for the threshold rule check. Real-time Agent Interval reports & Skills Interval by Team. Total Time: The total amount of time between when an agent initiated consult-to-queue requests while handling inbound calls and when All rights reserved. If your enterprise uses the Multimedia feature and the report includes more than one media channel, you can click the a collapse Agent 1 can start and end a conference call. Historical Agent Summary & Interval reports; ADR; Agent Trace report. This administrator can use the interface. (Optional) If you are using a handset or headset, you must hang up the physical phone before you can receive the next call. The amount of time the agent has been logged in. If the Pause/Resume option is Enabled at the tenant level, then this setting at the Queue level is ignored. To assign a tag to the recording, select a tag in list on the left and click Assign Tag to move it to the list on the right. This column appears only in agent-level summary reports. the Callback activity parameters, see Callback. Sites: Choose one or more sites. When an agent is available, the system initiates a callback to the customer. Select Calling, scroll to User Call The Recording Schedule configuration is available through the Call Recording module. Your supervisor instructs you about when to pause A month is defined as 31 days, and one additional day is added to the total number of days before the recordings are deleted. Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues, Sites, & Teams. Possible values: Not Monitored. 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. CAD variables with different data types: If flow1 and flow2 have a CAD variable var1 with data type Integer in flow1 and String in flow2, then var1 will not be carried over from flow1 to flow2. calls result when an agent clicks the Agent button, selects an agent from the drop-down list, and clicks Transfer, or when the agent clicks the DN button, enters a phone number, and clicks Transfer. Initiate a three-way communication between you, the customer and another agent. The number of calls that ended during the report interval. You also have these recording options: On DemandWhen a call starts, call recording automatically starts on a server. The system searches for an available agent in the selected queue. characters. You can edit one or more CAD variables using the Interaction Control pane. Agent 1 can start a conference call with Agent 2 by clicking the Conference button. With the paid licenses, you have access to unlimited recordings, unlimited storage, and recordings can be accessed by the administrator. Click the ellipsis button beside an entry. Cisco Webex Experience Management Post Call Survey. Otherwise, click Not Active. Historical Call reports for Queues, Sites, & Teams; CSR. make more calls, and the corresponding reason codes are displayed on the Agent Desktop. The date when a new security key pair will be generated. position in the queue. with each other. on the left pane to filter the recordings: Queues: Choose one or more queues to filter the recordings returned by queue. Click Active if you want the schedule to become effective at the specified start time on the specified start date. The percentage of calls that were abandoned during the report interval. For calls to be requeued, Agent 2 can end a conference call by clicking the Exit Conference button, and the call continues between Agent 1 and the customer. The number of months to retain recordings. company that delivers a digit string indicating the number the caller dialed along with the call. Only the agents associated with the selected teams appear on the Agents list. 3. When the outdial call ends, your availability status changes based on the configuration that is defined by your administrator. Note that if the agent wraps up the call after the CSR is generated, the Talk Time (min): The number of minutes during which agents were talking with callers. click the appropriate calendar icon, and then select a date from the calendar that appears. The name of the queue that was monitored. When Agent 1 starts a conference call, the customer is taken off hold. Rest the cursor over a number in this column to display a pop-up showing the wrap-up codes the agent entered and If your enterprise uses the Multimedia feature and the report includes more than one media channel, you can click the a collapse These settings are selected when enabling Call Recordings for the tenant. While you are on a call, you can edit the CAD variables if your administrator configures the CAD variables as editable. Based on the configuration set at each organization level the call recording either continues or ends. This setting specifies the number of days to retain recordings. Total Time: The total amount of time an agent spent in the Not Responding state. The time interval between when calls were answered by an agent or other resource and when the calls were terminated. Lost network connection. instead of by a Webex Contact Center agent. To make an outdial call from the Agent Interaction History pane: You must apply a wrap up reason for a voice call. 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. WebStop recording a call. When initiating a blind transfer, do not use an entry point number as the dial number. Cisco Webex Calling Master Admin Course Catalog. You must have accepted the call request. security key pairs: In the Management Portal navigation bar, choose Recording Management > Others. are recorded, and not calls made from other sites. If the customer does not answer the call, the call is returned to the queue. Learn more about how Cisco is using Inclusive Language. state (Total Time divided by Count). The amount of time the call was in a queue waiting to be sent to a destination site. The total amount of time the call was connected to an agent (talk time plus hold time). before the customer answers the call, click, In Flow Designer, your administrator configures the variables, labels of the variables, and the order in which they must appear The number of agents currently in the Idle state. the new workflow. controls on the Threshold Alerts page of the Historical Reports module to display details about threshold alerts that were The customer can drop from an ongoing call with Agent 1 and Agent 2, thereby ending the interaction. The number of calls that were answered within the Service Level threshold provisioned for the queue or skill (in a skills If your enterprise uses the Multimedia feature and the report includes more than one media channel, you can click the a collapse - Call Recording default callback number. The status changes to Consulting on Hold. call, but the call is not connected yet. Click On if you want recording to stop when a call is transferred. In the Team view and Skills by Team view of a current snapshot agent report you can do the following: Click a collapse arrow or expand arrow next to a team name to collapse or expand the list of logged-in agents on the team. Before searching for any recordings, it may be helpful to check, first, whether Administrators and Supervisors can download recordings of calls that were handled by Agents. The number of agents in the Connected state who have placed the caller on hold. If you press Start recording, the call recording Total Time: The total amount of time an agent spent answering consult requests from agents handling inbound calls. The skill operand type that was assigned to the call when it was distributed to the agent. desktop automatically resumes. Specify the percentage of the total number of current calls you want recorded for this queue. You can receive a customer call if your administrator provides you the necessary permissions. and contact your partner. are deleted to make room for new recordings. The Recording Management module can be enabled and configured for users from the User Profile configuration menu. Why Webex call recording and CallCabinet is a match for the ages. Whether or not the call was recorded by Webex Contact Center through the optional call recording feature. to opt out of the queue and receive a callback instead. value down to the nearest 10 seconds, and then multiplying that value by 1, 2, and 3. The total answered time divided by the total number of answered calls: The total amount of time agents spent in the Wrap-up state divided by the total number of answered calls: Wrap Up Time/(Answered + Secondary Answered), The number of times the call was transferred out of the queue by the agent without the first agent consulting or conferencing The total number of calls monitored during the report time interval. After you edit the CAD variable values as required, click Save. a pop-up window. The subset of transferred out calls that were transferred by the agent to another agent or an external DN without the first Enable call recording for Webex Calling users, Small business account management (paid user), User Call A sequence number identifying each leg of a call as it moves through the Webex Contact Center system. Count: The number of times an agent initiated a consult to queue while handling an inbound call. the call to another agent or supervisor. updated based on the actions you perform. The number of calls that were terminated while in queue within the Service Level threshold provisioned for the queue or skill Assign a tag to a recording or remove a tag from a recording. All rights reserved. The status of the incoming call is displayed The sample by CallCabinet | November 30, 2022. For example, consider that you transfer the call from flow1 (EP_Debit Card) to flow2 (EP_Credit Card) and Agent 2Refers to the consulted agent who is part of the conference call. The total amount of time that calls were in the IVR system divided by the total number of calls that were in the IVR system. (inbound connected time plus outdial connected time) plus total wrap up time (inbound wrap-up time plus outdial wrap up time) Because an agent can change the idle code while in the Idle state, the number of idle codes can exceed the number of times Queue: You can either select the required entry point or queue from the drop-down list, or use the search field to filter the list. The date and time that the threshold alert was triggered. When a customer drops from a conference call, the interaction ends, and the Wrap Up Reasons dialog box appears for Agent 1. For more information, see End a Call. The amount of time the agent was in the state. The total number of inbound and outdial calls handled. for your system). were abandoned: The total connected time divided by the total number of calls that were answered during the report interval: Connected Time/(Answered + Secondary Answered). The phone number to which the agent transferred the call in an agent-to-DN transfer. Agent 1 can resume a customer call that was put on hold. Whisper-Coach. service is set to on enabling you to configure it for certain users. with specific area codes. When consulting or transferring a call, if multiple agents edit the same CAD variable value at the same time, the changes Choose queue, team, site, and agent for which you want callback. to record voice calls. Callback requests are routed to you as an incoming call request. Whether or not a supervisor acknowledged the alert. You can select a queue from the Queue drop-down list. until an agent is available. responses to complete your Call Guide. The amount of time agents were talking with callers during the time interval. Agent 2 can end a consult call by clicking the Exit Consult button, and the call continues between Agent 1 and the customer. Consult your legal department about regulatory requirements about recording The agent clicked the Log Out button in the Agent Desktop window. During a blind transfer, the target agent (an agent who receives the call) must be in the Available state. The number of calls that ended in the IVR but were not short calls. The value of the skill requirement assigned to the call when the call was distributed to an agent. Paid subscriptions are available, offering more options like compliance call recording, unlimited retention, AI analysis, and administrator access. The Privacy Shield button is displayed on the Agent Desktop only if the Privacy Shield feature is enabled in Webex Contact Center service configuration. short_call: The call was never connected and the total duration of the call was less than the specified Short Call threshold. Courtesy callback enables the contact center to offer better quality of service, and increase customer retention. The Call Guide tab is displayed in the Auxiliary Information pane if your administrator has configured questions and answers at the campaign level. You must be in the Available state to accept customer calls. Under Advanced Settings, you can specify weekdays and time intervals to record calls. Enable Pause Resume parameter if you want agents to have access to the Privacy Shield icon during call recording. The amount of time an agent spent in the Wrap-up state during the call. Initiate a consult call to a queue, an agent, or a dial number. The actual value that triggered the alert. on the customer's position in queue. more information, see Edit Call-Associated Data Variables. list of tags that are available is displayed on the left. For example, the agent might need to pause potential call recording when obtaining a credit card number or other The number of times the agent was connected to or was wrapping up an outdial call. Agent 2 cannot resume or end a consult call. ivr: The call was handled by the IVR but the caller disconnected before the call was transferred or parked. to transact on credit card details. for your enterprise: In the Management Portal navigation bar, choose Recording Management > Others. Experience, Dubber For more information, see Monitor Calls. Click Pause Recording to pause the recording of an active call. A customer disconnects an incoming call. If an outdial call fails, the Desktop displays error messages for the following scenarios: An outdial call that you dialed doesn't connect to the customer. The APS report is available in the a call to an entry point, you can transfer the call to an entry point associated with the current workflow or a different If you copy a number with special characters to the Dial Number field, the Agent Desktop retains only those special characters that are supported, and removes all other special characters before allowing you to transfer a call. Count: (Not in ADR or Agent Trace report) The number of times an agent went into the Inbound Reserved state, during which a call If necessary, you can also end the call. When you choose a queue, agent, or The site where the team the agent was handling calls for is located. 2022 Cisco and/or its affiliates. Also, when an When migrating from a paid to a free subscription, unlimited retention ends and recordings are deleted after 30 days. Snapshot/Agent view; Historical Agent Summary & Interval reports; ADR. appears in the alphabetical order. by Outdial Connected Count). The number of agents who are connected to or are wrapping up an outdial call. call was distributed to an agent. Please be aware that the Recording Schedule option is ignored If the record all calls option is enabled at the tenant or Queue level. consulted agent's name and dial number. The accuracy in the percentage of calls that are recorded increases with the number of contacts. You can configure a confirmation message that the callback is registered and then disconnect the contact, by using the Play Click End. skill. Click On if you want recording to stop when a call is transferred. If you accept the call, the system places the call to the customer, and the Campaign Contact icon is disabled. To select the start date (the date on which the schedule becomes effective) and end date (the date on which the schedule expires), The system then starts recording the calls that match the criteria. by Hold Count). With Dubber Go, users get convenience call recording. In addition, agents can gain insights on their callback statistics via the "Team Stats- Historic" Agent Performance Statistics (APS) report. and how many times each code was used. (Matched Calls * 100)/ (Connected + Abandoned + Reclassified). All rights reserved. The percentage of calls in queue that have not yet reached the Service Level threshold provisioned for the queue (in a queue You may want to record the calls that are made and received by certain users for various reasons, such as quality Your call request is sent to the phone number you specified. If the administrator has defined the Agent Available After Outdial as Yes, after an outdial call ends, your status is set as Available even if you had made the outdial call in the Idle state. Tags list. The number of media channels to which agents are currently logged in. You can generate a new set of public and private keys periodically based on settings specified Webex Contact Center, a unified, omnichannel contact center solution, is centrally managed and administered from the cloud to improve operational efficiency and how to set up entry points and queues, see Entry Points and Queues. When a change is made to this setting, an email is sent to all users who are authorized to change the setting. The following reports are available for courtesy callback: Courtesy Callback Report: Enables administrators and supervisors to view callback statistics. recording. field is empty, then all agents associated with the selected sites appear. Users have Professional or Basic Webex Calling user licenses assigned. In the table, ADR is an abbreviation for Agent Detail Report. % Time: (Only in ADR and Agent Trace report) The percentage of time the agent was in the Inbound Reserved state. queue for courtesy callback. When the maximum number of minutes is reached, the oldest recordings You can The percentage of calls for which the initial value of the skill required by the call was equal to the final value when the The cumulative amount of time spent handling calls: How the call was handled. callback requires an Agent ID to function. External GroupCopy and paste the corresponding value from Control Hub. Historical Agent Summary & Interval reports; ADR; Snapshot/Agent view; Agent Trace report. Select Yes or No to specify whether or not agents can access recordings that they handled in the past 24 hours. You can enter or paste a maximum of 256 characters for a CAD variable value. For more information on setting The cumulative amount of time agents spent in the Wrap-up state during the call. Cisco Webex Contact Center Setup and Administration Guide, View with Adobe Reader on a variety of devices. If your administrator has enabled transfer to queue for an outdial call, you will have a Queue option in the Transfer Request dialog box. Count: The number of times the agent answered a consult request from another agent who was on an outdial call. list. is available or until the customer opts out of the queue. Consult-Request: The agent initiated a consultation with another agent. time). Name, Agent DN, Agent Team) and a maximum of six variables configured by your administrator. In addition, authorized users can create tags that can be assigned to audio files for use as search queue, based on the contact's position in the queue. Snapshot/Team view & Skills by Team view; Real-time Agent Interval report/Team & Skills by Team level. Wrap Up Time: The amount of time agents spent in the Wrap-up state after an outdial call during the time interval. The call is answered by any available agent. The Record All Calls option at the queue level specifies that all calls for this queue arerecorded. If an issue arises for users, from the Dubber dashboard, click the 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. For more information, see Hold and Resume a Call. overflow: The call was transferred to the overflow destination number provisioned for the queue. All Webex Calling customers have access to the Dubber Go - free subscription. The date and time the agent logged in to the Agent Desktop. If the call is not successfully connected to the customer, or is Total Time: The total amount of time an agent spent consulting other agents. place an outdial call. The number of inbound calls that were connected to the site or team during the time interval. Select the sites, teams, and agents you want to include in your recording schedule. If your profile is configured for outdial, you can make an outdial call to the customer. You can search for call recordings in the Recording Management module. Barged-In. The system also provides a separate file for each call event, such as pause, resume, transfer, and conference. agent to answer the call. Total Time: The amount of time the agent was consulted by another agent who was on an outdial call. The number of times an agent requeued an inbound call. Agent 1 can end a conference call by clicking the End Conference button or by hanging up the physical phone. configuring the dial plan, address book, or both. Click the ellipsis button beside a listed schedule and click Delete. For more information, see Start a Conference Call. All call recording schedules for that queue are displayed. When an agent is available, the agent is offered the callback request in the Agent Desktop, based on the customers The contact center location to which the call was distributed. If your administrator has enabled the Privacy Shield feature for your enterprise, you can pause a call recording while obtaining This document describes how to configure and customizeCall Recordings in Webex Contact Center. For EP-DN, the call is recorded for consult and conference, and not for transfer of the child call (when transferred to another but terminated before being distributed to an agent or other resource. The following table describes the parameters available in the Usage Metrics Report. When Agent 1 resumes a call with the customer who was put on hold, Agent 2 is put on hold and the customer is taken off hold. It is possible to do with the New Webex CC. If your installation includes the encryption option, each recording file for your enterprise is encrypted using a public key To edit, click the (Edit before Call) icon and edit the phone number displayed on the Dialpad, and then click Call. Average Time: (Not in ADR or Agent Trace report) The average length of time agents spent consulting other agents (Total Consult Request The number of calls that were abandoned during the report interval. The cumulative amount of time between when consult-to-queue requests were answered and when the consultations ended. your state to RONA. Count: The number of times an agent sent a consult request to another agent during an inbound call. Teams: Choose one or more teams. However, Time Based is the only supported strategy. The Queues, Sites, and other lists appear based on your access privileges. The amount of time agents spent in the Not Responding state during the time interval. Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Ensure that the following requirements are met: Your partner has enabled this service for your organization, by default, this Cisco Webex Experience Management Post Call Survey, Historical Threshold Alerts Report Parameters. The number of times the call was put on hold. 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. In the Skill view of the current snapshot agent report you can do the following: Click a collapse arrow or expand arrow next to a skill name to collapse or expand the list of logged-in agents who possess Idle: The phone rang but was not answered within a specified period of time. Cisco Webex Contact Center Agent Desktop User Guide, View with Adobe Reader on a variety of devices, View in various apps on iPhone, iPad, Android, Sony Reader, or Windows Phone. Connected Time: The amount of time outdial calls were connected to an agent during the time interval (outdial talk time plus outdial hold This module allows authorized users to search and play recordings. A customer doesn't answer an incoming call. number when visiting the contact center website or interacting with a chatbot (Virtual Agent) on the website. The call continues between Agent 2 and the customer. A customer cannot initiate a consult call. It can be found from the Users page by going to Calling > User Call Experience > Call Recording > Show call recording platform information. The customer can be offered the callback (Optional) You can perform the following while on a consult call with another agent: Click Resume to put the consulting agent on hold and take the customer off hold. For hours of the contact center. This number is used as your caller number, and is displayed in the customer's caller ID. The status is of the team for which campaigns are assigned, the (Campaign Contact) icon is displayed on the horizontal header, and you can make an outbound preview campaign call. You can't make an outdial call when you have an active inbound voice call. The agent was logged out because of a network interruption that exceeded two minutes (unless a different timeout is specified Count: The number of times an agent went into the Idle state. The average length of time spent handling a call (connected time plus wrap-up time), divided by number of answered calls: Connected Time+Wrap Up Time/(Answered + Secondary Answered). count. Historical Agent Summary & Interval reports; ADR & Snapshot/Agent view; Agent Trace report. Total Hold Time: The total amount of time outdial calls were on hold. Dubber portal to add other administrators or reassign Dubber licenses. The result set will contain details of calls handled for those Historical Agent Summary & Agent Interval reports; ADR; Agent Trace report. The date when a new security key pair was last generated. The following options appear: This option allows you to play a recording for the entire call that includes any transfers and conferences. The status of the call is displayed as Ringing. This setting is selected when enabling Call Recordings for the tenant. If the contact center has reached the maximum limit for concurrent calls that is set for the data center or tenant, you cannot The following activities enable you to configure the callback: Menu: Configure a callback menu to enable the customer to choose a callback number. The icon that is displayed for Courtesy Callback and Web Callback is the same. To interact with another agent, it is recommended to initiate a consult call using the Consult Request dialog box in the Agent Desktop rather than using a phone device (hardphone or softphone). These settings need to be configured in concurrence with each other to make it work as designed. Connected: The number of outdial calls that were connected to an agent during the time interval. The Privacy Shield icon is displayed on the Agent Desktop only if the Privacy Shield feature is enabled in your Webex Contact Center service configuration. Snapshot/Agent view; Real-time Agent Interval reports; Historical Agent Summary, Agent Interval, ADR, & Agent Trace report. or expand arrow to the left of an agent name to collapse or expand the data grouped by channel type. The number of times consult-to-queue requests were initiated. The Agent Desktop supports only the special characters + (plus), # (hash), * (asterisk), and : (colon) in the Dial Number field. The number of calls currently in the queues that are covered in the report. Hover the mouse pointer over the phone number of the contact that you want to call and then select Click to Call. To create or edit a call recording schedule: From the Management Portal navigation bar, choose the Call Recording module. Hold Tim: The amount of time outdial calls were on hold during the time interval. When the customer waits in a queue (call is parked) for an agent, you can engage the customer with the following activities: Play Music: Plays a static .wav file as the customer waits in queue. You reject an outdial call. The dial number the agent used to log in to the Agent Desktop. Use Your Personal Meeting Room LinkOpen Appointment Type settings on your dashboard.Under the Web Meetings tab, select Custom Enter custom meeting URL .Selecting this option will open up a field, where you can enter a link. This is where you will enter the link to your Webex personal room. IVR Duration (min): The number of minutes during which calls were in the IVR system. The following table records the actions that each user can perform during a conference call: Agent 1Refers to the agent who starts a conference call. number of agents logged in to all teams at the sites serving this queue. To make an outbound preview campaign call: You must be in the Available state to accept an outbound preview campaign call. For more information, see Answer a Call. a randomly generated private key. The supervisor logged the agent out. If the Teams Queue value is 85 seconds, then 85/3=28.3, which is rounded down to 20, and the chart displays time segments of 20, 40, and The number of calls currently connected to an agent. Real-time Call Interval & Historical Call reports for Entry Points. Boca Raton, FL, USA, Sept, 2022 -- CallCabinet, a cloud-based compliance call recording solution for unified communications platforms, announced the integration of The system logged the agent out in response to a command initiated by Webex Contact Center Operations or Technical Support. The month during which the call activity occurred. View with Adobe Reader on a variety of devices, View in various apps on iPhone, iPad, Android, Sony Reader, or Windows Phone, View on Kindle device or Kindle app on multiple devices. For more information, see Initiate a Consult Call. (sequence number) column of either an entry point or queue call detail Allow Agent To Access Recordings is enabled at the tenant level. the call. operations, Webex Calling sends information to Dubber that an announcement was played. The cumulative amount of time between when consult-to-queue requests were initiated and when the consultations ended. The lower part of the page displays the Pruning Detail settings described in the following table. Total Time: The total amount of time the agent spent in the Idle state. You can configure any of the following settings: This announcement is not included in the recording of the call. Because answered time is calculated after the call is answered, answered time for calls If the variable is marked as secure, the (Secure Variable) icon appears beside the field name in the Interaction Control pane. Hold Time: The amount of time inbound calls were on hold during the time interval. Rest the cursor over the number in this field Courtesy callback isn't supported with capacity-based teams (CBT). A Courtesy Callback report is available in Webex Contact Center Analyzer, for the supervisor and administrator to view callback Count: The number of times an agent answered a consult-to-queue request from an agent who was handling an outdial call. The average length of time spent handling a call (total connected time plus total hold time and total wrap-up time, divided For some enterprises, the value will be displayed as days. ICE (Media optimization) and Call Recording are both features that independently introduce a small audio delay at the beginning of the call and when used together the audio delay is slightly longer and more noticeable to customers. The number of agents currently in the Reserved state, during which a call is coming in but has not yet been answered. In the dialog box that opens, enter a name for the customer attribute and click Save. protected information. In a Skills by Queue report, you can click an entry in this column to drill down to view daily activity for the month (from When editing a CAD variable corresponding to date and time, follow the supported international standard in order to save the Average Time: (Not in ADR, Agent Trace report, or Snapshot/Agent view) The average length of time agents were in the Wrap-up state after You can now transfer the call from the debit card workflow to the credit card workflow. The amount of time the agent was logged in during the time interval. Here are the right links: - API reference: https://developer.webex-cx.com/documentation/captures. Talk Time (min): The number of minutes during which an agent was talking with a party on an outdial call. The consulted agent can exit the call by clicking Exit Consult, and the call continues between you and the customer. An abandoned call is a call that was terminated without sensitive information such as credit card information from the customer. The amount of time between when the call arrived at the entry point or queue and when it was terminated. When an announcement is played during start, stop, pause, or resume The number of calls that were connected to an agent, but that were then immediately disconnected within the Sudden Disconnect The Recording Pause Duration setting specifies how many seconds a call recording is paused if an agent does not click the Turn Off Privacy Shield button. In the Tags section of the page that appears, do one of the following: To create a tag, click Add. Agent 2 cannot apply a wrap up reason for a consulting call. You can initiate a consult call with another agent while you are on an active call with a customer. The number of calls that were terminated within the Short Call threshold provisioned for the enterprise without being connected For more information on the tasks to be performed in the Interaction Control pane when you handle a call, see Make an Outdial Call. The recordings are in standard .wav format. Possible values: abandoned: The call was terminated before being distributed to a destination site, but was in the system for longer than the time specified The number of times an agent transferred an inbound call without consulting first. The customer can drop from an ongoing call with Agent 1, thereby ending the interaction. Overview. Transferred-out calls may begin as a consultation or conference, but are counted as transferred-out only when the first Possible values: The number of calls with this skill requirement that were transferred from the queue by the system. The average length of time spent handling a call (connected time plus wrap-up time, divided by number of calls). customer or partner administrator must accept the Dubber To change an existing value, select the value and overwrite it with a new value. For more information on the tasks that you can perform when handling a call, see Answer a Call. The sum of all calls transferred from this queue to an agent, external DN, or another Webex Contact Center queue: The number of calls that were transferred to this entry point by an agent. The number of agents currently connected to an inbound call, or in the Skill view, the number of agents connected to a call number of inbound calls). by staff hours. For example, the, After you have helped your customer with queries, it is a good practice to ask the customer to end the, Make an Outdial Call from Agent Interaction History. unknown: This is the default value when no other value overrides it. Enable call recording for Webex Calling users. Webex Contact Center Recording functionality can be customized based on your requirements using various tenant level settings. When the interaction ends, the agent chooses a wrap-up code to wrap up the call. arrow or expand arrow to the left of an agent name to collapse or expand the data grouped by channel type. but that were then immediately disconnected within the Sudden Disconnect threshold provisioned for the enterprise. transfer_error: The call could not be transferred to the agent. Total Time: The total amount of time agents were connected to inbound calls. If you do not wish to wait, then click Cancel Consult to cancel the initiated consult request. The number of calls the agent handled (or, for the Skill view, the number of calls the agent handled for that skill) since If the customer drops from a consult call, the interaction ends. the Queue is active or inactive. The number of times an error occurred during the transfer process. The administrator who enabled the user for call recording is also added into The number of times the call was transferred by an agent. The Agent Interaction History pane displays your previous voice call communications with a customer in the All and Calls tabs. these individual files by clicking the arrow button to the left of a listed recording. The number of calls that were transferred to another entry point. the call to you, and a timer indicating the time that is elapsed since you received the call. From the Management Portal navigation bar, choose Recording Management. Total Time: Total Outdial CTQ Answer Time plus Total Outdial CTQ Request Time. These settings need to be configured in concurrence with each other to make call recording work as designed. When the customer responds to your call, the timer starts, and the Interaction Control pane is displayed. You can configure the Play Music activity and the Play Message activity to play the audio files intermittently, until an agent courtesy callback flow: For more information on how to configure a flow using the Flow Designer, see Flow Designer Overview. The measure of time the agent spent on calls compared to available and idle time, calculated by dividing inbound connected report. by your administrator, the Cancel button appears in the contact card request. The following table describes the available parameters. Based on the answer, you are prompted to traverse through the next set of questions in the call guide. For more information, see Initiate a Consult Call. by Idle Count). When you are in the RONA state, you cannot receive any calls. You can enter the phone number in the following formats: The Desktop supports only the special characters + (plus), # (hash), * (asterisk), and : (colon) in the dialpad. Outdial call recording is based on the site, team, and agent who makes the outdial call. In the dialog box that opens, click Open to open the file, or click Save, navigate to the directory where you want to save the file, and then click Save. After you have helped your customer with queries, it is a good practice to ask the customer to end the voice call. Reserved Time: The amount of time agents were in the Reserved state, during which incoming calls were ringing but had not yet been answered. The amount of time inbound calls were connected to an agent during the time interval (talk time plus hold time). 2022 Cisco and/or its affiliates. The average length of time spent handling an inbound call (Total Inbound Connected Time plus Total Wrap Up Time, divided by Wrap Up Codes: Choose one or more codes from the list to filter the search based on the wrap-up codes. The Consult Requested state is displayed next to the timer. If your user profile authorizes you to access the Security Keys page, you can view and change the schedule for generating The customer can be offered an Opt Out of Queue menu option, based on the EWT/PIQ. count when the call ends. Not Responding: The agents phone rang but the agent did not answer within a specified period of time. Recordings only display for active Queues. webex.com. Normal logout. (If the call was both coached and barged-in on, the value of this parameter is Barged-In). Rest the cursor over a number in this column The first person to join the meeting who has a host Possible values: The value of the skill requirement assigned to the call when it arrived in the queue. Queue Duration (sec): The number of seconds during which calls were in a queue. that is randomly generated. The number of calls for which monitoring began after the call was already in progress. For more information, see Transfer a Call. You may want to record the calls that are made and received by certain users for various reasons, such as quality assurance, Total Time: The total amount of time an agent spent in the Reserved state. For more information, see the section Assign and Remove Tags and Create and Export Tags. Agent 1 can initiate and end a consult call. The Acces to Recordings option can be configured for agents through the Agent Profile configuration menu. A customer cannot initiate a conference call. Team Stats - Historic Report: Enables agents to gain insights on their performance with respect to callback contacts. The outdial configuration includes Transferred-out For more information, see Initiate a Consult Call. Connected Calls: The number of outdial calls that were connected to an agent. that are saved first are displayed and the other agent is notified with a message. The measure of time the agent spent on calls compared to available and idle time, calculated by dividing total connected time For more information, see Answer a Call. On accepting the terms sent to an overflow number if it is queued for longer than the maximum time specified in the routing strategy or because an If you copy a number with special characters to the Dial Number field, the Agent Desktop retains only those special characters that are supported, and removes all other special characters before you initiate a Hold Count: The number of times an agent put an outdial call on hold. call. The number of calls that were monitored from beginning to end. Total Calls: The total number of inbound calls. For a new installation, the value in this field is N/A (not available). In Flow Designer, your administrator configures the variables, labels of the variables, and the order in which they must appear One with audio of both the caller and the agent, one with just the caller audio, and one with just the agent audio. Click the ellipsis button beside a listed recording on the Search Results page and click Tags. The longest amount of time a call has been in each queue covered in the report. The number of calls that are currently in the IVR system. Terms of Service on behalf of the customer. A new API will be available to enable downloading of the recordings." Agent 1 can consult with Agent 2 and put Agent 2 on hold. % Talk Time: (Only in ADR and Agent Trace report) The percentage of inbound connected time the agent was talking with the caller. The amount of time the call was on hold in this queue (for a queue CSR) or in all underlying queues (for an entry point CSR). We support On-demand recording, Always, and Always with Pause/Resume recording. The default Average Hold Time: (Not in ADR or Snapshot/Agent view or Agent Trace report) The average hold time for inbound calls (Total Hold Time divided If the End Call There may be a delay for the system to display the updated CAD variable values, based on the routing configuration or events If set to No, call recordings still could be enabled based on settings for each queue or by using the Call Recording Schedule. The value of the skill requirement assigned to the call when the call was distributed to the agent. You can filter the search based on tags by selecting them in the information is correct: Service ProviderCopy and paste the corresponding value from Control Hub. If you select a different queue to make the callback, the callback request is placed at the end of the new queue. The number of agents who are currently logged in to this team or to all teams at this site. In this case that the agent can pause and resume the recording. Name, and Email ID with Dubber. Typically te transfer is because For more information, see Hold and Resume a Call. Total Time: The total amount of time an agent spent in the Wrap-up state after an outdial call. The retrieved list displays the current agent availability states. The call was not monitored. Click the name of an agent to drill-down to the Agent view for that agent. Average Time: (Not in ADR, Agent Trace report, or Snapshot/Agent view) The average amount of time agents were in the Outdial Reserved Webex Contact Center Recording functionality can also be customized based on customer requirements using various Queue based settings. The following table describes the parameters available in Webex Contact Center real-time and historical call reports. The number of calls that came in to this entry point from another entry point. Check with Cisco TAC and ensure the Tenant Privacy Shield is enabled. To create a tag or export a list of tags: From the Management Portal navigation bar, choose Recording Management > Search Attributes. The skill operand type that was assigned to the call when it was distributed to an agent with a matching skill. The number of calls that left this queue after having been transferred by the agent to another queue. agent. The number of calls that were monitored using the Invisible mode, which prevents the monitoring session from being displayed dial number, consider the following: Consider the following before transferring a call to an agent: You cannot transfer a call to an agent who is in the Wrap Up state. consult call. feature is enabled by your administrator, the Ringing status is replaced with the Cancel button in the contact card request. In the table, CSR is an abbreviation for Customer Session Record. The callback requests are sent to the Webex Contact Center system. If the customer does not respond to the call or rejects the call, the callback request is canceled. workflow. The reason the agent logged out. Thus, 1 month means 32 days; 2 months means 31 days x 2 + 1 day = 63 days. If your user profile authorizes you to access the Pruning Details settings, you can view the pruning strategy settings specified In the Agent Interaction History pane, select the All tab or the Calls tab. The goal of this document is to help you understand how to enable and configure Call Recordings and Recording Management in Webex Contact Center. The following table describes the parameters available in Webex Contact Center historical Skills by Queues reports. You can configure the Callback activity to use the same queue Transferred and short calls are not counted. flow2 (EP_Credit Card) is the active workflow: CAD variables with the same data type: If both flow1 and flow2 have a CAD variable customerID of type Integer, the value of the CAD variable customerID is copied from flow1 to flow2. option during peak hours or non-working hours of the contact center. When migrating from a free to a paid subscription, automatic deletion stops and unlimited retention begins. Please enter the number of seconds the recording to be stopped, if the agent doesn'tclick the Turn Off Privacy Shield button earlier, The percentage field indicates, what % of all call volume to the specific queue must be recorded. Enter in 24-hour format (0000 to 2400) the time of day you want the schedule to start and end. Both calls cannot be on hold simultaneously. 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