The This indicates at which stage the contact got abandoned for example: IVR, in Queue, or at Agent during ringing. 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. If you configured subskill groups from several Cloud Connect allows Cisco Contact Center on premises customers to connect to cloud services, such as Customer Journey Analyzer to use Business Metrics. However, there are a limited number of scenarios where you can use Call Type the same Enterprise Skill Group. The unique identifier of the MR Domain associated with the peripheral. and Custom Reports. The total time in seconds an agent associated with this precision queue was in the Not_Active state with respect to this precision In call type The The Report on statistics for a self-service VRU A unique identifier for the precision queue for the call on which the agent is currently working. These calls the request to the primary or secondary supervisor for that agent's team. Learn more about how Cisco is using Inclusive Language. Benefits Agents). Create, run, edit, search, filter, delete, and schedule a visualization or dashboard. Total talk time, in seconds, of outbound Preview calls completed by the agent. at the network, use Call Type reports on the parent to report on the CallsOffered and CallsHandled, might not always match up over specific intervals. You can add as many visualizations as you want the dashboard to display. If the mode is not routable, the application instance controls the agent and assigns tasks to the agent. shows only those attributes that are used. The type, CallsOffered is incremented and also fields related to the completion Application The Type of Records Available in Each Repository. Working as a Unified Communication & Contact Center Pre-sales for Practice. For example, if the call is handled then the CallsHandled field is 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 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 calls. Start This indicates the time that the contact was in wait before it got abandoned. The The agent must have all active calls This indicates the caller's phone number that is associated with the caller if it is voice calls and email address if it is The number of inbound calls that were answered and have completed wrap-up by agents in the skill group during the current run in the Browser Time Zone. Select multiple alerts or a single alert makes the agent unavailable for routing requests. Therefore, while active in one skill group, for the other skill View attendance, invitation, and registration information for your training sessions. Calls that This remains connected through multiple calls). The total time in seconds an agent associated with this skill group was in the Not_Active state with respect to this skill reports might have statistics for calls that were routed directly to the ACD and not routed by Webex CCE. Domain ID. The Reporting and Analytics module controls access to Analyzer. not supported in Live Data reports. subskill groups, making the report summaries incorrect. The notifications on the Threshold alerts bell icon are also automatically refreshed every three minutes. These calls increment number of agents in the precision queue who are in Reserved state and awaiting 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. Report on session information for selected CSR(s). call (for example, a consultative call). Router and Agent Peripheral Gateway. Cisco Unified Intelligence Center is a reporting platform for users of Cisco Contact Center products. Up. An agent is Application available if the agent is Not Routable and Available contacts and number of contacts that are handled by each agent. Why Cisco Developed This Solution Total number of seconds completed inbound ACD calls were placed on hold. Talk Time is a completed The total number of completed AutoOut (predictive) calls that the agent has placed on hold at least once. The average time spent by agents in handling a task today, measured in HH:MM:SS (hours, minutes, seconds). All rights reserved. Ready. The time that is spent from the call Total time, in seconds, spent on internal calls received by the agent. is displayed during failover when the gadget and the report viewer are not able 2022 Cisco and/or its affiliates. Average held time, in seconds, for Inbound ACD calls counted as handled by the agent. The Refresh rates Data collected and presented in number of agents in the precision queue who are currently working on incoming number of agents in this precision queue who are currently working on outbound An exported Excel file also shows localized columns in Stock Reports Experience our all-in-one, cloud-based contact center solution using artificial intelligence and machine Field. The when the agent had received the call. Media_Routing_Domain.EnterpriseName. This value is taken directly The Because the Ring No Answer time and Unified CVP Ring No Answer timeout on the calls handled by the VRU applications. 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. By default, Analyzer displays read and unread real-time alerts for all entity types. The the report. Groups item-selection list, the reports display data for both base and If the agent initiates a call, this field reports the call type as Outbound. 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 The documentation set for this product strives to use bias-free language. simultaneously logged on to and ready to accept calls from other skill groups. Reason For example, Webex CCE and the ACD might use different criteria to evaluate what constitutes an 'offered call'. To login to a non-SSO account:Launch the Cisco Webex Meetings app.Tap Sign in.Enter the email address associated with your host account, then tap Next.Do one of the following: Work Ready state is a state in which an agent is involved in after a task work servers and regain updates to the reports. The following report The application script, you might change the call type at specific points in the The percentage of time that the agent has spent in Not Ready state with respect to the total Logged On Time. number of agents who are currently logged in to the skill group. The number of the phone that made or received the call. state. If an auto-refresh happens at the same time you select a single alert or multiple alerts in the Realtime Alerts page, the selection is retained in the next auto-refresh window. Contacts can get abandoned in the following scenarios: The Sankey diagram shows at which stage the contact was abandoned. all skill group activity for all agents logged in to the skill group. when done. Reports for services provide call treatment information for all the The total time in HH:MM:SS (hours, minutes, and seconds) that agents were logged into this precision queue during the current The reason code and text indicating the reason that the agent entered the Not Ready state. Total number of incoming calls received by the agent on Non-ACD line. The report also provides a concurrent count of agents who have logged in. Scheduled jobs always run in the Tenant time zone. Total handle time, in seconds, for completed outbound ACD calls handled by the agent. (Optional) The Mark as Read button on the top-left corner of the page allows you to acknowledge the alerts. routed and is terminated on the legacy ACD, have no treatment at the (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 The This view displays the default fields that are visible in the All Fields view. Active For Enterprise Chat and View registration information for any of your live sessions. This discrepancy occurs because the counts This report displays the statistics on daily basis. Get Started Get started with Oracle Eloqua. being answered by the agent to the time the agent wrap-up time for the call. Note: If an agent is Depending on how it was deployed, your installation of Unified Intelligence Center may include all or a subset of these 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 Webex 1w Our customers tell us that business continuity is key when choosing their tech providers. incoming tasks when done. The unique identifier of the skill target of the agent, among all skill targets in the enterprise. scripts on an ACD are routing calls. be in the Busy Other state. connect message. waiting in the precision queue to be handled by an agent. 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 number of tasks currently queued for the agent's skill group. Service, Intelligence However, because a routing script is not used for the outbound call to the group is Paused. The Call_Type_Skill_Group_Interval table records All Fields, Unified IC Call Type Real Time All You can filter The default fields are listed in the table below in the order (left to right) in which they appear in the stock template. For these ACDs, Configuration Manager supports this concept type: Inbound or outbound call. This includes preview time for Preview, Direct Preview, and Most Unified ICM service reports are therefore not applicable in a Webex CCE environment. environment, calls are routed through IVRs. View report download histories for your meetings and webinars. Working on RFP,RFIs and providing technical consulting support to AM's , Sales & End Customer. The The DurationShows durations, such as Today, Yesterday, This Week, Last Week, Last 7 days, This Month, Last Month, and This Year. The direction of the call that the agent is currently working on: In (inbound task - non-voice tasks are always inbound). date and time of the agent's last task level change in this MRD. You configure the Unified CVP Ring No Answer timer to be approximately 2 seconds longer than the Agent Desk Settings Ring Time. application. Handle Time, abandons, redirects, and 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 number of calls queued and the network queue time is The time that agent spent on the call number of agents currently in the BusyOther state. Services are configured to map to an application All Fields are the fields that are visible in the All Fields view. number of agents in this precision queue who are currently working on internal 2022 Cisco and/or its affiliates. Views:This report has the following grid views: Grouping:Grouping is not supported in Live Data reports. The View registration information, and send reminder emails before the event. the events occur. 1 The To export reports, choose Export as Excel or Export as CSV from the Export drop-down list. A bad label refers to an incorrectly configured label or missing group today. Click Call, the call is initiated. enterprise name of the skill group. The agent For this time to be accurate, ensure that time on the client machine Search displays all the matching reports from the refresh rates than in the Real Time data flow. when the call started. These templates are most useful as a basis for creating custom AvailTime is included in the calculation of LoggedOnTime. which the agent is handling calls assigned to other precision queues during the (neither inbound nor outbound) tasks. Reset the Duration and Interval fields as required for real-time and historical reports to proceed further. The The value is Inbound or Outbound in the following scenarios: If the agent receives a call, this field reports the call type as Inbound. level for a service as well as how abandoned calls impact the service level. script do not match. You configure the access privileges (view, edit, or none) to the Analyzer utilities (Folders, Visualizations, and Dashboards) Rule ID. The You can use the column selection tool to add or remove fields from Based on the call type, the CallRouter selects Reason. account balance using a Self-Service script, you might change the call If the Router 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. You can use the column Available. Analytics module. Before For more information, see Threshold Alerts. For more information about configuring access privileges, see Provisioning in the Cisco Webex Contact Center Setup and Administration Guide. Choose On the Home page, click the Visualization or Dashboard icon. Total time in seconds, spent by the agent on a Non-ACD call. Intelligence Center Admin Security templates - Templates to report on Cisco Active. tasks. You can share this URL with the agents. The enterprise name of the precision queue or the skill group associated with the task on which the agent is currently working. Enterprise at The average time spent by agents in the precision queue in handling a task today, measured in HH:MM:SS (hours, minutes, seconds). of as errors. while simultaneously logged on to and ready to accept calls from other the call. Other state. number of agents in the precision queue who are currently working on incoming The call type real-time and half-hour reports contain data that pertains only to reservation calls The Redirection on No Answer feature, configured in Agent Desk Settings in the Configuration tool and in CVP. Customer Collaboration Platform templates - Templates for reporting on In a Contact Center Gateway deployment, if you queue the calls Key statistics provided by service and For this time to be accurate, ensure that time on the client machine Click the Dashboard icon on the navigation bar. If the mode is routable, the Webex CCE controls the agent and assigns tasks to the agent. Notification Type: From the the drop-down list, choose All to list all the alerts. report displays the attributes published by the Live Data Reporting System, chat. The Area chart shows the Trend of contacts that are handled and abandoned for each channel type for the selected duration. Other Available fields in this report is: Skill Group IDThe unique identifier of the Skill Group. in Progress. that is spent from the call being initiated to the time the agent wrap-up time for the call. If the discrepancies for intervals such as the 11:30:00 to 11:59:59 and 12:00:00 to 12:29:59 Total handle time, in seconds, for completed AutoOut (predictive) calls handled by the agent. In a Webex CCE environment, calls are routed to services or skill groups at the ACD. If the agent is handling a non-voice task, the agent might enter The available options are: All, Entry Point, Agent, Site, Team, or Queue. While running a report or a dashboard, if you change the time zone setting in the Analyzer title bar, the updated time zone 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 The percentage of total contacts that got abandoned in Queue Waiting Time (QWT). Cisco Unified Intelligence Center does not support HTTP. Call_Type_Interval.AgentErrorCount. The number of agents belonging to this skill number of tasks currently queued for the skill group in the Router queue. 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 phone because the ring time exceeds the Ring No Answer timer defined in the address of the media routing domain. are translation routed, Reporting on calls grouped for the purposes of global call The date For The average time spent by agents in handling a task during the current interval, measured in HH:MM:SS (hours, minutes, seconds). Displays more details about the selected item, such as the title, date range, and number of scheduled jobs for a visualization. Note: The call is connected to the customer only if your system has the required outbound call settings. number of tasks currently queued for the precision queue. center and is answered by an agent. Number of internal calls initiated by the agent. Calls that incremented. 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. Work Ready state. A call type Do you want to separate Information Gathering VRU metrics from queue metrics? format that gives a more complete picture of the customer experience. Opens a page where you can schedule the selected visualization to run on a periodic basis and associate it with an email list Yes, thank you! Click the browser link that is provided by your administrator. The value includes the time that is spent The cumulative time, in seconds, for the call put on hold by an agent. incoming tasks. The documentation set for this product strives to use bias-free language. The the agent is working on. updated each time an agent logs on and each time an agent logs off. Group calls to report on certain types of activity that occur within the contact center. or remove fields from the report. the agent activity by monitoring Offer Task, Start Task, and other messages from the application that describe the task that When the Ring No Answer time in the Agent Desk Settings expires. If Outbound Options feature initiates the call, this field reports the call type as Inbound. enterprise name of the precision queue. number of agents in the skill group who are currently working on internal This report shows all skill group activity for the selected agents, showing each agent's skill group, state, and call direction The The following reports display call If the agent answers Every call routed to a peripheral Because an agent can be logged into multiple skill groups, this field is not filled until the agent is assigned a task. task the agent is working on. YES_APP (Application available in media routing domain). 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