code. After the agent accepts the callback request, the call is dialed out to the customer. Connected Time: The amount of time outdial calls were connected to an agent during the time interval (outdial talk time plus outdial hold For more information, see the Team Stats - Historic report in the Agent Performance Statistics Reports chapter in the Cisco Webex Contact Center Agent Desktop User Guide. configuring the dial plan, address book, or both. Agent 2 cannot apply a wrap up reason for a conference call. This icon displays only in the Team view and only if the agent is in the Connected state and your user profile authorizes more information, see Edit Call-Associated Data Variables. Average Hold Time: (Not in ADR, Agent Trace report, or Snapshot/Agent view) The average hold time for outdial calls (Total Hold Time divided Click the name of an agent to drill-down to the Agent view for that agent. rejected by the customer, it isn't retried. The number of calls that came into the system by way of a specific dialed number. The sample flow and the sequence of steps depicted here are based on this scenario. The number of agents in the Connected state who have placed the caller on hold. Under Advanced Settings, you can specify weekdays and time intervals to record calls. If you press Start recording, the call recording Count: Outdial CTQ Answer Count plus Outdial CTQ Request Count. Total Time: The amount of time the agent was consulted by another agent who was on an outdial call. Teams: Choose one or more teams. Click the ellipsis button beside a listed schedule and click Delete. The Record All Calls option at the queue level specifies that all calls for this queue arerecorded. reclassified: The call was sent to another entry point. options when the customer opts out of the queue: Leave a voice mail: Configure a Blind Transfer activity to enable the customer to leave a voice mail when the customer opts out of the queue. Historical Call reports for Queues, Sites, & Teams; CSR. For more information, see Hold and Resume a Call. to record voice calls. Time divided by Consult Answer Count). Based on the answer, you are prompted to traverse through the next set of questions in the call guide. threshold provisioned for the enterprise. off hold, the consulting agent is automatically put on hold. During a blind transfer, the target agent (an agent who receives the call) must be in the Available state. Your administrator marks the variables containing sensitive information, such as personally identifiable information (PII) Count: The number of times an agent went into the Wrap-up state after an inbound call. The cumulative amount of time between when consult-to-queue requests were initiated and when the consultations ended. The system logged the agent out in response to a command initiated by Webex Contact Center Operations or Technical Support. to transact on credit card details. Experience our all-in-one, cloud-based contact callback. Barged-In. Agent Desktop. For more information When the transfer request is initiated, the Wrap Up Reasons dialog box appears for Agent 1. You also have these recording options: On DemandWhen a call starts, call recording automatically starts on a server. Click Transfer to transfer the call to the consulting agent. The APS report is available in the Total Time: The total amount of time an agent spent consulting other agents during inbound calls. When a customer drops from a conference call, the interaction ends, and the Wrap Up Reasons dialog box appears for Agent 1. Consult your legal department about regulatory requirements about recording For more information, see Transfer a Call. Connected: The number of outdial calls that were connected to an agent during the time interval. When the limit is reached the oldest recordings beyond the specified storage security key pairs: In the Management Portal navigation bar, choose Recording Management > Others. Before searching for any recordings, it may be helpful to check, first, whether Agent 2 cannot apply a wrap up reason for a consulting call. The amount of time agents were in the Idle state during the time interval. Cisco recommends that you have knowledge of the following topics: Note: This document is targeted towards customers and partners who have deployed Webex Contact Center to their network infrastructure. The total amount of time that calls were in the system before they were abandoned divided by the total number of calls that If the Teams 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 supervisor logged the agent out. Whether or not a supervisor archived the alert. Transferred-out calls may begin as a consultation or conference, but are counted as transferred-out only when the first When a customer dials in to the contact center and waits in queue for an agent, the customer can be provided with the option If your user profile authorizes you to access the Security Keys page, you can view and change the schedule for generating Why Webex call recording and CallCabinet is a match for the ages. Webex Contact Center, a unified, omnichannel contact center solution, is centrally managed and administered from the cloud to improve operational efficiency and random bit generator (DRBG). as the inbound call, or a different queue to make the callback. To reset all lists and fields, and start over again, click Reset. Total Time: Total Inbound CTQ Answer Time plus Total Inbound CTQ Request Time. Total Time: The total amount of time an agent spent answering consult requests from agents. Transferred and short calls are not counted. Total Time: The total amount of time an agent spent in the Wrap-up state after an outdial call. The dial number the agent used to log in to the Agent Desktop. Specify the percentage of the total number of current calls you want recorded for this queue. The icon that is displayed for Courtesy Callback and Web Callback is the same. The customer can provide the callback number, or the customer's ANI (Automatic Number Identification) number is used as the 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. option during peak hours or non-working hours of the contact center. If the customer does not answer the call, the call is returned to the queue. Learn more about how Cisco is using Inclusive Language. value down to the nearest 10 seconds, and then multiplying that value by 1, 2, and 3. To remove a tag from the recording, select a tag in the list on the right and click Remove Tag to move it to the list on the right. possess the skill. % Time: (Only in ADR and Agent Trace report) The percentage of time the agent spent answering consult requests. a call to an entry point, you can transfer the call to an entry point associated with the current workflow or a different After you review the customer's contact information, click Call to make the call or click Skip to view the next preview campaign call request. In this case that the agent can pause and resume the recording. short_call: The call was never connected and the total duration of the call was less than the specified Short Call threshold. If Pause/Resume Enabled is set to Yes, you canspecify the Recording Pause Duration in seconds. Agent 1 can initiate and end a consult call. The following steps summarize the sample courtesy callback flow: The customer contact is routed to an appropriate queue in accordance with the Menu and Queue Contact configuration. For more information, see Transfer a Call. The number of calls that ended during the report interval. click the appropriate calendar icon, and then select a date from the calendar that appears. 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 agents currently in the Reserved state, during which a call is coming in but has not yet been answered. The number of calls that were monitored using the Invisible mode, which prevents the monitoring session from being displayed This is because tenant settings supersede queue settings. Connected Calls: The number of inbound calls that were connected to an agent. Total Time: The total amount of time an agent spent in the Reserved state. Dubber validates the administrator email address and prevents the same a randomly generated private key. The measure of time the agent spent on calls compared to available and idle time, calculated by dividing inbound connected Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues. Average Time: (Not in ADR or Agent Trace report) The average length of consulting time (Total Consult Time divided by Consult Count). Answered, abandoned, and disconnected calls are included in this Cisco Webex Contact Center Setup and Administration Guide, View with Adobe Reader on a variety of devices. Check this check box to specify a time interval for automatically generating a new security key pair. Average Time: (Not in ADR, Agent Trace report, or Snapshot/Agent view) The average amount of time agents were in the Outdial Reserved Message and the Disconnect Contact activities. You can access When the interaction ends, the agent chooses a wrap-up code to wrap up the call. During a conference call, the customer cannot be put on hold. The customer receives the call from an ANI associated This parameter appears in the Webex Contact Center window that opens when you click an entry in the S No. While the call was monitored, the monitoring supervisor coached the agent, but did not barge in on the call. A and Agent B) edit the same CAD variable at the same time and Agent A saves the value. Recordings only display for active Queues. are deleted to make room for new recordings. Average Time: The average length of time agents were in the Inbound Reserved state (Total Available Time divided by Available Count). The contact center location to which the call was distributed. Click the ellipsis button beside a listed recording on the Search Results page and click Tags. One with audio of both the caller and the agent, one with just the caller audio, and one with just the agent audio. The maximum number of minutes of recordings per agent. Webex Contact Center Recording functionality can also be customized based on customer requirements using various Queue based settings. that are waiting to be answered is not reflected in the report. if the agent has just signed in and has not selected an idle code. The wrap-up code that the agent gave for the call. skill. You can edit one or more CAD variables using the Interaction Control pane. appears in the alphabetical order. number of agents logged in to all teams at the sites serving this queue. service is set to on enabling you to configure it for certain users. midcall monitoring. The skill operand type that was assigned to the call when it was distributed to the queue. Hold Time: The amount of time inbound calls were on hold during the time interval. To make an outbound preview campaign call: You must be in the Available state to accept an outbound preview campaign call. Contact Center. You can migrate users from a free to a paid subscription or from a paid to a free not reflected in the report. The documentation set for this product strives to use bias-free language. Click On if you want the agent to have access to the Privacy Shield icon during call recording so that the agent can pause and resume Because queued time is To change an existing value, select the value and overwrite it with a new value. Only the agents associated with the selected teams appear on the Agents list. to an agent. Cisco Webex Experience Management Post Call Survey, Outdial Automatic Number Identification (ANI). The number of agents currently consulting with another agent. Click Pause Recording to pause the recording of an active 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. The following table records the actions that each user can perform during a consult call: Agent 1: Refers to the agent who initiates a consult call. Name, and Email ID with Dubber. consulted agent's name and dial number. Rest the cursor over a number in this column to display a pop-up showing the wrap-up codes the agent entered and value are deleted. For example, the customer cancels an incoming call. When the customer responds to your call, the timer starts, and the Interaction Control pane is displayed. The number of calls with this skill requirement that were connected during the report interval. is available or until the customer opts out of the queue. 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 The name of the agent who handled the call or a numeric ID code if the call was handled by a capacity-based team resource (sequence number) column of either an entry point or queue call detail 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. When you choose a queue, agent, or (in a skills interval by queue report). 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. When migrating from a paid to a free subscription, unlimited retention ends and recordings are deleted after 30 days. While you are on a call, you can edit the CAD variables if your administrator configures the CAD variables as editable. Snapshot/Team, Agent, & Skill views; ADR; Agent Trace report. Be sure to instruct agents about this feature. You can select Time Based, Agent Minutes, or Storage Based Pruning Strategy. Call Recording is an optional service module that enables authorized users to record calls handled by Webex Contact Center. by connected count). In the Team view, you can click the name of an agent to drill-down to the Agent view for that agent. CAD variables with dynamic updates (such as account balance): If both flow1 and flow2 have a CAD variable acBalance of type Integer, and activities such as Set Variable which dynamically update the variable value, then acBalance in flow2 will have the new value. statistics. (Total Not Responding Time divided by Not Responding Count). You can select a queue from the Queue drop-down list. a customer (inbound call), theconnecting popover is followed by the contact request popover. When the interaction Agent 1 can start a conference call with Agent 2 by clicking the Conference button. In the case of entry-point reports, this is the Total Time: Total Outdial Consult Answer Time plus Total Outdial Consult Request Time. For example, the agent might need to pause a potential call recording to obtain credit card numbers or other protected information. 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. The Wrap Up Reasons dialog box appears. If the Record All Calls option is set to yes, all inbound and outbound calls are recorded for the tenant. All call recording schedules for that queue are displayed. make more calls, and the corresponding reason codes are displayed on the Agent Desktop. Click On if you want recording to stop when a call is transferred. When a user requests a recording file, the Recordings Server software decrypts the file using connected time is not calculated until the call is terminated, the connected time for a call that is still in progress is the Callback activity. Filter by Call Attributes: You can enter values that appear under the Call Attributes field to filter the search results based on the following attributes: If the search criteria match, then the Search Results page lists the recordings. Experience, and then turn on Call For some enterprises, the value will be displayed as days. Consult-Request: The agent initiated a consultation with another agent. % Talk Time: (Only in ADR and Agent Trace report) The percentage of inbound connected time the agent was talking with the caller. Enable Pause Resume. The number of times the agent initiated a conference call. The amount of time an agent spent in conference with the caller and another agent. Use the Get Queue in Flow Designer. list of tags that are available is displayed on the left. Keep in mind that if you later turn off the Call Recording feature, the 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 2022 Cisco and/or its affiliates. third-party utilities. The number of agents currently connected to an inbound call, or in the Skill view, the number of agents connected to a call Talk: The agent was talking on an inbound call. The number of calls that are currently in the IVR system. The number of calls that were terminated within the Short Call threshold provisioned for the enterprise without being connected Initiate a three-way communication between you, the customer and another agent. The phone number to which the agent transferred the call in an agent-to-DN transfer. The documentation set for this product strives to use bias-free language. are recorded, and not calls made from other sites. For blind transfer to Dial Number (DN), and Entry Point (EP) to Dial Number (DN) call patterns there may be a mismatch in call. The transcript The amount of time the call was in a queue waiting to be sent to a destination site. Total Time: The total amount of time an agent spent in the Available state. The time the agent logged in and logged out and each state the agent was in during the login session: Available: The agent was available and waiting for calls. (*) mark parameters that are available only in a skill summary report, which you can display by drilling down on a skill name You are prompted to answer a question. Your administrator adds the outdial ANI list to your profile. Then, the value being entered by Agent For a new installation, the value in this field is N/A (not available). When you are consulting with another agent, your call with the customer is automatically put on hold. The contact request popover displays the Incoming Call label, the (Incoming Call) icon, the variables configured by your administrator, and a timer indicating the time elapsed since you received The number of agents currently consulting with another agent after initiating or answering a consult-to-queue request. to display a pop-up showing the idle codes the agent entered and how many times each code was entered. Snapshot/Agent view; Historical Agent Summary & Interval reports; ADR. The cumulative amount of time agents spent in the Wrap-up state during the call. The status of the incoming call is displayed as Ringing.The contact request popover displays the Incoming Call label, the (Incoming Call) icon, phone number of the customer, DNIS (Dialed Number Identification Service), name of the queue that routed If the Pause/Resume Enabled field at the Tenant level is set to Yes, then settings at the Queue level areignored. This feature is not available for users who purchased the service on Transfer a call to a queue, an agent, or a dial number. 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 number of times agents initiated a conference call to an agent or external number. Count: Outdial Consult Answer count plus Outdial Consult Request count. The Custom Attributes section of the Recording Management > Search Attributes page enables authorized users to create attributes that can be saved with recordings and later searched for. Your call request is sent to the phone number you specified. These settings need to be configured in concurrence with each other to make call recording work as designed. Below is the list of key tenant level settings: If Recording Management Enabled is set to Yes, then the Recording Management module is enabled for your enterprise. The date and time the agent logged in to the Agent Desktop. To copy a CAD variable value, hover the mouse pointer over it and then click . an outdial call (Total Outdial Wrap Up Time divided by Outdial Wrap Up Count). 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 answered within the Service Level threshold provisioned for the queue or skill (in a skills LoggingInAnotherInstance. the call to you, and a timer indicating the time elapsed since you received the call. In the Agent Interaction History pane, select the All tab or the Calls tab. When an agent is available, the system initiates a callback to the customer. access and manage their recordings from their Dubber portal. The number of months to retain recordings. Total Time: The total amount of time an agent spent in the Not Responding state. The number of answered calls divided by the number of calls that entered the queue minus short calls multiplied by 100. The format of the phone number that you can dial is determined by the settings For example, an agent might move from Idle-Break to Idle-Email. The total amount of time agents were logged in. Paid subscriptions are available, offering more options like compliance call recording, unlimited retention, AI analysis, and administrator access. The teams and agents associated with the selected sites display in the Teams and Agents lists. This number is used as your caller number, and is displayed in the customer's caller ID. Receive a courtesy callback: The customer's position in queue is retained to receive a courtesy callback. Note that if the agent wraps up the call after the CSR is generated, the in the Security Keys tab. If your enterprise uses the Multimedia feature and the report includes more than one media channel, you can click the a collapse A value assigned by the system that uniquely identifies a call during its life cycle. position in the queue. For more information, see Answer a Call. An abandoned call is a call that was terminated without For more information, see Initiate a Consult Call. You can enable the Recording Pause Duration at the Queue level. Real-time Call Interval & Historical Call reports for Entry Points. In Flow Designer, your administrator configures the variables, labels of the variables, and the order in which they must appear To make an outdial call from the Agent Interaction History pane: You must apply a wrap up reason for a voice call. Alternatively, you can enable the customer to opt out of the call and receive a callback before the call is routed to a queue; The Privacy Shield button is displayed on the Agent Desktop only if the Privacy Shield feature is enabled in the tenant service configuration. If your profile is configured for outdial, you can make an outdial call to the customer. on the left pane to filter the recordings: Queues: Choose one or more queues to filter the recordings returned by queue. characters. All rights reserved. When transferring The amount of time an agent spent in the Wrap-up state during the call. The number of times the call was transferred by an agent. It is recommended to query and fetch the data by a date range. Asterisks Check with Cisco TAC and ensure the Tenant Privacy Shield is enabled. Recording. WebAdmin Audit Events Authorizations Events Groups Historical Analytics Hybrid Clusters Hybrid Connectors Licenses Locations Meeting Qualities Organizations People Recording Report The date and time the agent logged out. You can also use the features of the optional Webex Contact Center Recording Management module to search for and play recorded files. To filter the list based on more criteria, click the Advanced Search button. webex.com. Total Time: The total amount of time agents were connected to inbound calls. The customer is taken off hold and you, the customer, and the consulting agent can communicate These settings need to be configured in concurrence with each other to make it work as designed. Count: The number of times an agent answered a consult request plus the number of times an agent consulted other agents. Optional comments, if any, entered by the supervisor who acknowledged the alert. WebDownload Webex; Schedule from Microsoft Outlook; See people's availability; Install your Room or Desk device; Get started with Webex App; Record a meeting; Share files with A customer cannot initiate a consult call. recording. The Agent Desktop supports only the special characters + (plus), # (hash), * (asterisk), and : (colon) in the Dial Number field. field is empty, then all agents associated with the selected sites appear. This document describes how to configure and customizeCall Recordings in Webex Contact Center. the call. The connected time divided by the number of calls that were connected during the time interval. If the variable is marked as secure, the (Secure Variable) icon appears beside the field name in the Interaction Control pane. Total Time: The total amount of time an agent spent answering consult-to-queue requests from agents handling outdial calls. The name of the queue that was monitored. :(Not available in Agent Summary and Interval reports) The percentage of time the agent was in the Idle state. After the time has elapsed, the Your administrator defines the workflows, queues, and entry points based on your organizational requirements. Historical Agent Summary & Interval reports; ADR; Agent Trace report. A maximum of 30 variables are displayed on the Interaction Control pane. Choose queue, team, site, and agent for which you want 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. Historical Call reports for Queues, Sites, & Teams. The number of outdial calls the agent transferred to another agent, queue, or number. If your enterprise uses the Multimedia feature and the report includes more than one media channel, you can click the collapse For more information, see Apply a Wrap-Up Reason. However, Time Based is the only supported strategy. This is because tenant settings supersede Queue settings. Snapshot/Site, Team, Skill, & Skills by Team views. and how many times each code was used. The name of the team to which the call was distributed. Initiate a consult call to a queue, an agent, or a dial number. The date when a new security key pair will be generated. Whisper-Coach. The name of the entry point associated with the call. For example, consider that two agents (Agent If the customer accepts the call, you are connected to the customer and the Interaction Control pane is displayed. Wrap Up Time: The amount of time agents spent in the Wrap-up state after an inbound call during the time interval. three time segments. You can filter the search based on tags by selecting them in the The number of times an agent requeued an inbound call. The number of inbound calls the agent transferred to another agent, queue, or number. You cannot end the call when the call is on hold. callback requires an Agent ID to function. The customer can drop from an ongoing call with Agent 1 and Agent 2, thereby ending the interaction. The cumulative amount of time calls were in the IVR system. When the interaction ends, the agent chooses a wrap-up code to wrap up the 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
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