in the Short Call threshold provisioned for the enterprise. the Queue is active or inactive. 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 To start a three-way conference call between you, the customer and another agent: You must have initiated a consult call. The customer can drop from an ongoing call with Agent 1 and Agent 2, thereby ending the interaction. 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. Total Time: The amount of time the agent was consulted by another agent who was on an outdial call. Why Webex call recording and CallCabinet is a match for the ages. or expand arrow to the left of an agent name to collapse or expand the data grouped by channel type. On the upper part of the dialog box that opens, the list of tags assigned to the recording is displayed on the right and a Historical Agent Summary & Interval reports; ADR; Agent Trace report. By default, Cisco retains recordings for 30 days. 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. From the customer view in https://admin.webex.com, go to Users and then select a user. The number of agents currently in the Wrap-up state. The browser window in which the Agent Desktop application was running was closed while the agent was logged in. If your user profile authorizes you to access the Pruning Details settings, you can view the pruning strategy settings specified The average length of time spent handling an outdial call (Total Outdial Connected Time plus Total Outdial Wrap Up Time, divided Record and pause the voice call recording. When you enable call recording for the first user in the organization, the The Record All Calls setting at the tenant level supersedes the option at the queue level. Learn more about how Cisco is using Inclusive Language. workflow. Play Message: Informs the customer of the position in queue (PIQ) and the estimated wait time (EWT) using this activity. The Conference icon is displayed next to the timer. 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. Exclude Deleted Agents: Check the check box to exclude recordings for deleted agents from the search. threshold provisioned for the skill. Only the agents associated with the selected teams appear on the Agents list. statistics. Receive a courtesy callback: The customer's position in queue is retained to receive a courtesy callback. Security Keys - Allows authorized users to access the Security Keys tab to view and change the schedule for generating security key pairs. feature is enabled by your administrator, the Ringing status is replaced with the Cancel button in the contact card request. is coming in to an agents station but has not yet been answered. Lost network connection. You can enter or paste a maximum of 256 characters for a CAD variable value. Agent Desktop. The status of the incoming call is displayed Average Time: (Not in ADR or Snapshot/Agent view) The average inbound connected time (Total Time divided by Connected Count). Average Time:(Not available in ADR or Agent Trace report) The average length of time agents were in the Idle state (Total Idle Time divided The number of agents currently consulting with another agent. The name of the queue associated with the call. You can filter the search based on tags by selecting them in the Inbound Answered calls plus Outdial Attempted calls. Otherwise, click Not Active. The chart displays the number of calls that have been in the queue for the length of time represented by The call continues between Agent 1, Agent 2, and the count. Cisco Webex Experience Management Post Call Survey, Outdial Automatic Number Identification (ANI). All call recording schedules for that queue are displayed. All rights reserved. Agent 1 can resume a customer call that was put on hold. For example, due to call connectivity issues. The cumulative amount of time between when consult-to-queue requests were initiated and when the consultations ended. desktop automatically resumes. a pop-up window. 2. make more calls, and the corresponding reason codes are displayed on the Agent Desktop. The result set will contain details of calls handled for those report) or skill (in the skill rows of a skills-by-queue report). The system also provides a separate file for each call event, such as pause, resume, transfer, and conference. agent completes the transfer to the second party. You must submit your The cumulative amount of time that calls were in the system for longer than the time specified by the Short Call threshold, The team the agent was handling calls for. You cannot end the call when the call is on hold. your state from RONA to Available manually. The date when a new security key pair will be generated. You reject an outdial call. interval by queue report). Click Conference to establish a three-way communication between you, the customer and the consulting agent. The longest amount of time a call was in the queue waiting to be answered. 60 seconds. For more information, see End a Call. The callback requests are sent to the Webex Contact Center system. The number of inbound calls that were connected to the site or team during the time interval. on consulting with another agent, see Initiate a Consult Call. The wrap-up code that the agent gave for the call. Average Handle Time: The average length of time spent handling an inbound call (inbound connected time plus inbound wrap-up time, divided by Sites: Choose one or more sites. with special characters in the dialpad, the Desktop retains only those special characters that are supported, and removes all other special characters before allowing you to Webex Audio Not Working TroubleshootGetting to Start With. Webex consumes your using operating system by default sound- speaker and mic, but it can be altered to particular device before getting to join meeting.Join the Audio Portion of the Session. Getting to Connect with Sessions Audio. Having to Test your Speaker and Microphone. Standard and AI licenses require a contractual agreement with Dubber. Talk Time (min): The number of minutes during which an agent was talking with a party on an outdial call. by Hold Count). When the callback is canceled, the Wrap Up Reasons dialog box appears. The amount of time an agent spent in conference with the caller and another agent. Click End. The percentage of calls for which the initial value of the skill required by the call was equal to the final value when the Here are the right links: - API reference: https://developer.webex-cx.com/documentation/captures. 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. One with audio of both the caller and the agent, one with just the caller audio, and one with just the agent audio. When a call is being recorded, dual streams are sent to Dubber. In entry point and queue reports, you can click a number in this column to display the Age of Calls in Queue pie chart in Currently, this is a custom setting. The amount of time between when the call arrived at the entry point or queue and when it was terminated. Transferred-out calls may begin as a consultation or conference, but are counted as transferred-out only when the first The number of calls that ended during the report interval. If the call is not successfully connected to the customer, or is recorded before this change are still maintained on the Dubber platform. For EP-DN, the call is recorded for consult and conference, and not for transfer of the child call (when transferred to another outdial ANI is configured by your administrator. Real-time call interval reports for Sites, Teams, Queues, & Skills by Queue; Historical Call reports for Queues, Sites, & The number of agents who are connected to or are wrapping up an outdial call. 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 If the End Call For more information on ANI, see Outdial Automatic Number Identification (ANI). This capability can be granted under User Profiles. The number of agents currently consulting with another agent after initiating or answering a consult-to-queue request. The phone number to which the agent transferred the call in an agent-to-DN transfer. 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 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. Dubber account is created once you accept the terms and condition from Dubber Go. Please be aware that the Recording Schedule option is ignored If the record all calls option is enabled at the tenant or Queue level. Enable call recording for Webex Calling users, Small business account management (paid user), User Call to record voice calls. that it is paused successfully. but terminated before being distributed to an agent or other resource. The following figure illustrates a sample The call is answered by any available agent. Historical Call reports for Queues, Sites, & Teams. Total Time: The total amount of time an agent spent answering consult-to-queue requests from agents handling outdial calls. Operational logout. three time segments. Total Time: The total amount of time an agent spent consulting other agents. That is, the three default variables (Agent The time interval between when calls were answered by an agent or other resource and when the calls were terminated. 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. The number of calls that came into the system by way of a specific dialed number. It is possible to do with the New Webex CC. With the paid licenses, you have access to unlimited recordings, unlimited storage, and recordings can be accessed by the administrator. The Privacy Shield button is displayed on the Agent Desktop only if the Privacy Shield feature is enabled in Webex Contact Center service configuration. The site where the team the agent was handling calls for is located. Click On if you want recording to stop when a call is transferred. All rights reserved. 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. This column appears only in agent-level summary reports. Learn more about how Cisco is using Inclusive Language. The models include pseudorandom number generator (PRNG) or deterministic the first agent clicks the Queue button, selects a queue from the drop-down list, and clicks Transfer. Caller (customer): The Interaction Control pane displays the customer details. To receive requests of any media channels including new voice calls, you must change If the contact center has reached the maximum limit for concurrent calls that is set for the data center or tenant, you cannot who possess the skill. record (CSR). Count: (Not in ADR or Agent Trace report) The number of times an agent went into the Inbound Reserved state, during which a call to another agent. The number of agents in the Connected state who are currently talking with a caller. When the maximum number of minutes is reached, the oldest recordings Talk: The agent was talking on an inbound call. count when the call ends. Possible values: The value of the skill requirement assigned to the call when it arrived in the queue. A customer calling the contact center can be offered an option to receive a callback rather than waiting in the queue to connect In the dialog box that appears, you can filter the search results based on Recording Duration and Call Attributes: Filter by Recording Duration: You can enter values in the Recording Duration fields to specify the minimum and maximum length of the recording to search for. (as identified above in Control Hub), select dub.points. The consult call request displays a maximum of nine variables on the popover. To make an outbound preview campaign call: You must be in the Available state to accept an outbound preview campaign call. Click Pause Recording to pause the recording of an active call. agent consulting or conferencing with the party to whom the call was transferred. Historical Agent Summary & Agent Interval reports; ADR; Agent Trace report. Total Time: The total amount of time an agent spent consulting other agents during inbound calls. For example, when you are consulting If the customer answers 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. A customer cannot initiate a conference call. The name of the team to which the call was distributed. It is recommended to query and fetch the data by a date range. Click the ellipsis button beside a listed schedule and click Delete. The status of the call is displayed as Ringing. Rest the cursor over a number in this column Initiate a three-way communication between you, the customer and another agent. The following table describes the parameters available in Webex Contact Center real-time and historical agent reports. Paid subscriptions are available, offering more options like compliance call recording, unlimited retention, AI analysis, and administrator access. Count: The number of times an agent sent a consult request to another agent during an inbound call. Rest the cursor over a number in this column to display a pop-up showing the wrap-up codes the agent entered and The conference call variables include the If your profile is configured for outdial, you can make an outdial call to the customer. For blind transfer to Dial Number (DN), and Entry Point (EP) to Dial Number (DN) call patterns there may be a mismatch in Connected Calls: The number of inbound calls that were connected to an agent. The contact center location to which the call was distributed. On the Recording Schedules page, select a queue from the Queue drop-down list. You can select a queue from the Queue drop-down list. - Call Recording Recordings are removed after the specified number of days is reached. The following table describes the available parameters. instead of by a Webex Contact Center agent. In the Agent Interaction History pane, select the All tab or the Calls tab. For more information, see Answer a Call. The number of calls that were terminated within the Short Call threshold provisioned for the enterprise without being distributed if the agent has just signed in and has not selected an idle code. 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. Courtesy callback enables the contact center to offer better quality of service, and increase customer retention. When Agent 1 consults with Agent 2, the customer is put on hold. Dubber Go is available to all enterprise users and gives access to Time divided by Consult Request Count). Keep in mind that if you later turn off the Call Recording feature, the For more information on the maximum limit for concurrent calls, see Make an Outdial Call. calculated after the call leaves the queue, the queued time for a call that is still in the queue is not reflected in the list. a customer (inbound call), theconnecting popover is followed by the contact request popover. Learn more about how Cisco is using Inclusive Language. Delete a Webex Recording. Sign in to your Webex site. In the navigation bar on the left, click on My Recordings. Check the box for the recording to delete and then click on Delete. Click on Delete to confirm you want to delete the recording. Recover a Deleted Network-Based Recording. In Cisco Webex Meetings you can restore a deleted recording. with each other. the skill. For example, if a recording schedule The amount of time agents spent in the Not Responding state during the time interval. 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. The number of outdial calls the agent transferred to another agent, queue, or number. Total Time: Total Consult Answer Time plus Total Consult Request Time. Before searching for any recordings, it may be helpful to check, first, whether If the customer does not answer the call, the call is returned to the queue. When the interaction The number of calls currently in the queues that are covered in the report. Count: The number of times an agent went into the Wrap-up state after an inbound call. This allows an agent to pause and resume a call recording. transferred: The call was transferred by an agent. The number of times the agent consulted another agent during the call. The number of times the agent was connected to or was wrapping up an outdial call. information is correct: Service ProviderCopy and paste the corresponding value from Control Hub. (*) mark parameters that are available only in a skill summary report, which you can display by drilling down on a skill name If the Allow Agent To Access Recordings option is set to Yes, agents with the proper Agent Profile permissions can access the recordings of the calls that they handled within the past 24 hours. as Ringing. Web Callback (Callback): A customer can opt to receive a callback by submitting a callback request along with a name and callback For example, you might be restricted from entering phone numbers of a specific length or beginning A new API will be available to enable downloading of the recordings." The cumulative amount of time between when consult-to-queue requests were answered and when the consultations ended. 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). When an agent is available, the system initiates a callback to the customer. The call continues between Agent 2 and the customer. The measure of time the agent spent on calls compared to available and idle time, calculated by dividing total connected time You can also use the features of the optional Webex Contact Center Recording Management module to search for and play recorded files. ANI, or Automatic Number Identification, is a service provided by the phone company a chatbot (Virtual Agent) of a call center. option during peak hours or non-working hours of the contact center. This setting only appears ifAllow Agent To Access Recordings is enabled at the tenant level. Agent 1 can transfer a call to Agent 2. A month is defined as 31 days, and one additional day is added to the total number of days before the recordings are deleted. 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. Because an agent can change the idle code while in the Idle state, the number of idle codes can exceed the number of times A customer disconnects an incoming call. Snapshot/Site view; Real-time Agent Interval reports (except Agent-level). External IdentifierCopy and paste the corresponding value from Control Hub. If you do not wish to wait, then click Cancel Consult to cancel the initiated consult request. To retrieve the previously saved values, click Revert. Connected Calls: The number of outdial calls that were connected to an agent. After you edit the CAD variable values as required, click Save. The following options appear: This option allows you to play a recording for the entire call that includes any transfers and conferences. The date and time the agent logged in to the Agent Desktop. The skill operand type that was assigned to the call when it was distributed to an agent with a matching skill. Cisco Webex Contact Center Setup and Administration Guide, View with Adobe Reader on a variety of devices. The Wrap Up Reasons dialog box appears. The Webex Contact Center Recording Management module records the calls routed to the overflow destination number, but doesn't list them in the user From the drop-down list, choose All Days if you want the schedule to run every day or Weekdays if you want the schedule to run from Monday through Friday only. For responses to complete your Call Guide. time). The average length of time spent handling an inbound call (Total Inbound Connected Time plus Total Wrap Up Time, divided by Total Time: The total amount of time agents spent in the Idle state. There may be a delay for the system to display the updated CAD variable values, based on the routing configuration or events Cisco BroadCloud Master Admin Carrier/Reseller Professional 2022 Cisco and/or its affiliates. The sample access and manage their recordings from their Dubber portal. The time segments are derived by dividing the Longest Time in Queue value by three, rounding the resulting The number of calls that are currently in the IVR system. Cisco Webex Experience Management Post Call Survey, View and Change the Security Key Schedule. For calls to be requeued, 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 The number of calls that were answered (that is, connected to an agent or distributed to and accepted by a destination site), For more information, see Start a Conference Call. How the call was terminated. criteria, specify which global (previously known as CAD) variables to store with recordings, create custom attributes, and view recent Recording Management activity. If necessary, you can also end the call. The number of calls that were abandoned during the report interval. The documentation set for this product strives to use bias-free language. Snapshot/Skill view; Real-time Skills Interval by Team. Also, when an 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. Total Time: Total Outdial Consult Answer Time plus Total Outdial Consult Request Time. to see the idle codes the agent entered and how many times each code was used. For more information, see Monitor Calls. the new workflow. The number of agents currently in the Reserved state, during which a call is coming in but has not yet been answered. When editing a CAD variable corresponding to date and time, follow the supported international standard in order to save the After the customer opts out of the queue, a callback request to the customer is initiated when an agent is available in the a monthly summary) or to view half-hourly data for a day (from a daily summary). For configuration objects that have been deleted, an option to filter data using the deleted object names will not be available. For example, consider that two agents (Agent The number of calls with this skill requirement that were abandoned during the report interval. a randomly generated private key. to display a pop-up showing the idle codes the agent entered and how many times each code was entered. For more information, see Hold and Resume a Call. Click each icon corresponding to the day on which you want the schedule to run. The amount of time spent handling the call (Connected Time + Wrap Up Time). Consult-Answer: The agent answered a consult request from another agent. configuration objects which are permanently deleted. If the customer accepts the call, you are connected to the customer and the Interaction Control pane is displayed. Total Time: The total amount of time an agent spent answering consult-to-queue requests from agents handling inbound calls. with the contact center. The number of months to retain recordings. Your call with the customer is recorded only if your administrator has enabled the call recordings for you. The measure of time the agent spent on calls compared to available and idle time, calculated by dividing inbound connected The time the call arrived at the entry point or queue. are recorded, and not calls made from other sites. consult call. Click the ellipsis button beside a listed recording on the Search Results page and click Tags. From the Rotate keys every drop-down list, choose Day, Week, Month, Three Months, Six Months, or Year. Hold and resume the active call. For more information on how to process a callback request via the Agent Desktop, see the "Courtesy Callback" section in the "Manage Voice Calls" chapter in the Cisco Webex Contact Center Agent Desktop User Guide. Enter a name for the tag and click Save. The status changes to Consulting on Hold. You can search for call recordings in the Recording Management module. Agent 1 can end a consult call by clicking the End Consult button or by hanging up the physical phone. Use of this API is only valid when a call is being recorded and the user's call recording mode is set to "On Demand". The number of times an error occurred during the transfer process. As a flow developer, set up the courtesy callback flow using the Flow Designer. Hold Count: The number of times an agent put an outdial call on hold. 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. If the Teams Agent 1 can end a conference call by clicking the End Conference button or by hanging up the physical phone. All the variables from the consult call have been carried to the conference call. (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. The supervisor logged the agent out. Both calls cannot be on hold simultaneously. by staff hours. The metric that the threshold is associated with. EP-DN number). The number of calls that were monitored from beginning to end. Count: The number of times an agent answered a consult request from another agent. Historical Agent Summary & Interval reports; ADR; Snapshot/Agent view; Agent Trace report. reclassified: The call was sent to another entry point. Snapshot/Site, Team, Skill, & Skills by Team views. In the Snapshot/Agent view, you can rest the cursor over a number in this column to see the wrap-up codes the agent entered You can edit the phone number if required, before making the call. Transfer a call to a queue, an agent, or a dial number. The number of agents in the Connected state who have placed the caller on hold. off hold, the consulting agent is automatically put on hold. In Recording Schedule you can configure the following parameters: Authorized users have the capability to edit call recording configurations. WebMaximize agent productivity and improve customer satisfaction with Webexa leading provider in cloud contact center software. Agent 2 is dropped from the call without wrap up. The ANI digits delivered with the call. service is set to on enabling you to configure it for certain users. The Agent Desktop supports only the special characters + (plus), # (hash), * (asterisk), and : (colon) in the Dial Number field. The call was not monitored. the agent went into the Idle state. The customer and Agent 2 are dropped from the conference call. Agent 2 is dropped from the call without wrap up. The number of calls that came in to this entry point from another entry point. Check this check box to specify a time interval for automatically generating a new security key pair. Click Call displayed next to the contact in the address book or on the dialpad. By default, the search page lists all of the recordings. 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 The customer can provide the callback number, or the customer's ANI (Automatic Number Identification) number is used as the These settings need to be configured in concurrence with each other to make call recording work as designed. Use the Get Queue Agent 1 can start a conference call with Agent 2 by clicking the Conference button. You can't make an outdial call when you have an active inbound voice call. The number of calls that were transferred to another entry point. All rights reserved. To assign a tag to a recording or remove a tag from a recording: On the Search page, perform a search for the recordings you want to either assign tags to or remove tags from, as described. The number of calls that entered this queue after having been classified into the queue from an entry point by the IVR flow. (If the call was both coached and barged-in on, the value of this parameter is Barged-In). You can configure the Pause/Resume option for specific queues. your state to RONA. You can configure any of the following settings: This announcement is not included in the recording of the call. The number of calls with this skill requirement that were transferred from the queue by the system within the Service Level for the threshold rule check. The number of calls that were terminated while in queue within the Service Level threshold provisioned for the queue or skill Count: The number of times an agent went into the Wrap-up state after an outdial call. You can assign the same tag to multiple recordings and you can assign multiple tags to an individual recording. This is a one-time activity. For more information This is because tenant settings supersede queue settings. Cisco Webex Calling Master Admin Course Catalog. company that delivers a digit string indicating the number the caller dialed along with the call. During a blind transfer, the target agent (an agent who receives the call) must be in the Available state. The number of times consult-to-queue requests were initiated. by Connected Count). If you cannot resolve a customer query and want to escalate the active voice call (inbound or outbound), you can transfer Cisco Webex Experience Management Post Call Survey, Historical Threshold Alerts Report Parameters. Total Calls: The total number of outdial calls. The name of the supervisor who acknowledged the alert. Connected Count: The number of inbound calls that were connected to an agent. click the appropriate calendar icon, and then select a date from the calendar that appears. To filter the list based on more criteria, click the Advanced Search button. If the Pause/Resume Enabled field at the Tenant level is set to Yes, then settings at the Queue level areignored. If you wish to transfer the call immediately (blind transfer), select either Agent or Dial Number and click Transfer. When consulting or transferring a call, if multiple agents edit the same CAD variable value at the same time, the changes When an agent is available, the agent is offered the callback request in the Agent Desktop, based on the customers Click the ellipsis button beside an entry. Advanced Search allows you to filter the recordings based on CAD Variables, Recording Duration, Custom Attributes and Call Attributes. Learn more about how Cisco is using Inclusive Language. to opt out of the queue and receive a callback instead. The call is dropped if the target agent does not accept it. 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). Stop Recording on Transferred Out Calls option allows call recording to be stopped when a call is transferred out. Agent 2 can accept a transfer request made by the Agent 1 during the consult call. Connected: The number of outdial calls that were connected to an agent during the time interval. For more information on the tasks that you can perform when handling a call, see Answer a Call. All rights reserved. subscription at any time. From the Management Portal navigation bar, choose Recording Management. 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. 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 average length of time spent handling a call with this skill requirement (total connected time plus total wrap-up time, While you are on a call, you can edit the CAD variables if your administrator configures the CAD variables as editable. The number of agents currently logged in or, in the Skill view, the number of agents currently logged in who possess the skill. Experience, Dubber To edit, click the (Edit before Call) icon and edit the phone number displayed on the Dialpad, and then click Call. Message and the Disconnect Contact activities. being distributed to a destination site, but that was in the system for longer than the time specified by the Short Call threshold The amount of time agents were talking with callers during the time interval. Average Time: The average length of time agents were in the Inbound Reserved state (Total Available Time divided by Available Count). not reflected in the report. and contact your partner. 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. 3. on the, hover the mouse pointer over it and then click, The transfer request is initiated and the, The agent name is preceded by a colored icon indicating the current availability state. The name of the entry point associated with the call. You may want to record the calls that are made and received by certain users for various reasons, such as quality Terms of Service on behalf of the customer. This module allows authorized users to search and play recordings. The date and time the agent logged out. Snapshot/Team, Agent, & Skill views; ADR; Agent Trace report. 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 third-party utilities. 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). Hold Count: The number of times an agent put an inbound caller on hold. Teams. 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. The callback contact request popover displays the Callback The actual value that triggered the alert. To cancel the Web Callback before the customer answers the call, click Cancel. Click the Monitor icon to open the Call Monitoring module where you can monitor the agent's call by when you enter your callback number and Because queued time is The number of calls that entered the queue during this interval. Snapshot/Site, Skill, & Skills by Team views. on the Interaction Control pane. During a blind transfer, the agent who receives the call is in reserved state for a short period while the call is transferred The number of times agents did not respond to a consult invitation. to the agent. The number of calls that were terminated within the Short Call threshold provisioned for the enterprise without being connected default callback number. Info activity to fetch the EWT/PIQ. ((In Service Level + Abandoned within SL)/(Answered + Abandoned)) * 100, Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues, Sites, & Teams. 2022 Cisco and/or its affiliates. Thus, 1 month means 32 days; 2 months means 31 days x 2 + 1 day = 63 days. 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. Users have Professional or Basic Webex Calling user licenses assigned. Callback requests are routed to you as an incoming call request. A customer doesn't answer an incoming call. state (Total Time divided by Count). 2022 Cisco and/or its affiliates. You can select Time Based, Agent Minutes, or Storage Based Pruning Strategy. All rights reserved. Transfer a call to a queue, an agent, or a dial number. for example, during non-working hours of the contact center. The following are the different callback types: Courtesy Callback: A customer can opt to receive a courtesy callback instead of waiting in the contact center queue for an The number of calls that were answered within the Service Level threshold provisioned for the queue or skill (in a skills when the call was sent to an agent. flow and the sequence of steps depicted here are based on this scenario. For more information, see Assign and Remove Tags. Hold Tim: The amount of time outdial calls were on hold during the time interval. number when visiting the contact center website or interacting with a chatbot (Virtual Agent) on the website. The time the agent picked up the phone and began talking with the caller. The contact can then be routed to an appropriate queue by configuring You can't use an extension number to make an outdial call. The system logged the agent out because the agent logged in to another instance of the Agent Desktop. Agents: Choose one or more agents to filter the recordings based on active agent ID. number of calls that are currently in queues fed by the entry point. % Time: (Only in ADR and Agent Trace report) The percentage of time the agent spent consulting other agents while on an inbound 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. unlimited recordings. The skill operand type that was assigned to the call when it was distributed to the queue. Appears only if Agents is selected in the Display Results By drop-down The following table describes the parameters available in the Usage Metrics Report. If you don't select an outdial ANI, the default outdial ANI of your organization is used as your caller number. If the contact center has reached the maximum limit for concurrent calls that is set for the data center or tenant, you cannot IVR Duration (min): The number of minutes during which calls were in the IVR system. We support On-demand recording, Always, and Always with Pause/Resume recording. The agent was logged out because of a network interruption that exceeded two minutes (unless a different timeout is specified Prior to configuring the courtesy callback flow, the contact center administrator must configure the inbound entry point and courtesy callback flow: For more information on how to configure a flow using the Flow Designer, see Flow Designer Overview. Click this button to generate a new key pair immediately. (Optional) Choose an outdial ANI from the Select Outdial ANI drop-down list. The number of times an agent requeued an inbound call. After the agent accepts the callback request, the call is dialed out to the customer. If the agent is currently handling a call, the name of the queue that the call came in on. The total number of inbound and outdial calls. When the limit is reached the oldest recordings beyond the specified storage Dubber portal to add other administrators or reassign Dubber licenses. The number of outdial calls the agent conferenced with another party. straight_transfer: The call was distributed to a site upon arrival without being queued in the Webex Contact Center network. Wrap Up Time: The amount of time agents spent in the Wrap-up state after an inbound call during the time interval. The amount of time inbound calls were connected to an agent during the time interval (talk time plus hold time). Total Time: The total amount of time an agent spent in the Reserved state. logging in. Initiate a three-way communication between you, the customer and another agent. The cumulative amount of time calls were in queue, waiting to be sent to an agent or other resource. Dubber validates the administrator email address and prevents the same The average length of time spent handling a call (total connected time plus total hold time and total wrap-up time, divided Experience our all-in-one, cloud-based contact The amount of time the agent has been logged in. % Hold Time: (Only in ADR) The percentage of inbound connected time the caller was on hold. Your supervisor instructs you about when to pause 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. Only a single attempt is made for the courtesy callback. If a partner Because The amount of time the agent has been in the current state. Although this metric is visible for outdial calls, it is not meaningful for outdial calls. until an agent is available. is available or until the customer opts out of the queue. Count: Outdial CTQ Answer Count plus Outdial CTQ Request Count. 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. Under Advanced Settings, you can specify weekdays and time intervals to record calls. Average Hold Time: (Not in ADR, Agent Trace report, or Snapshot/Agent view) The average hold time for outdial calls (Total Hold Time divided % Time: (Only in ADR and Agent Trace report) The percentage of time the agent spent answering consult requests. These settings are selected when enabling Call Recordings for the tenant. Boca Raton, FL, USA, Sept, 2022 -- CallCabinet, a cloud-based compliance call recording solution for unified communications platforms, announced the integration of speech and record duration of calls displayed on user interface. Select Calling, scroll to User Call The number of times agents initiated a consult with another agent or someone at an external number during a call. You have an option to retain recordings for a longer duration upon request with a contract. Go to https://www.dubber.net/contact-us/ to get detailed information about Dubber's Call Recording product and pricing, then create an account. Count: The number of times an agent answered a consult request from another agent handling an inbound call. Webex Contact Center Recording functionality can also be customized based on customer requirements using various Queue based settings. the Callback activity. Not Responding: The agents phone rang but the agent did not answer within a specified period of time. Historical Agent Summary & Interval reports; ADR; Agent Trace report; Snapshot/Agent view. clicking the Midcall Monitor button. To select date and time, click the (Date Picker) icon or click on the field. on Management Portals other than that of the initiating supervisor. value are deleted. When Agent 1 starts a conference call, the customer is taken off hold. hours of the contact center. You can enable the Recording Pause Duration at the Queue level. Web Callback (Callback): A customer can opt to receive a callback by submitting a callback request along with a name and callback number when visiting the When a customer dials in to the contact center and waits in queue for an agent, the customer can be provided with the option Total Time: The total amount of time agents were connected to outdial calls. You can edit one or more CAD variables using the Interaction Control pane. If an issue arises for users, from the Dubber dashboard, click the The customer Real-time Agent Interval reports & Skills Interval by Team. The accuracy in the percentage of calls that are recorded increases with the number of contacts. 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 To remove the selected outdial ANI, choose the Select Outdial ANI label from the drop-down list. Historical Agent Summary & Interval reports; ADR & Snapshot/Agent view; Agent Trace report. unknown: This is the default value when no other value overrides it. Below is the list of key Queue level settings. Transferred and short calls are not counted. Users may have the option to pause the recording, if you enable that setting for them. callback. A popover appears with options to change your state to either Available or Idle. You can configure the Play Music activity and the Play Message activity to play the audio files intermittently, until an agent Enable call recording for Webex Calling users. Whether or not the call was monitored, coached, or barged in on. Total Time: The amount of time the agent consulted another agent during an outdial call. Webex by Cisco has been around for more than 10 The number of times an inbound call was disconnected while the caller was on hold. Allow Agent To Access Recordings is enabled at the tenant level. Click an entry in this column to open a window that displays the history of the call throughout its life cycle. In the dialog box that opens, enter a name for the customer attribute and click Save. For more information, see Initiate a Consult Call. appears in the alphabetical order. queue for courtesy callback. Because you can't determine the total number of incoming calls and the number of calls to be recorded, Webex Contact Center uses predictive modeling to decide which calls to record. and how many times each code was used. Historical Call reports for Queues, Sites, & Teams; CSR. For more information about The total number of inbound and outdial calls handled. skill (in a skills interval by queue report), divided by total calls (including abandoned calls) multiplied by 100. B is overwritten, and Agent B is notified with a message. Normal logout. The agent is offered the callback request in the Agent Desktop. Consult your legal department about regulatory requirements about recording how many times each code was entered. For more information, see Hold and Resume a Call. The dial number the agent used to log in to the Agent Desktop. For some enterprises, the value will be displayed as days. Count: Outdial Consult Answer count plus Outdial Consult Request count. The documentation set for this product strives to use bias-free language. 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). Saving the CAD variable values are subject to network availability and other operational considerations. The optional Call Recording module enables authorized users to record any active call that Webex Contact Center manages. Agent 1 can consult with Agent 2 and put Agent 2 on hold. Therefore, if the courtesy callback flows to an entry point or a queue served by skill. The number of answered calls divided by the number of calls that entered the queue minus short calls multiplied by 100. To create or edit a call recording schedule: From the Management Portal navigation bar, choose the Call Recording module. If your administrator has enabled the Privacy Shield feature for your enterprise, you can pause a call recording while obtaining Cisco Webex Contact Center Setup and Administration Guide, View with Adobe Reader on a variety of devices. It can be found from the Users page by going to Calling > User Call Experience > Call Recording > Show call recording platform information. an inbound call (Total Wrap Up Time divided by Wrap Up Count). the call. If you press Start recording, the call recording From the calendar view, point to the schedules beginning date and click the Create link that appears in the upper-left corner of the date box. If the End Call feature is enabled % Talk Time: (Only in ADR and Agent Trace report) The percentage of inbound connected time the agent was talking with the caller. All call recording schedules for that queue are displayed. Experience, and then turn on Call that is randomly generated. Consult-Request: The agent initiated a consultation with another agent. random bit generator (DRBG). Typically, a call is You can receive a customer call if your administrator provides you the necessary permissions. customer. The connected time divided by the number of calls that were connected during the time interval. call was distributed to an agent. The number of agents currently in the Available state or, in the Skill view, the number of agents in the Available state who Total Time: The total amount of time an agent was in the Outdial Reserved state. that are waiting to be answered is not reflected in the report. The date and time that the threshold alert was triggered. The optional Webex Contact Center Recording Management module enables authorized users to search for and play audio files that are recorded through the Webex Contact Center Call Recording feature. Enter in 24-hour format (0000 to 2400) the time of day you want the schedule to start and end. In Team and Skill views, if the current state is Idle, the idle code the agent selected is shown in parentheses. Total Hold Time: The total amount of time outdial calls were on hold. The subset of transferred out calls that were transferred by the agent to another agent or an external DN without the first characters. 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 You also have these recording options: On DemandWhen a call starts, call recording automatically starts on a server. Snapshot/Agent view; Real-time Agent Interval reports; Historical Agent Summary, Agent Interval, ADR, & Agent Trace report. If the customer accepts the call, you are connected to the customer and the Interaction Control pane is displayed. The date when a new security key pair was last generated. park_and_transfer: The call was queued in the Webex Contact Center network and subsequently distributed to a site. For example, the call rings but the customer fails to answer the call. 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. 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. When you receive a call from provisioned for the enterprise. Agent 2 cannot apply a wrap up reason for a consulting call. rejected by the customer, it isn't retried. Total Time: The total amount of time between when an agent initiated consult-to-queue requests while handling inbound calls and when The amount of time agents spent in the Wrap-up state after an inbound call during the time interval. as the inbound call, or a different queue to make the callback. Webex Contact Center Recording functionality can be customized based on your requirements using various tenant level settings. announcement is played during start, stop, pause, or resume operations, Webex Calling sends information to Dubber that an announcement was played. The amount of time the agent was logged in during the time interval. Total number of times an agent sined in on that day. To copy or edit an existing schedule, from the list view, click the ellipsis button beside a listed schedule and click Copy or Edit. Total Time: The total amount of time an agent spent in the Wrap-up state after an inbound call. Be sure to instruct agents regarding when to use this feature. For more information, see Answer a Call. Your call request is sent to the phone number you specified. recording. For example, when you're busy with another interaction. these individual files by clicking the arrow button to the left of a listed recording. With Dubber Go, users get convenience call recording. possess the skill. The agent clicked the Log Out button in the Agent Desktop window. In addition, authorized users can create tags that can be assigned to audio files for use as search 2022 Cisco and/or its affiliates. If the Record All Calls option is set to yes, all inbound and outbound calls are recorded for the tenant. Authorized users can create recording schedules with a time period. to an agent. 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. To do so, identify the number of users you must migrate For more information, see Hold and Resume a Call. You can use the desktop to receive, respond and make customer calls depending on the permissions assigned to you by your administrator. In this case, the outdial call will fail with an error message. Total Talk Time: The total amount of time an agent was talking with a caller. When the customer responds to your call, the timer starts, and the Interaction Control pane is displayed. The Privacy Shield button is displayed on the Agent Desktop only if the Privacy Shield feature is enabled in the tenant service configuration. If the attempt fails, the Campaign Contact icon is enabled and you can start the campaign call again. 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