It can be found from the Users page by going to Calling > User Call Experience > Call Recording > Show call recording platform information. The customer's position in the queue is retained for receiving the If the attempt fails, the Campaign Contact icon is enabled and you can start the campaign call again. If your enterprise uses the threshold alerts feature and your user profile authorizes you to view alerts, you can use the interval by queue report), divided by total calls (including abandoned calls) multiplied by 100: ((In Service Level)/(Answered + Abandoned)) * 100. All rights reserved. A popover appears with options to change your state to either. Total Time: The amount of time the agent consulted another agent during an outdial call. This setting specifies the recording pruning strategy for the enterprise. The metric that the threshold is associated with. (Optional) If you are using a handset or headset, you must hang up the physical phone before you can receive the next call. The system searches for an available agent in the selected queue. Call-Associated Data (CAD) variables allow the administrator to collect call data such as a case number or any action code 2022 Cisco and/or its affiliates. The documentation set for this product strives to use bias-free language. The data center has reached the maximum limit for concurrent calls. Because queued time is In Flow Designer, your administrator configures the variables, labels of the variables, and the order in which they must appear The icon indicates that the recording is in progress. and contact your partner. After the agent accepts the callback request, the call is dialed out to the customer. You can configure the Pause/Resume option for specific queues. The total amount of time between when inbound calls arrived or outdial calls were placed and when they were terminated. When an agent is available, the agent is offered the callback request in the Agent Desktop, based on the customers Use the Get Queue Conference: The agent conferenced a call with another party. The first person to join the meeting who has a host Because an agent can change the idle code while in the Idle state, the number of idle codes can exceed the number of times Wrap Up Time: The amount of time agents spent in the Wrap-up state after an inbound call during the time interval. To make an outbound preview campaign call: You must be in the Available state to accept an outbound preview campaign call. queue, based on the contact's position in the queue. agent. 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 From the Management Portal navigation bar, choose Recording Management. The accuracy in the percentage of calls that are recorded increases with the number of contacts. The following table describes the parameters available in Webex Contact Center real-time and historical call reports. Ensure that the administrator has set up the inbound entry point and queue for courtesy callback. time elapsed since you initiated the preview campaign call. Therefore, if the courtesy callback flows to an entry point or a queue served by announcement is played during start, stop, pause, or resume operations, Webex Calling sends information to Dubber that an announcement was played. With the paid licenses, you have access to unlimited recordings, unlimited storage, and recordings can be accessed by the administrator. 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. how many times each code was entered. If the Enabled Leg Recordings option is set to Yes, three files are created for each recorded call. When the interaction Devices. connecting popover is followed by the contact request popover. desktop automatically resumes. customer or partner administrator must accept the Dubber The retrieved list displays the current agent availability states. Queue Duration (sec): The number of seconds during which calls were in a queue. (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. is available or until the customer opts out of the queue. Agent 2 can end a conference call by clicking the Exit Conference button, and the call continues between Agent 1 and the customer. number when visiting the contact center website or interacting with a chatbot (Virtual Agent) on the website. If the customer answers For example, the agent might need to pause a potential call recording to obtain credit card numbers or other protected information. LoggingInAnotherInstance. The status of the call is displayed as Ringing. The cumulative amount of time calls were in queue, waiting to be sent to an agent or other resource. When you receive a call from After you review the customer's contact information, click Call to make the call or click Skip to view the next preview campaign call request. Learn more about how Cisco is using Inclusive Language. The date when a new security key pair was last generated. Web Callback (Callback): A customer can opt to receive a callback by submitting a callback request along with a name and callback Agent 2 can accept a transfer request made by the Agent 1 during the consult call. The Queues, Sites, and other lists appear based on your access privileges. Total Time: The total amount of time agents spent in the Idle state. 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 Enable Pause Resume parameter if you want agents to have access to the Privacy Shield icon during call recording. to you, and a timer indicating the time elapsed since you received the call. To select the start date (the date on which the schedule becomes effective) and end date (the date on which the schedule expires), Click the name of an agent to drill-down to the Agent view for that agent. This is because tenant settings supersede Queue settings. 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 (Matched Calls * 100)/ (Connected + Abandoned + Reclassified). Although this metric is visible for outdial calls, it is not meaningful for outdial calls. Average Handle Time: The average length of time spent handling an outdial call (outdial connected time plus outdial wrap up time, divided by 2022 Cisco and/or its affiliates. Average Time: (Not in ADR or Agent Trace report) The average length of consulting time (Total Consult Time divided by Consult Count). You can now transfer the call from the debit card workflow to the credit card workflow. an optional service module that enables authorized users to record calls handled by Hold Count: The number of times an agent put an inbound caller on hold. Agent 2 cannot apply a wrap up reason for a conference call. Check with Cisco TAC and ensure the Tenant Privacy Shield is enabled. The number of times an agent transferred an inbound call to another agent. Agent 1 can consult with Agent 2 and put Agent 2 on hold. If Pause/Resume Enabled is set to Yes, you canspecify the Recording Pause Duration in seconds. 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 times the call was transferred by an agent. The limit on the total recording size in megabytes. 2022 Cisco and/or its affiliates. Answered Count: The number of inbound calls that were answered by an agent during the time interval. When you choose a queue, agent, or Teams. Users have Professional or Basic Webex Calling user licenses assigned. protected information. % Time: (Only in ADR) The percentage of time the agent was connected to an inbound call. The number of calls that were routed from the queue to an agent or available resource and were answered by the agent or resource. Supervisory logout. The Agent Desktop validates the format of the dial number that you enter. To set up courtesy callback, the flow developer needs to configure the callback flow using the Flow Designer. The number of calls that were connected to an agent, but that were then immediately disconnected within the Sudden Disconnect Webex Contact Center Recording functionality can also be customized based on customer requirements using various Queue based settings. recording. Transfer a call to a queue, an agent, or a dial number. that are saved first are displayed and the other agent is notified with a message. In the Site view of a current snapshot agent report, you can do the following: Click a collapse arrow or expand arrow next to a site name to collapse or expand the list of logged-in teams at the site. by staff hours. The site where the team the agent was handling calls for is located. You can configure the Callback activity to use the same queue If the customer does not respond to the call or rejects the call, the callback request is canceled. You can edit the phone number if required, before making the call. count when the call ends. The drop-down list displays the queues and entry points that are available to transfer the call. in the Security Keys tab. Average Connected Time: Outdial connected time divided by the number of outdial calls that were connected during the time interval. the Queue is active or inactive. The number of times agents initiated a conference call to an agent or external number. Whether or not a supervisor acknowledged the alert. The call continues between Agent 2 and the customer. information is correct: Service ProviderCopy and paste the corresponding value from Control Hub. Teams; CSR. 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 For example, due to call connectivity issues. The customer and Agent 2 are dropped from the conference call. Average Connected Time: Inbound connected time divided by the number of inbound calls that were connected during the time interval. agent to answer the call. On the page that appears, specify the appropriate settings as described in the following table, and then click Save. You can also use the features of the optional Webex Contact Center Recording Management module to search for and play recorded files. If your enterprise uses the Multimedia feature and the report includes more than one media channel, you can click the collapse The status is Asterisks You must submit your At the queue level, this is the Select Yes or No to specify whether or not agents can click the Privacy Shield button during a call. The format of the phone number that you can dial is determined by the settings You receive a call on your physical phone. 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. number of agents logged in to all teams at the sites serving this queue. Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & value are deleted. on the left pane to filter the recordings: Queues: Choose one or more queues to filter the recordings returned by queue. To filter the list based on more criteria, click the Advanced Search button. webex.com. 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 first agent clicks the Queue button, selects a queue from the drop-down list, and clicks Transfer. if the agent has just signed in and has not selected an idle code. with the contact center. consulted agent's name and dial number. The Privacy Shield button is displayed on the Agent Desktop only if the Privacy Shield feature is enabled in the tenant service configuration. agent completes the transfer to the second party. Terms of Service on behalf of the customer. The number of times agents did not respond to a consult invitation. 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. Talk Time (min): The number of minutes during which an agent was talking with a party on an outdial call. value down to the nearest 10 seconds, and then multiplying that value by 1, 2, and 3. Click Conference while you are consulting with another agent. Assign a tag to a recording or remove a tag from a recording. The consulted agent can exit the call by clicking Exit Consult, and the call continues between you and the customer. You can configure any of the following You can't use an entry point number as the dial number to make an outdial call. If the call is not answered, it is included in the Abandoned or Disconnected that it is resumed successfully. Snapshot/Team, Agent, & Skill views; ADR; Agent Trace report. Initiate a three-way communication between you, the customer and another agent. straight_transfer: The call was distributed to a site upon arrival without being queued in the Webex Contact Center network. Before searching for any recordings, it may be helpful to check, first, whether The administrator who enabled the user for call recording is also added into In Team and Skill views, if the current state is Idle, the idle code the agent selected is shown in parentheses. Keep in mind that if you later turn off the Call Recording feature, the The call was not monitored. For example, the call rings but the customer fails to answer the call. make more calls, and the corresponding reason codes are displayed on the Agent Desktop. Enable call recording for Webex Calling users. Only a single attempt is made for the courtesy callback. 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. Agent 1 can start and end a conference call. The number of calls that were terminated within the Short Call threshold provisioned for the enterprise without being connected The longest amount of time a call has been in each queue covered in the report. This administrator can use the When Agent 1 starts a conference call, the customer is taken off hold. 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. For more information, see Initiate a Consult Call. Count: The number of times an agent sent a consult request to another agent. Be sure to instruct agents about this feature. By default, the search page lists all of the recordings. Learn more about how Cisco is using Inclusive Language. Enable call recording for Webex Calling users, Small business account management (paid user), User Call skill (in a skills interval by queue report), divided by total calls (including abandoned calls) multiplied by 100. If your installation includes the encryption option, each recording file for your enterprise is encrypted using a public key Total Time: The total amount of time an agent spent consulting other agents during inbound calls. The skill operand type that was assigned to the call when it was distributed to the queue. The average length of time spent handling a call (total connected time plus total hold time and total wrap-up time, divided Below is the list of key Queue level settings. Security Keys - Allows authorized users to access the Security Keys tab to view and change the schedule for generating security key pairs. consult call. Dubber validates the administrator email address and prevents the same You can select a queue from the Queue drop-down list. make more calls, and the corresponding reason codes are displayed on the Agent Desktop. % Time: (Only in ADR and Agent Trace report) The percentage of time the agent was in the Inbound Reserved state. The default The number of times an error occurred during the transfer process. For configuration objects that have been deleted, an option to filter data using the deleted object names will not be available. Barged-In. the call was queued for longer than the maximum queue time specified in the routing strategy or because an error occurred The number of times the agent initiated a conference call. The number of agents currently logged in or, in the Skill view, the number of agents currently logged in who possess the skill. The maximum number of minutes of recordings per agent. Pause Plays an announcement indicating The cumulative amount of time between when consult-to-queue requests were answered and when the consultations ended. Call recordings can be configured and customized in Recordings Schedule. When a customer drops from a consult call, the interaction ends, and the Wrap Up Reasons dialog box appears for Agent 1. You can put the customer on hold so that you can consult with another agent or lookup additional customer information. state (Total Time divided by Count). You can filter the call recordings based on the Queue, Site, Teams, Agent, Wrap up Codes and Tags. service is set to on enabling you to configure it for certain users. Total Time: Total Consult Answer Time plus Total Consult Request Time. The Privacy Shield button is displayed on the Agent Desktop only if the Privacy Shield feature is enabled in Webex Contact Center service configuration. and how many times each code was used. Consult-Request: The agent initiated a consultation with another agent. The icon that is displayed for Courtesy Callback and Web Callback is the same. a chatbot (Virtual Agent) of a call center. The cumulative amount of time calls were in the IVR system. 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. On the Recording Schedules page, select a queue from the Queue drop-down list. These settings are selected when enabling Call Recordings for the tenant. field is empty, then all agents associated with the selected sites appear. The outdial configuration includes If the Teams Agent 1 can start a conference call with Agent 2 by clicking the Conference button. In the Custom Attributes section of the page that appears, click Add. For more information, see Start a Conference Call. The average length of time spent handling a call with this skill requirement (total connected time plus total wrap-up time, The number of times an agent requeued an inbound call. % Time: (Only in ADR and Agent Trace report) The percentage of time the agent was in the Wrap-up state after an inbound call. provisioned for the enterprise. - Call Recording Dubber Go is available to all enterprise users and gives access to the call to another agent or supervisor. For more information, see Hold and Resume a Call. Also, when an All call recording schedules for that queue are displayed. Typically, a call is Teams. (Not in ADR, Agent Trace report, or Snapshot/Agent view) The average outdial connected time (Total Time divided Snapshot/Skill view; Real-time Skills Interval by Team. To change an existing value, select the value and overwrite it with a new value. Total Time: The total amount of time an agent spent in the Reserved state. Total Calls: The total number of outdial calls. When a call is transferred to an entry point, the call cannot be routed back to you. 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 The amount of time the agent was logged in during the time interval. as Ringing. 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 three default variables refer Snapshot/Site, Skill, & Skills by Team views. A popover appears with options to change your state to either Available or Idle. When the customer ends the call, the Wrap Up Reasons dialog box appears. You must be on an active call with a customer. The number of calls that were terminated while in queue within the Service Level threshold provisioned for the queue or skill The customer can drop from an ongoing call with Agent 1 and Agent 2, thereby ending the interaction. When the maximum number of minutes is reached, the oldest recordings is coming in to an agents station but has not yet been answered. The Recording Management module can be enabled and configured for users from the User Profile configuration menu. 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. The amount of time callers were on hold during the time interval. 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. Total Time: The total amount of time agents were connected to inbound calls. In addition, authorized users can create tags that can be assigned to audio files for use as search For more information, see Hold and Resume a Call. criteria, specify which global (previously known as CAD) variables to store with recordings, create custom attributes, and view recent Recording Management activity. The status of the incoming call is displayed an inbound call (Total Wrap Up Time divided by Wrap Up Count). The Wrap Up Reasons dialog box appears. The date and time that the threshold alert was triggered. In the Agent Interaction History pane, select the All tab or the Calls tab. When editing a CAD variable corresponding to date and time, follow the supported international standard in order to save the Learn more about how Cisco is using Inclusive Language. These settings need to be configured in concurrence with each other to make it work as designed. A customer cannot initiate a conference call. Check this check box to specify a time interval for automatically generating a new security key pair. Inbound Answered calls plus Outdial Attempted calls. For example, the customer cancels an incoming call. The amount of time the agent has been logged in. Count: The number of times an agent answered a consult-to-queue request from an agent who was handling an outdial call. The amount of time agents were talking with callers during the time interval. When the interaction ends, the agent chooses a wrap-up code to wrap up the The Webex Contact Center Recording Management module records the calls routed to the overflow destination number, but doesn't list them in the user to an agent. You must have accepted the call request. Tags: Define a text string and assign it to the recording. The dial number supports the following formats: US format: + [Country Code][Area Code][Seven-digit Phone Number], E.164 number format: [+][Country Code][Number], IDD (International Direct Dialing) format: [IDD][Country Code][Number]. The result set will contain details of calls handled for those The number of months to retain recordings. Count: The number of times an agent answered a consult request plus the number of times an agent consulted other agents. The documentation set for this product strives to use bias-free language. You can select Time Based, Agent Minutes, or Storage Based Pruning Strategy. For example, when you're busy with another interaction. 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