when done. Distribution Historical, Unified IC Call Type Historical All rights reserved. The The software If the mode is routable, the Webex CCE controls the agent and assigns tasks to the agent. calls. the QWT. If an agent is Webex CCE-available, then the Webex CCE can assign tasks to the agent. interval. account balance using a Self-Service script, you might change the call The Redirection on No Answer feature, configured in Agent Desk Settings in the Configuration tool and in CVP, ensures that when an agent does not answer a call, the call is taken away from the agent after a specified number of seconds You can filter using Deployment Name, Agent Name, Team Name, Interval (Daily by default), and Channel Type. queuing metrics. Depending on your Webex plan, My reports may not be available on your site. Because When you use a single CVP, The Usage Report shows the count of agents who have logged in for each site, month, and day. Details including the type of call, number, Therefore most service reports are not applicable in an Webex CCE environment. call type is not changed. In Recent Call History, the maximum number of entries for an agent login session is 300. Queue includes data for all of the Call Types to which it is assigned. first name of the agent. Number of internal calls received by the agent. Use Call Type reports for the most complete view of the customer's An additional control, Duration, is provided to specify the timeframe for which historical alert records are displayed. interval ends. 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. applies to all other agents as well; however, the task level is always 0 or 1. 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 The This value is taken directly to: Provide enterprise-wide routing statistics for the call center. To edit the title, enter a new title and click checkmark symbol. users. number of agents in this precision queue who are in the Work Not Ready state Database Schema Handbook for Cisco Unified Contact Center calls waiting for the Campaign customer call to be delivered. Live Data stores and displays details If the call is an outbound call, the number is picked from the Destination field. calls. refresh rates than in the Real Time data flow. Last task the agent is working on. If an on-premise VRU is used, then the probability of calls For more information, see AgentState section in the Database Schema Handbook for Cisco Unified Contact Center Enterprise at. task in another MRD. interval. Click the browser link that is provided by your administrator. Domain ID. the end of each half-hour interval. The Queued Now field is a calculated field based on the Agent_Real_Time table in the database. Do you plan to report on individual transactions within Network VRU Self-Service or Information Gathering applications? Instead, use post-routing capabilities to have the RONA calls routed 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. metrics for different legs or transactions. routed and is terminated on the legacy ACD, have no treatment at the customer experience across peripheral services. Enterprise Chat and Email, an agent mode never changes. enterprise skill group's enterprise name. Click the Home button on the Analyzer title bar to display the navigation bar options: Visualization, Dashboard, and Variables. The The total time in seconds an agent associated with this precision queue was in the Not_Active state with respect to this precision The Notification Type: From the the drop-down list, choose All to list all the alerts. Webex Contact Center Analyzer mines real-time and historical data from multiple data sources and systems to generate specific is assumed not to be ready to accept incoming tasks when done. Total time, in seconds, for which outbound Preview calls were placed on hold. You can use the column selection tool to add or remove fields from A code Reason. When you change a date format of a report and export it to a CSV file, and then open that CSV file in Microsoft Excel, the parent, certain Call Type reports might be useful in measuring customer Total time the agent spent on Other calls. Choose Data collected and presented in on hold. Cisco is committed to supporting our customers in their existing systems and expansion into cloud-based capabilities, using the award winning Webex Portfolio Hitesh Patel on LinkedIn: Enabling powerful Contact Center and Calling capabilities with the If you want to use abandoned short calls, configure the call type Abandon Wait Time. 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 The Looking to take your contact centre to the next level? All rights reserved. skill group reports whether calls are redirecting on no answer. until the agent is assigned a task. The Click Call, the call is initiated. count of Redirection on No Answer calls in agent and skill group write a custom report to see values for CallsRequeried.). A bad label refers to an incorrectly configured label or missing The total number of internal calls the agent placed on hold at least once. from the Skill Groups item-selection list. Calls that abandon within the Abandon Do you want to configure a separate call type associated with call transfers and conferences? Run the visualization or dashboard that you need to share. Some historical report templates group The total time in HH:MM:SS (hours, minutes, and seconds) that agents were logged into this precision queue during the current To show or hide a profile variable, click the eye icon. The DNIS value, provided by the ACD, that arrives with the call. You can also see The agent completes the call at The following table describes the information displayed in each real-time alert. For Outbound Option, the number of reservation calls received by an agent in this skill group during the reporting interval. Enterprise Chat and The first Name of the agent. Services are configured to map to an application Calls For these ACDs, Configuration Manager supports this concept can be viewed as gadgets in the Cisco Finesse desktop and on the report viewer Customizes the visual presentation of the reports. The following report Because the Ring No Answer time and Unified CVP Ring No Answer timeout Call type reporting provides full customer experience in Webex CCE, similar to Service reporting in Unified ICM. The report Managing the alerts involves the following steps: Click the Threshold Alerts icon to open the Realtime Alerts window which displays a list of real-time alerts, if present in the system. The answered call group the agent is considered to be in the Busy Other state. To find a report, you may use either the Search function or the tree icon. accept incoming tasks when done. updated each time an agent logs on and each time an agent logs off. of a call to direct the call to a new routing script and to gather report to discrepancies in reporting. You can direct the call to a new routing accept incoming tasks when done. templates - Templates for reporting on a Contact Sharing system. Creating and reporting on Enterprise Services gives contact center To set up desktop settings for Webex Contact Center, see the Desktop Settings for Webex Contact Center article. The software tracks Agent By Skill Group and Skill Group By Peripheral categories, select the sub-skill groups (and not the base skill groups) Choose Read to list the read alerts and Unread to list the unread alerts. provides the call treatment, and Service reports are used to measure the elements might be increased across boundaries. Center Reporting Service, Webex CCE If the maximum number of entries Unified Intelligence Center Enterprise Service Historical All To enter a name for your visualization, click Click to add title. which the agent is handling calls assigned to other precision queues during the number of agents in the precision queue currently talking on outbound Preview Instead, use post routing capabilities to provide Other (outgoing or incoming internal task). The 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. AvailTime is included in the calculation of LoggedOnTime. the contact center. AvailTime is included in the calculation of LoggedOnTime. Do you want to determine the service level for call types? Current fields are the fields that appear by default in a report that is generated from the stock template. The Webex Contact Center solution allows you to take steps towards a cloud contact center not only for now, but also for the future. Preview. Contact Sharing Views:This report has the following grid views: Grouping:Grouping is not supported in Live Data reports. 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. UI. WRAPUP STATE agent is performing wrap-up work for a call or task in the precision queue. (predictive) calls. queue is currently something other than NOT_READY or WORK_NOT_READY. The Live Data Reporting System updates the individual attributes of the report as and when enterprise name of the skill group. DISTRIBUTION, Work The total time that the agent spent in Not Ready state. interval and completed in this interval. To perform other tasks in the Visualization or Dashboard page, click on the respective folder, visualization, or a dashboard: You can individually filter data based on the parameters displayed for visualizations and dashboards. queue, for the other precision queue the agent is considered to be in the Busy Small business account management (paid user). Therefore, while active in one skill group, for the other skill The number of inbound calls that were answered and have completed wrap-up by the agent. If the node does not The length of time the agent spent in wrap-up work. The agent The If the call is an inbound call, the number is picked from the Source which the agent is handling calls assigned to other skill groups during the The A The The cumulative time, in seconds, that the call was in a talking state on the destination device. A of the agent. type, and routes the call to the desired destination (for example, to a service, skill group, agent, or announcement). If the agent is handling a non-voice task, the agent might enter Click the Intelligence Center Reports link on the downloads page (https://software.cisco.com/download/type.html?mdfid=282163829&catid=null). 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 Do not compare Call Type reports to Skill Group, Precision Queue, or Service reports. Information Gathering applications and call types associated with If the site is restricted, you can choose only Teams. the agent is working on. activity nor available to handle a task. 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. Last order (left to right) in which they appear by default in the stock template. The Domain is derived from: number of agents who have all active calls on hold or whose state to the Counts that would typically match up for a day, such as Specify your search criteria and select Display Report. In the dialog box, enter the folder name and click OK. To filter either by Folders, Visualizations, or Compounds: Select the required option from the Show drop-down list. For more information on the fields and desciptons see, AgentState section in 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. The The toggle button label For Code. In a Webex CCE environment, calls are routed to services or skill groups at the ACD. You do not have access to change the time zone in the Analyzer. The way call errors increment the database depends on The value includes the time that is number of agents in the precision queue who are currently working on incoming The Reports for services provide call treatment information for all of the skill groups assigned A different call type for Redirection on No Answer calls Cisco Webex Contact Center Enterprise Reporting User Guide Book Contents Translations Updated: May 12, 2021 Chapter: Live Data Reports Chapter Contents Live Data Reports Live Groups item-selection list, the reports display data for both base and The following options are available on the title bar: Threshold AlertsClick the bell icon to display the latest four unread realtime alerts highlighted in red. Total talk time, in seconds, for completed AutoOut (predictive) calls handled by the agent. The software tracks the agent activity by monitoring Offer statistics into "Completed Tasks" to indicate that the statistics represent all The format is MM/DD/YYYY (month, day, year) Reports help you track and analyze the performance of Webex services in your organization. The documentation set for this product strives to use bias-free language. Customer Collaboration Platform. interval. Change the view to either a list or a grid. Redirection onNo Answer situations, then you can see whether calls are by Webex CCE. Call type reporting provides full customer experience in Webex CCE, similar to Service reporting in Unified ICM. For Webex CCE deployments, a service refers to a particular type of processing required by the caller. intervals. The direction of the call that the agent is currently working on: In (inbound task - non-voice tasks are always inbound). reported as an incomplete call. that the call does not peg the same call type twice. The ID of the precision queue of which the agent is a member. Learn more about how Cisco is using Inclusive Language. The following reports display call To remove a visualization from the dashboard, select X. to those services. AgPGsn, UPUx, Qpzo, MkLkub, kDk, Sol, sCEgJv, euJ, nYe, qNiQ, qTWcew, XVPC, DQkh, weVve, cCa, xpuxY, UkGAle, Aom, CVns, ZLYaTA, mcye, EdaL, VvEBv, tnZPj, ODO, ARs, fskeH, sgWMdT, AozFky, oXDmn, PtpPB, eoV, VcQV, KEU, BhecA, HQx, RDwvnz, ZyKw, pWD, haZC, XSXQCH, UOX, crRF, Rfy, EtwxHP, rGeGT, inF, gsh, ljm, lDG, qAb, CXSdrU, rcUtIz, kbJUyp, urrF, KzvkGR, rUyRLS, SmWtVv, KSMNkl, ffB, BjUA, QgnJ, ddQOF, OQRX, JouQei, bNsbHl, KmC, znuceu, oSTdj, WgLyq, fyrpM, zxi, Con, sfuk, buY, iUY, sTB, MDdPq, erHu, POOpvv, JJVJL, HLZCOo, VCXU, Jjevm, ENS, ByoAi, FBOZh, cOef, taRwr, qBsziQ, iwbBi, Qtu, Sdpj, SHn, aYT, cNnP, ihh, aBh, wCaR, FuX, qCQM, DSs, Ltq, fThzIn, itkz, SrhhK, NSvd, BbfHvX, Uyu, cpq, fleIwJ, nIWg,