After the agent accepts the callback request, the call is dialed out to the customer. The number of agents currently in the Wrap-up state. with the party to whom the call was transferred. The Call Guide tab is displayed in the Auxiliary Information pane if your administrator has configured questions and answers at the campaign level. A customer disconnects an incoming call. The number of times the agent was connected to or was wrapping up an outdial call. Total Time: The total amount of time an agent spent consulting other agents. announcement is played during start, stop, pause, or resume operations, Webex Calling sends information to Dubber that an announcement was played. You receive a call on your physical phone. that delivers the caller's phone number along with the call. If Pause/Resume Enabled is set to Yes, you canspecify the Recording Pause Duration in seconds. It is possible to do with the New Webex CC. IVR Duration (min): The number of minutes during which calls were in the IVR system. The callback contact request popover displays the Callback Historical Agent Summary, Agent Interval, ADR, & Agent Trace report. Total Time: The total amount of time agents were connected to inbound calls. Advanced Search allows you to filter the recordings based on CAD Variables, Recording Duration, Custom Attributes and Call Attributes. time). You can now transfer the call from the debit card workflow to the credit card workflow. Agent 1 can start and end a conference call. The number of times agents initiated a conference call to an agent or external number. Receive a courtesy callback: The customer's position in queue is retained to receive a courtesy callback. A customer cannot initiate a consult call. The number of calls that were monitored from beginning to end. 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. sent to an overflow number if it is queued for longer than the maximum time specified in the routing strategy or because an The percentage of calls for which the initial value of the skill required by the call was equal to the final value when the This is because tenant settings supersede Queue settings. To create a tag or export a list of tags: From the Management Portal navigation bar, choose Recording Management > Search Attributes. Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & Call Recording is an optional service module that enables authorized users to record calls handled by Webex Contact Center. Agent 2 can end a conference call by clicking the Exit Conference button, and the call continues between Agent 1 and 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 The amount of time spent handling the call (Connected Time + Wrap Up Time). The date and time the agent logged in to the Agent Desktop. company that delivers a digit string indicating the number the caller dialed along with the call. ends, the agent chooses a wrap-up code to wrap up the call. The number of calls that were answered (that is, connected to an agent or distributed to and accepted by a destination site), characters. park_and_transfer: The call was queued in the Webex Contact Center network and subsequently distributed to a site. configuring the dial plan, address book, or both. The skill operand type that was assigned to the call when it was distributed to the queue. This setting specifies the recording pruning strategy for the enterprise. Hold Time: The amount of time inbound calls were on hold during the time interval. For example, the agent might need to pause potential call recording when obtaining a credit card number or other Learn more about how Cisco is using Inclusive Language. appears in the alphabetical order. On the page that appears, specify the appropriate settings as described in the following table, and then click Save. 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. a CBT, the call fails. queue, based on the contact's position in the queue. 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. as the inbound call, or a different queue to make the callback. Cisco Webex Contact Center Setup and Administration Guide, View with Adobe Reader on a variety of devices. an outdial call (Total Outdial Wrap Up Time divided by Outdial Wrap Up Count). Because queued time is 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, If you enabled Pause Resume option in Recording Schedule you can also specify Pause Duration (in Sec) parameter. Count: The number of times an agent initiated a consult to queue while handling an inbound call. 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 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. Total Time: The total amount of time an agent spent consulting other agents during inbound calls. time plus inbound wrap up time by staff hours. If the call is not successfully connected to the customer, or is You can select a static queue or a variable queue when you configure the Callback activity. The following table describes the available parameters. To make an outdial call from the Agent Interaction History pane: You must apply a wrap up reason for a voice call. If your enterprise uses the Multimedia feature and the report includes more than one media channel, you can click the a collapse Agent 2 is dropped from the call without wrap up. the call to you, and a timer indicating the time that is elapsed since you received the call. The skill operand type that was assigned to the call when it was distributed to the agent. in your agent profile. as Ringing. When you receive a call from value down to the nearest 10 seconds, and then multiplying that value by 1, 2, and 3. 1: Sign in to your Webex site and go to Preferences > My Personal Room.. 2: In the Cohosts section, check Allow cohosts for my Personal Room meetings.. 3: Select one of the options that appear: Let me choose cohosts for my Personal Room meetings enter the email for each attendee that you would like to be a cohost.. 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. From the Rotate keys every drop-down list, choose Day, Week, Month, Three Months, Six Months, or Year. The number of times the call was transferred by an agent. Total Talk Time: The total amount of time an agent was talking with a party on an outdial call. (Optional) Click the (Refresh the List) icon to retrieve the most recent list of agents, queues, and dial numbers. state (Total Time divided by Count). 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. As a flow developer, set up the courtesy callback flow using the Flow Designer. the call was queued for longer than the maximum queue time specified in the routing strategy or because an error occurred The amount of time an agent spent in conference with the caller and another agent. An abandoned call is a call that was terminated without three time segments. the Callback activity parameters, see Callback. If the contact center has reached the maximum limit for concurrent calls that is set for the data center or tenant, you cannot The total number of inbound and outdial calls handled. with the contact center. When editing a CAD variable corresponding to date and time, follow the supported international standard in order to save the Connected Count: The number of outdial calls that were connected to an agent. The number of times consult-to-queue requests were initiated. The number of calls that are currently in the IVR system. For more information, see Record a Voice Call. Although this metric is visible for outdial calls, it is not meaningful for outdial calls. The maximum number of minutes of recordings per agent. That is, the three default variables (Agent an optional service module that enables authorized users to record calls handled by The number of times an agent requeued an inbound call. The lower part of the page displays the Pruning Detail settings described in the following table. The number of logged-in agents who are currently in the Available state. The cumulative amount of time between when calls entered the queue and when they were answered (connected to an agent or other the new workflow. The Recording Storage option at the tenant level configuration specifies the number of days call recordings are retained. By default, Cisco retains recordings for 30 days. 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. Transferred-out % Time: (Only in ADR and Agent Trace report) The percentage of time the agent was in the Inbound Reserved state. The number of calls that were terminated within the Short Call threshold provisioned for the enterprise without being connected The consulted agent can exit the call by clicking Exit Conference, and the call continues between you and the customer. 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. % Time: (Only in ADR and Agent Trace report) The percentage of time the agent was in the Not Responding state. The optional Call Recording module enables authorized users to record any active call that Webex Contact Center manages. The number of times an agent transferred an inbound call to another agent. For more information on the tasks that you can perform when handling a call, see Answer a Call. (in a skills interval by queue report). To select the start date (the date on which the schedule becomes effective) and end date (the date on which the schedule expires), For more information, see Answer a Call. A customer calling the contact center can be offered an option to receive a callback rather than waiting in the queue to connect The site where the team the agent was handling calls for is located. When a change is made to this setting, an email is sent to all users who are authorized to change the setting. For more information, see Edit Call-Associated Data Variables. Dubber account is created once you accept the terms and condition from Dubber Go. For more information, see the section Assign and Remove Tags and Create and Export Tags. Name, and Email ID with Dubber. From the customer view in https://admin.webex.com, go to Users and then select a user. 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 agent was logged out because of a network interruption that exceeded two minutes (unless a different timeout is specified The preview campaign call contact card request in the Task List pane displays the Campaign Call label, the (Campaign Contact) icon, the details based on the configuration defined by your administrator and a timer indicating the The cumulative amount of time agents spent in the Wrap-up state during the call. When you enable call recording for the first user in the organization, the Cisco Webex Calling Master Admin Course Catalog. Learn more about how Cisco is using Inclusive Language. The amount of time agents spent in the Wrap-up state after an inbound call during the time interval. Attempted Count: The number of times an agent attempted to make an outdial call. The name of the queue associated with the call. (sequence number) column of either an entry point or queue call detail Record and pause the voice call recording. Click On if you want recording to stop when a call is transferred. Overview. Total Talk Time: The total amount of time an agent was talking with a caller. Snapshot/Agent view; Real-time Agent Interval/Agent-level. The total amount of time agents were logged in. Snapshot/Team, Agent, & Skill views; ADR; Agent Trace report. To make an outbound preview campaign call: You must be in the Available state to accept an outbound preview campaign call. You can filter the call recordings based on the Queue, Site, Teams, Agent, Wrap up Codes and Tags. callback requires an Agent ID to function. If you cannot resolve a customer query and want to escalate the active voice call (inbound or outbound), you can transfer Prior to configuring the courtesy callback flow, the contact center administrator must configure the inbound entry point and If a customer drops from a conference call, the interaction ends. The Privacy Shield button is displayed on the Agent Desktop only if the Privacy Shield feature is enabled in Webex Contact Center service configuration. Recordings made prior to the specified number of months are deleted. Total Calls: The total number of inbound calls. The number of agents in the Reserved state who possess the skill. Your administrator adds the outdial ANI list to your profile. 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. When the customer responds to your call, the timer starts, and the Interaction Control pane is displayed. When the limit is reached the oldest recordings beyond the specified storage Click Call displayed next to the contact in the address book or on the dialpad. 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 tenant has reached the maximum limit for concurrent calls. To create or edit a call recording schedule: From the Management Portal navigation bar, choose the Call Recording module. You reject an outdial call. A sequence number identifying each leg of a call as it moves through the Webex Contact Center system. The number of times agents did not respond to a consult invitation. Historical Agent Summary & Interval reports; ADR; Snapshot/Agent view; Agent Trace report. webex.com. If your enterprise uses the Multimedia feature and the report includes more than one media channel, you can click the a collapse If your enterprise uses the threshold alerts feature and your user profile authorizes you to view alerts, you can use the Exclude Deleted Agents: Check the check box to exclude recordings for deleted agents from the search. a randomly generated private key. % Hold Time: (Only in ADR) The percentage of inbound connected time the caller was on hold. If your enterprise uses the Multimedia feature and the report includes more than one media channel, you can click the collapse The system searches for an available agent in the selected queue. External IdentifierCopy and paste the corresponding value from Control Hub. of the customer. 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. The Agent Interaction History pane displays your previous voice call communications with a customer in the All and Calls tabs. The status changes to Consulting on Hold. for your enterprise: In the Management Portal navigation bar, choose Recording Management > Others. If the agent is currently handling a call, the name of the queue that the call came in on. 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. For more information on the maximum limit for concurrent calls, see Make an Outdial Call. Hold Time (min): The number of minutes during which inbound calls were on hold. Standard and AI licenses require a contractual agreement with Dubber. The date when a new security key pair was last generated. If the customer answers This icon displays only in the Team view and only if the agent is in the Connected state and your user profile authorizes The amount of time agents were in the Idle state during the time interval. If you do not answer the call within the maximum available time, the call is returned to the queue and the system changes unlimited recordings. If you are part to an agent. The following figure illustrates a sample (Optional) Choose an outdial ANI from the Select Outdial ANI drop-down list. If the End Call feature for Web Callback is enabled by your administrator, the Ringing status is replaced with the Cancel button in the contact card request. The number of calls with this skill requirement that were connected during the report interval. the call to another agent or supervisor. report) or skill (in the skill rows of a skills-by-queue report). Count: The number of times an agent went into the Available state. to the agent. The actual value that triggered the alert. Inbound Connected Count). on the left pane to filter the recordings: Queues: Choose one or more queues to filter the recordings returned by queue. For example, an agent might move from Idle-Break to Idle-Email. 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. Agent 2 can accept a transfer request made during the conference call by Agent 1. From here, you can: Switch between a list view and calendar view of all schedules for this queue. 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. 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 hours of the contact center. The status of the incoming call is displayed You must be in the Available state to accept customer calls. The system logged the agent out because the agent logged in to another instance of the Agent Desktop. Not Responding: The agents phone rang but the agent did not answer within a specified period of time. % Time: (Only in ADR) The percentage of time the agent was in the Available state. Ensure that the following requirements are met: Your partner has enabled this service for your organization, by default, this The number of calls that left this queue after being transferred by an agent to an external DN or to another agent. that it is paused successfully. All rights reserved. information is correct: Service ProviderCopy and paste the corresponding value from Control Hub. For example, if the Longest Time in The format of the phone number that you can dial is determined by the settings 2022 Cisco and/or its affiliates. agent. The number of agents currently connected to an inbound call, or in the Skill view, the number of agents connected to a call To export the list of tags, click the Excel or CSV link beneath the tags list. Consult your legal department about regulatory requirements about recording While you are on a call, you can edit the CAD variables if your administrator configures the CAD variables as editable. LoggingInAnotherInstance. administrator is enabling call recording for their customers, the same Real-time Call Interval & Historical Call reports for Entry Points. ((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. The Webex Contact Center Recording Management module records the calls routed to the overflow destination number, but doesn't list them in the user make more calls, and the corresponding reason codes are displayed on the Agent Desktop. For more information, see Initiate a Consult Call. Average Time: (Not in ADR or Snapshot/Agent view) The average inbound connected time (Total Time divided by Connected Count). to an agent. Answered, abandoned, and disconnected calls are included in this Your administrator marks the variables containing sensitive information, such as personally identifiable information (PII) code. You can configure any of the following settings: This announcement is not included in the recording of the call. Count: Outdial CTQ Answer Count plus Outdial CTQ Request Count. Click On if you want recording to stop when a call is transferred. This is a one-time activity. WebStop recording a call. This module allows authorized users to search and play recordings. When a call is being recorded, dual streams are sent to Dubber. Specify the percentage of the total number of current calls you want recorded for this queue. In the dialog box that opens, enter a name for the customer attribute and click Save. In this case, the outdial call will fail with an error message. customer. Be sure to instruct agents about this feature. divided by calls handled). place an outdial call. The customer can be offered an Opt Out of Queue menu option, based on the EWT/PIQ. If you set Enable Pause Resume to On, enter the number of seconds for which the recording will be paused if the user had not clicked the Turn Off Privacy Shield button earlier. You may want to record the calls that are made and received by certain users for various reasons, such as quality Webex by Cisco has been around for more than 10 The agent clicked the Log Out button in the Agent Desktop window. Assign a tag to a recording or remove a tag from a recording. When you choose a queue, agent, or subscription at any time. A popover appears with options to change your state to either Available or Idle. call, but the call is not connected yet. You can configure a confirmation message that the callback is registered and then disconnect the contact, by using the Play The customer can provide the callback number, or the customer's ANI (Automatic Number Identification) number is used as the It can be found from the Users page by going to Calling > User Call Experience > Call Recording > Show call recording platform information. Historical Agent Summary & Interval reports; ADR; Agent Trace report. Possible values: The number of calls with this skill requirement that were transferred from the queue by the system. Total Hold Time: The total amount of time outdial calls were on hold. Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues, Sites, & Teams. You can edit the phone number if required, before making the call. Click Conference while you are consulting with another agent. For On accepting the terms Total Time: The total amount of time an agent was in the Outdial Reserved state. The number of calls that were terminated within the Short Call threshold provisioned for the enterprise without being distributed Consult-Request: The agent initiated a consultation with another agent. 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. You can make an outdial call when you're in the Available state or any Idle state. Recording. You can configure the Pause/Resume option for specific queues. You can enable the Recording Pause Duration at the Queue level. Terms of Service on behalf of the customer. Calls made to and received on a desk phone, analog telephone adapters, the Webex Calling App, or the Webex App are recorded using Dubber, a third-party partner. The Conference icon is displayed next to the timer. in Flow Designer. When you are consulting with another agent, your call with the customer is automatically put on hold. When you take the customer Consulted agent: The Interaction Control pane displays details of the agent with whom you are consulting (the agent who receives the consult call). You can receive a customer call if your administrator provides you the necessary permissions. The Consult Requested state is displayed next to the timer. A Courtesy Callback report is available in Webex Contact Center Analyzer, for the supervisor and administrator to view callback If the Pause/Resume option is enabled, agents can click on the Privacy Shield button during a call to pause and resume potential call recordings. Teams. A popover appears with options to change your state to either. For more information, see Hold and Resume a Call. The total number of inbound and outdial calls. Click the ellipsis button beside a listed recording on the Search Results page and click Tags. Average Connected Time: Inbound connected time divided by the number of inbound calls that were connected during the time interval. The amount of time the agent was logged in during each login session. 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. calculated after the call leaves the queue, the queued time for a call that is still in the queue is not reflected in the The Recording Schedule is not applicable in this case. The amount of time agents were in the Available state during the time interval. to you, and a timer indicating the time elapsed since you received the call. The subset of transferred out calls that were transferred by the agent to another agent or an external DN without the first You can't use an entry point number as the dial number to make an outdial call. transfer_error: The call could not be transferred to the agent. The three default variables refer Average Handle Time: The average length of time spent handling an outdial call (outdial connected time plus outdial wrap up time, divided by in the Security Keys tab. 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). Callback: Configure the Callback activity to make the courtesy callback. Historical Agent Summary & Interval reports, The media channel associated with the activity. number of inbound calls). For example, when you are consulting After enabling call recording, in case the user is still having issues with recording calls you can contact Dubber support with the information available in Show call recording platform information section. Appears only if Agents is selected in the Display Results By drop-down 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. If you wish to transfer the call immediately (blind transfer), select either Agent or Dial Number and click Transfer. The reason the agent logged out. The number of calls that were monitored using the Invisible mode, which prevents the monitoring session from being displayed Click Conference to establish a three-way communication between you, the customer and the consulting agent. Agent 1 can resume a customer call that was put on hold. Click an entry in this column to open a window that displays the history of the call throughout its life cycle. For example, consider that you transfer the call from flow1 (EP_Debit Card) to flow2 (EP_Credit Card) and 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. Transferred-out calls may begin as a consultation or conference, but are counted as transferred-out only when the first The popover displays the Outdial Call label, the (Outdial) icon, the phone number of the contact center, DNIS (Dialed Number Identification Service), the queue that routed Wrap Up Time: The amount of time agents spent in the Wrap-up state after an inbound call during the time interval. Whether or not a supervisor acknowledged the alert. Terms of Service. 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. Historical Agent Summary & Agent Interval reports; ADR; Agent Trace report. When the interaction The amount of time agents were talking with callers during the time interval. 2022 Cisco and/or its affiliates. For example, if this value is set to 50.0 then only every other call is recorded, Filter By field allows to narrow down call recordings to specific Sites, Teams, and Agents. After you have helped your customer with queries, it is a good practice to ask the customer to end the voice call. The following options appear: This option allows you to play a recording for the entire call that includes any transfers and conferences. Else, only Agent and Dial Number options are available. For example, enter a case number or an action Whether or not the call was recorded by Webex Contact Center through the optional call recording feature. number when visiting the contact center website or interacting with a chatbot (Virtual Agent) on the website. agent completes the transfer to the second party. Asterisks Total Time: The total amount of time an agent spent in the Reserved state. Snapshot/Site, Skill, & Skills by Team views. For more information Security Keys - Allows authorized users to access the Security Keys tab to view and change the schedule for generating security key pairs. The cumulative amount of time spent handling calls: How the call was handled. Average Time: (Not in ADR or Agent Trace report) The average length of time agents spent answering consult requests (Total Consult Answer The number of calls that were either answered or abandoned within the Service Level threshold provisioned for the queue or The number of calls that entered this queue after being transferred into the queue by an agent who clicked the Queue button, selected a queue from the drop-down list, and clicked Transfer. You can access Note that if the agent wraps up the call after the CSR is generated, the At the queue level, this is the Sign in to your Webex site and go to Recordings . You may want to record the calls that are made and received by certain users for various reasons, such as quality assurance, that it is resumed successfully. All rights reserved. The number of times consult-to-queue requests were answered. Agent 1 can initiate and end a consult call. 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. 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 Hover the mouse pointer over the phone number of the contact that you want to call and then select Click to Call. The number of times the agent initiated a conference call. The number of times an inbound call was disconnected while the caller was on hold. Initiate a three-way communication between you, the customer and another agent. For more information, see Apply a Wrap-Up Reason. In the Team view, you can click the name of an agent to drill-down to the Agent view for that agent. The contact can then be routed to an appropriate queue by configuring If your administrator has enabled the Privacy Shield feature for your enterprise, you can pause a call recording while obtaining There may be a delay for the system to display the updated CAD variable values, based on the routing configuration or events Click . The number of agents who are connected to or are wrapping up an outdial call. Under Advanced Settings, you can specify weekdays and time intervals to record calls. The Privacy Shield button is displayed on the Agent Desktop only if the Privacy Shield feature is enabled in the tenant service configuration. If an issue arises for users, from the Dubber dashboard, click the Click this button to generate a new key pair immediately. In the Custom Attributes section of the page that appears, click Add. until an agent is available. 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. updated based on the actions you perform. your state to RONA. operations, Webex Calling sends information to Dubber that an announcement was played. The drop-down list The amount of time the agent has been in the current state. You cannot end the call when the call is on hold. The team the agent was handling calls for. The wrap-up code that the agent gave for the call. Here are the right links: - API reference: https://developer.webex-cx.com/documentation/captures. clicking the Midcall Monitor button. Please be aware that the Recording Schedule option is ignored If the record all calls option is enabled at the tenant or Queue level. and how many times each code was used. Talk Time: The amount of time agents were talking on outdial calls during the time interval. Historical Agent Summary & Interval reports; ADR; Agent Trace report; Snapshot/Agent view. 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. ANI, or Automatic Number Identification, is a service provided by the phone company When you are in the RONA state, you cannot receive any calls. The accuracy in the percentage of calls that are recorded increases with the number of contacts. Connected Calls: The number of outdial calls that were connected to an agent. You can also check the Unlimited check box to search for a recording of any length. Operational logout. experience is enhanced, because the customer receives a proactive call from an agent rather than having to wait to connect If the variable is marked as secure, the (Secure Variable) icon appears beside the field name in the Interaction Control pane. Possible values: Not Monitored. The number of calls that left this queue after having been transferred by the agent to another queue. (Total Not Responding Time divided by Not Responding Count). You may want to record the calls that are made and received by certain users for various reasons, such as quality assurance, security, or training. The amount of time callers were on hold during the time interval. When the interaction ends, the agent chooses a wrap-up code to wrap up the is created for the Outdial queue and a site named Chicago, then only those outdial calls made by teams under the Chicago site The time segments are derived by dividing the Longest Time in Queue value by three, rounding the resulting The administrator creates campaigns, configures dialing mode (preview), and assigns a team to the campaign. The number of calls that were answered within the Service Level threshold provisioned for the queue or skill (in a skills how many times each code was entered. You can't make an outdial call when you have an active inbound voice call. If the Pause/Resume option is Enabled at the tenant level, then this setting at the Queue level is ignored. Agent 2 cannot apply a wrap up reason for a consulting call. The number of external calls that came in to the entry point. Average Time: (Not in ADR, Agent Trace report, or Snapshot/Agent view) The average amount of time agents were in the Outdial Reserved 2022 Cisco and/or its affiliates. When Agent 1 starts a conference call, the customer is taken off hold. You can configure any of the following (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. Contact Center. (If the call was both coached and barged-in on, the value of this parameter is Barged-In). For more information, see Start a Conference Call. Select the sites, teams, and agents you want to include in your recording schedule. by CallCabinet | November 30, 2022. When migrating from a paid to a free subscription, unlimited retention ends and recordings are deleted after 30 days. 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. Reserved Time: The amount of time agents were in the Outdial Reserved state, a state indicating that the agent has initiated an outdial that is randomly generated. This setting is selected when enabling Call Recordings for the tenant. option during peak hours or non-working hours of the contact center. agent to answer the call. Cisco Webex Experience Management Post Call Survey, Outdial Automatic Number Identification (ANI). Answer the call on your physical phone, and wait for the customer to respond. The number of calls that were transferred to another entry point. Customers can opt to receive a callback using an IVR (Interactive Voice Response) by calling, visiting the website, or using is available or until the customer opts out of the queue. Possible values: park: The call was queued in the Webex Contact Center network and subsequently ended without being distributed to a site. Allow Agent To Access Recordings is enabled at the tenant level. Boca Raton, FL, USA, Sept, 2022 -- CallCabinet, a cloud-based compliance call recording solution for unified communications platforms, announced the integration of 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). Count: The number of times an agent was in the Outdial Reserved state, a state indicating that the agent has initiated an outdial Total Time: The total amount of time an agent spent in the Wrap-up state after an inbound call. The amount of time the agent was logged in during the time interval. Go to https://www.dubber.net/contact-us/ to get detailed information about Dubber's Call Recording product and pricing, then create an account. The consulted agent can exit the call by clicking Exit Consult, and the call continues between you and the customer. (Total Available Time divided by Available Count). You can use the Collect Digits and Set Variable activities to set the callback number, as illustrated in the callback flow. Snapshot/Agent view; Historical Agent Summary & Interval reports; ADR. 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. 2022 Cisco and/or its affiliates. The number of calls that were answered within the Service Level threshold provisioned for this queue or skill (in a skills a pop-up window. 2. The cumulative amount of time calls were in queue, waiting to be sent to an agent or other resource. 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. This capability can be granted under User Profiles. Info activity to fetch the EWT/PIQ. 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