Cisco Webex Contact Center Analyzer User Guide

Stock Reports

Analyzer provides a set of stock reports that allow you to view real-time data or historical data. To view these read-only reports, navigate to Visualizations.

Consider the following:

When you query the data, the query is in the Tenant Time Zone. The Data shows as per the Browser Time Zone. After running the report, the report shows the Browser Time Zone at the top-right corner of the report page.
In addition to the existing formats, the Duration field now has two new formats: HH:MM:SS.SSS and MM:SS.SSS. Select the appropriate format to see the data in millisecond format.

For example:
- If the duration is 200 milliseconds,
  - and the format is HH:MM:SS.SSS, then the value is 00:00:00.200.
  - and the format is MM:SS.SSS, then the value is 00:00.200.
- If the duration is 1001 milliseconds,
  - and the format is HH:MM:SS.SSS, then the value is 00:00:01.001.
  - and the format is MM:SS.SSS, then the value is 00:01.001.

Note

Analyzer supports reporting for a maximum duration of 12 months within the last 13 months starting from the current date.

The Analyzer UI allows users to select a Custom Duration date range of up to 12 months within the last 13 months starting from the current date.

Business Metrics

Usage Report

The Usage Report shows the count of agents who have logged in for each site, month, and day. The report also provides a concurrent count of agents who have logged in.

Note

The Custom Duration date range must be set within 12 months of today's date.

Report Path: Stock Reports > Business Metrics > Usage Report

Output Type: Table


Parameter	Description	Formula
Site	Name of the site.
Month	Shows month and year of the report.
Date	Shows date, month, and year of the report.
Unique Agents Logged In	Shows the number of agents who were logged in. Only one login for each agent is counted.	When each unique agent logs in to the system each day, this count is incremented.
Concurrent Agents Logged In	Shows the number of agents who were logged in at a given time.	If the log-in count in a day is higher than the previous max value, then this value is assigned as the max value.

Historical Reports

Agent Reports

Agent Details

The Agent Details report is used to display agent statistics. This report is available in Analyzer reports and in APS reports on Agent Desktop.

Note

The Sudden Disconnected Count field is currently not used and will not be populated.

Report Path: Stock Reports > Historical Reports > Agent Reports

Output Type: Table


Parameter	Description	Filters	Formula
Agent Name	Shows the name of the agent. Used As: Row Segment
Interval	Shows the time duration for which the Agent Details report is generated.		Last seven Days
Multimedia Profile Type	Shows the type of blended profile configured for the agent. The blended profile types are Blended, Blended Real-time, and Exclusive.
Channel Type	Shows the media type of the contact, such as voice, email, or chat. Used As: Row Segment
Login Count	Shows the total number of logins in which contacts of a specific channel type were configured for the agent.	Channel Type: voice, chat, email	Count of Agent Channel ID
Contact Handled	Shows the total number of contacts handled.		Sum of Outdial Connected Count + Sum of Connected Count
Staff Hours	Shows the total amount of time the agent was logged in.		Sum of Realtime Update Timestamp - Sum of Login Timestamp
Initial Login Time	Shows the date and time at which the agent first logged in.		Minimum Login Timestamp
Final Logout Time	Shows the date and time at which the agent last logged out.		Maximum Logout Timestamp
Occupancy	Shows the percentage of time the agent spent on the call compared to the available time and the idle time.		((Sum of Connected Duration + Sum of Wrapup Duration) + (Sum of Outdial Connected Duration + Sum of Outdial Wrapup Duration)) / (Maximum Logout Timestamp - Minimum Login Timestamp)
Idle Count	Shows the number of times the agent went into the Idle state.		Sum of Idle Count
Total Idle Time	Shows the total amount of time the agent spent in the Idle state.		Sum of Idle Duration
Average Idle Time	Shows the average duration for which the agent was in the Idle state.		Sum of Idle Duration / Sum of Idle Count
Available Count	Shows the number of times the agent went into the Available state.		Sum of Available Count
Total Available Time	Shows the total amount of time the agent spent in the Available state.		Sum of Available Duration
Average Available Time	Shows the average length of time an agent was in the Available state.		Sum of Available Duration / Sum of Available Count
Inbound Reserved Count	Shows the number of times an agent went into the Inbound Reserved state.		Sum of Ringing Count
Inbound Reserved Total Time	Shows the total amount of time an agent spent in the Reserved state (time duration after a call comes in to an agent’s station but is not yet answered).		Sum of Ringing Duration
Average Inbound Reserved Time	Shows the average length of time an agent was in the Inbound Reserved state.		Sum of Ringing Duration / Sum of Ringing Count
Inbound Hold Count	Shows the number of times an agent put an inbound caller on hold.		Sum of Hold Count
Inbound Hold Total Time	Shows the total amount of time the inbound calls were on hold.		Sum of Hold Duration
Average Inbound Hold Time	Shows the average hold time for inbound calls.		Sum of Hold Duration / Sum of Hold Count
Inbound Connected Count	Shows the number of inbound calls that were connected to an agent.		Sum of Connected Count
Inbound Connected Total Time	Shows the total amount of time an agent was talking to customers on inbound calls. Inbound Connected Total Time does not include the Idle Time, Hold Duration, or Consult Time.		Sum of Connected Duration
Inbound Contact Total Time	Shows the total amount of time an agent was connected to inbound calls.		Sum of Connected Duration + Sum of Hold Duration
Average Inbound Contact Time	Shows the average inbound contact time.		(Sum of Connected Duration + Sum of Hold Duration) / Sum of Connected Count
Outdial Reserved Count	Shows the number of times an agent was in the Outdial Reserved state, a state indicating that the agent has initiated an outdial call, but the call isn’t connected yet.		Sum of Outdial Ringing Count
Outdial Reserved Total Time	Shows the total amount of time an agent was in the Outdial Reserved state.		Sum of Outdial Ringing Duration
Average Outdial Reserved Time	Shows the average amount of time an agent was in the Outdial Reserved state.		Sum of Outdial Ringing Duration / Sum of Outdial Ringing Count
Outdial Hold Count	Shows the number of times an agent put an outbound caller on hold.		Sum of Outdial Hold Count
Outdial Hold Total Time	Shows the total amount of time the outbound calls were on hold.		Sum of Outdial Hold Duration
Average Outdial Hold Time	Shows the average hold time for outbound calls.		Sum of Outdial Hold Duration / Sum of Outdial Hold Count
Outdial Attempted Count	Shows the number of times an agent attempted to make an outdial call.		Sum of Outdial Ringing Count
Outdial Connected Count	Shows the number of outdial calls that were connected to an agent.		Sum of Outdial Connected Count
Outdial Connected Total Time	Shows the total amount of time an agent was talking to customers on outdial calls. Outdial Connected Total Time does not include the Idle Time, Hold Duration, or Consult Time.		Sum of Outdial Connected Duration
Outdial Contact Total Time	Shows the total amount of time an agent was connected to outdial calls.		Sum of Outdial Connected Duration + Sum of Hold Duration
Average Outdial Contact Time	Shows the average outdial contact time.		(Sum of Outdial Connected Duration + Sum of Hold Duration) / Sum of Outdial Connected Count
Sudden Disconnected Count	Shows the number of calls that were answered (that is, connected to an agent or distributed to and accepted by a destination site), but that were then immediately disconnected within the Sudden Disconnect threshold provisioned for the enterprise.		Sum of Disconnected Count
Inbound Wrapup Count	Shows the number of times an agent went into the Wrapup state after an inbound call.		Sum of Wrapup Count
Inbound Wrapup Total Time	Shows the total amount of time an agent spent in the Wrapup state after an inbound call.		Sum of Wrapup Duration
Average Inbound Wrapup Time	Shows the average length of time an agent was in the Wrapup state after an inbound call.		Sum of Wrapup Duration / Sum of Wrapup Count
Outdial Wrapup Count	Shows the number of times an agent went into the Wrapup state after an outbound call.		Sum of Outdial Wrapup Count
Outdial Wrapup Total Time	Shows the total amount of time an agent spent in the Wrapup state after an outbound call.		Sum of Outdial Wrapup Duration
Average Outdial Wrapup Time	Shows the average length of time an agent was in the Wrapup state after an outbound call.		Sum of Outdial Wrapup Duration / Sum of Outdial Wrapup Count
Not Responding Count	The number of times an agent failed to respond to an incoming request due to which the contact couldn’t be connected to the agent.		Sum of Not Responded Count
Not Responding Total Time	Shows the total amount of time an agent spent in the Not Responding state.		Sum of Not Responded Duration
Average Not Responding Time	Shows the average length of time an agent was in the Not Responding state.		Sum of Not Responded Duration / Sum of Not Responded Count
Consult Answer Count	Shows the number of times an agent answered a consult request from another agent.		Sum of Consult Count
Consult Answer Total Time	Shows the total amount of time an agent spent answering consult requests.		Sum of Consult Duration
Average Consult Answer Time	Shows the average length of time an agent spent answering consult requests.		Sum of Consult Duration / Sum of Consult Count
Consult Request Count	Shows the number of times an agent sent a consult request to another agent.		Sum of Consult Request Count
Consult Request Total Time	Shows the total amount of time an agent spent consulting other agents.		Sum of Consult Request Duration
Average Consult Request Time	Shows the average length of time an agent spent consulting other agents.		Sum of Consult Request Duration / Sum of Consult Request Count
Consult Count	Shows the number of times an agent answered a consult request from another agent		Sum of Consult Answer Count
Total Consult Time	Shows the total amount of time an agent spent answering consult requests.		Sum of Consult Answer Duration
Average Consult Time	Shows the average length of time an agent spent answering consult requests.		Sum of Consult Answer Duration / Sum of Consult Answer Count
Conference Count	Shows the number of times an agent initiated a conference call.		Sum of Conference Count
Inbound CTQ Request Count	Shows the number of times an agent initiated a consult to queue while handling an inbound call.		Sum of CTQ Request Count
Inbound Total CTQ Request Time	Shows the total amount of time an agent spent answering consult-to-queue requests from an agent handling an inbound call.		Sum of CTQ Request Duration
Inbound CTQ Answer Count	Shows the number of times an agent answered a consult-to-queue request from another agent who was handling an inbound call.		Sum of CTQ Answer Count
Inbound Total CTQ Answer Time	Shows the total amount of time an agent spent answering consult-to-queue requests from an agent handling an inbound call.		Sum of CTQ Answer Duration
Outdial CTQ Request Count	Shows the number of times an agent initiated a consult-to-queue request while handling an outdial call.		Sum of Outdial CTQ Request Count
Outdial CTQ Total Request Time	Shows the total amount of time an agent spent answering consult-to-queue requests from another agent who was handling an outdial call.		Sum of Outdial CTQ Request Duration
Outdial CTQ Answer Count	Shows the number of times an agent answered a consult-to-queue request from another agent who was handling an outdial call.		Sum of Outdial CTQ Answer Count
Outdial CTQ Total Answer Time	Shows the total amount of time an agent spent answering consult-to-queue requests from another agent who was handling an outdial call.		Sum of Outdial CTQ Answer Duration
Agent Transfer	Shows the number of times an agent transferred an inbound call to another agent.		Sum of Agent To Agent Transfer Count
Agent Requeue	Shows the number of times an agent requeued an inbound call.		Sum of Agent Transfer To Queue Request Count
Blind Transfer	Shows the number of times an agent transferred an inbound call to either an external or third-party Dial Number (DN) through the Interactive Voice Response (IVR) without agent intervention.		Sum of Blind Transfer Count
Inbound Average Handle Time	Shows the average length of time an agent spent handling an inbound call.		(Sum of Connected Duration + Sum of Wrapup Duration) / Sum of Connected Count
Outdial Average Handle Time	Shows the average length of time an agent spent handling an outbound call.		(Sum of Outdial Connected Duration + Sum of Outdial Wrapup Duration) / Sum of Outdial Connected Count

Click the Skill Profile or Skills table cell to see the Drill Down icon. Click the icon to launch the Drill Down modal dialog. You can see the following details:


Parameter	Description
Login/Skill-Update Time	Shows the next login date and time for an agent whose skill profile/skills were updated when logged out, or the date and time when the skill profile/skills were updated for an agent who is currently logged in.
Skill Profile	Shows the name of the skill profile that is associated with an agent.
Skills	Shows the skill of an agent, such as language fluency or product expertise. The column shows multiple skills mapped to the corresponding skill profile, in a comma-separated single string.

Agent Details by Social Channels

The Agent Details by Social Channels report is used to display Facebook and SMS channel statistics.

Note

This report appears only if your enterprise has subscribed to the Social Channel SKU.

Note

The Sudden Disconnected Count field is currently not used and will not be populated.

Report Path: Stock Reports > Historical Reports > Agent Reports

Output Type: Table


Parameter	Description	Formula
Agent Name	Name of the agent Used As: Row Segment
Interval	Time Period	Last 7 Days
Sub Channel Type	The Social Channels (Facebook and SMS) are displayed with statistics. Filter: Channel Type Field: Social Used As: Row Segment
Login Count	Total number of times an agent logged in on that day.	Count of Agent Channel ID
Contact Handled	The total number of calls handled.	Sum of Outdial Connected Count + Sum of Connected Count
Staff Hours	The total amount of time an agent was logged in.	Sum of Realtime Update Timestamp - Sum of Login Timestamp
Initial Login Time	The date and time when the agent logged in.	Minimum Login Timestamp
Final Logout Time	The date and time when the agent logged out.	Maximum Logout Timestamp
Occupancy	The measure of time an agent spent on calls compared to the available and idle time.	((Sum of Connected Duration + Sum of Wrapup Duration) + (Sum of Outdial Connected Duration + Sum of Outdial Wrapup Duration)) / (Maximum Logout Timestamp - Minimum Login Timestamp)
Idle Count	The number of times an agent went into the Idle state.	Sum of Idle Count
Total Idle Time	The total amount of time an agent spent in the Idle state.	Sum of Idle Duration
Average Idle Time	The average length of time an agent was in the Idle state.	Sum of Idle Duration / Sum of Idle Count
Available Count	The number of times an agent went into the Available state.	Sum of Available Count
Total Available Time	The total amount of time an agent spent in the Available state.	Sum of Available Duration
Average Available Time	The average length of time an agent was in the Available state.	Sum of Available Duration / Sum of Available Count
Inbound Reserved Count	The number of times an agent went into the Inbound Reserved state.	Sum of Ringing Count
Inbound Reserved Total Time	The total amount of time an agent spent in the Reserved state (time duration after a call comes in to an agent’s station but is not yet answered).	Sum of Ringing Duration
Average Inbound Reserved Time	The average length of time an agent was in the Inbound Reserved state.	Sum of Ringing Duration / Sum of Ringing Count
Inbound Hold Count	The number of times an agent put an inbound caller on hold.	Sum of Hold Count
Inbound Hold Total Time	The total amount of time the inbound calls were on hold.	Sum of Hold Duration
Average Inbound Hold Time	The average hold time for inbound calls.	Sum of Hold Duration / Sum of Hold Count
Inbound Connected Count	The number of inbound calls that were connected to an agent.	Sum of Connected Count
Inbound Connected Total Time	The total amount of time an agent was talking to customers on inbound calls. Inbound Connected Total Time does not include the Idle Time, Hold Duration, or Consult Time.	Sum of Connected Duration
Inbound Contact Total Time	The total amount of time an agent was connected to inbound calls.	Sum of Connected Duration + Sum of Hold Duration
Average Inbound Contact Time	The average inbound contact time.	(Sum of Connected Duration + Sum of Hold Duration) / Sum of Connected Count
Outdial Reserved Count	The number of times an agent was in the Outdial Reserved state, a state indicating that the agent has initiated an outdial call, but the call isn’t connected yet.	Sum of Outdial Ringing Count
Outdial Reserved Total Time	The total amount of time an agent was in the Outdial Reserved state.	Sum of Outdial Ringing Duration
Average Outdial Reserved Time	The average amount of time an agent was in the Outdial Reserved state.	Sum of Outdial Ringing Duration / Sum of Outdial Ringing Count
Outdial Hold Count	The number of times an agent put an outbound caller on hold.	Sum of Outdial Hold Count
Outdial Hold Total Time	The total amount of time the outbound calls were on hold.	Sum of Outdial Hold Duration
Average Outdial Hold Time	The average hold time for outbound calls.	Sum of Outdial Hold Duration / Sum of Outdial Hold Count
Outdial Attempted Count	The number of times an agent attempted to make an outdial call.	Sum of Outdial Ringing Count
Outdial Connected Count	The number of outdial calls that were connected to an agent.	Sum of Outdial Connected Count
Outdial Connected Total Time	Shows the total amount of time an agent was talking to customers on outdial calls. Outdial Connected Total Time does not include the Idle Time, Hold Duration, or Consult Time.	Sum of Outdial Connected Duration
Outdial Contact Total Time	The total amount of time an agent was connected to outdial calls.	Sum of Outdial Connected Duration + Sum of Hold Duration
Average Outdial Contact Time	The average outdial contact time.	(Sum of Outdial Connected Duration + Sum of Hold Duration) / Sum of Outdial Connected Count
Sudden Disconnected Count	The number of calls that were answered (that is, connected to an agent or distributed to and accepted by a destination site), but that were then immediately disconnected within the Sudden Disconnect threshold provisioned for the enterprise.	Sum of Disconnected Count
Inbound Wrapup Count	The number of times an agent went into the Wrapup state after an inbound call.	Sum of Wrapup Count
Inbound Wrapup Total Time	The total amount of time an agent spent in the Wrapup state after an inbound call.	Sum of Wrapup Duration
Average Inbound Wrapup Time	The average length of time an agent was in the Wrapup state after an inbound call.	Sum of Wrapup Duration / Sum of Wrapup Count
Outdial Wrapup Count	The number of times an agent went into the Wrapup state after an outbound call.	Sum of Outdial Wrapup Count
Outdial Wrapup Total Time	The total amount of time an agent spent in the Wrapup state after an outbound call.	Sum of Outdial Wrapup Duration
Average Outdial Wrapup Time	The average length of time an agent was in the Wrapup state after an outbound call.	Sum of Outdial Wrapup Duration / Sum of Outdial Wrapup Count
Not Responding Count	The number of times an agent failed to respond to an incoming request due to which the contact couldn’t be connected to the agent.	Sum of Not Responded Count
Not Responding Total Time	The total amount of time an agent spent in the Not Responding state.	Sum of Not Responded Duration
Average Not Responding Time	The average length of time an agent was in the Not Responding state.	Sum of Not Responded Duration / Sum of Not Responded Count
Consult Answer Count	The number of times an agent answered a consult request from another agent.	Sum of Consult Count
Consult Answer Total Time	The total amount of time an agent spent answering consult requests.	Sum of Consult Duration
Average Consult Answer Time	The average length of time an agent spent answering consult requests.	Sum of Consult Duration / Sum of Consult Count
Consult Request Count	The number of times an agent sent a consult request to another agent.	Sum of Consult Request Count
Consult Request Total Time	The total amount of time an agent spent consulting other agents.	Sum of Consult Request Duration
Average Consult Request Time	The average length of time an agent spent consulting other agents.	Sum of Consult Request Duration / Sum of Consult Request Count
Consult Count	The number of times an agent answered a consult request from another agent	Sum of Consult Answer Count
Total Consult Time	The total amount of time an agent spent answering consult requests.	Sum of Consult Answer Duration
Average Consult Time	The average length of time an agent spent answering consult requests.	Sum of Consult Answer Duration / Sum of Consult Answer Count
Conference Count	The number of times an agent initiated a conference call.	Sum of Conference Count
Inbound CTQ Request Count	The number of times an agent initiated a consult to queue while handling an inbound call.	Sum of CTQ Request Count
Inbound Total CTQ Request Time	The total amount of time an agent spent answering consult-to-queue requests from another agent who was handling an inbound call.	Sum of CTQ Request Duration
Inbound CTQ Answer Count	The number of times an agent answered a consult-to-queue request from another agent who was handling an inbound call.	Sum of CTQ Answer Count
Inbound Total CTQ Answer Time	The total amount of time an agent spent answering consult-to-queue requests from another agent who was handling an inbound call.	Sum of CTQ Answer Duration
Outdial CTQ Request Count	The number of times an agent initiated a consult-to-queue request while handling an outdial call.	Sum of Outdial CTQ Request Count
Outdial CTQ Total Request Time	The total amount of time an agent spent answering consult-to-queue requests from another agent who was handling an outdial call.	Sum of Outdial CTQ Request Duration
Outdial CTQ Answer Count	The number of times an agent answered a consult-to-queue request from another agent who was handling an outdial call.	Sum of Outdial CTQ Answer Count
Outdial CTQ Total Answer Time	The total amount of time an agent spent answering consult-to-queue requests from another agent who was handling an outdial call.	Sum of Outdial CTQ Answer Duration
Agent Transfer	The number of times an agent transferred an inbound call to another agent.	Sum of Agent To Agent Transfer Count
Agent Requeue	The number of times an agent requeued an inbound call.	Sum of Agent Transfer To Queue Request Count
Blind Transfer	The number of times agents transferred inbound calls to either an external or third-party Dial Number (DN) through the Interactive Voice Response (IVR) without agent intervention.	Sum of Blind Transfer Count
Inbound Average Handle Time	The average length of time an agent spent handling an inbound call.	(Sum of Connected Duration + Sum of Wrapup Duration) / Sum of Connected Count
Outdial Average Handle Time	The average length of time an agent spent handling an outbound call.	(Sum of Outdial Connected Duration + Sum of Outdial Wrapup Duration) / Sum of Outdial Connected Count

Contacts Handled by Agents - Chart

This report represents the number of contacts handled by an agent. You can filter data by contact type.

Report Path: Stock Reports > Historical Reports > Agent Reports

Output Type: Bar Chart


Media Type	Description	Formula
Voice	The media type of the telephony contact.	Count of Connected Count (Channel Type = telephony) + Count of Outdial Connected Count (Channel Type = telephony)
Chat	The media type of the chat contact.	Count of Connected Count (Channel Type = chat)
Email	The media type of the email contact.	Count of Connected Count (Channel Type = email) + Count of Outdial Connected Count (Channel Type = email)

Agent Outdial Statistics

This report represents the number of outdial calls made by an agent.

Report Path: Stock Reports > Historical Reports > Agent Reports

Output Type: Table


Parameter	Description	Formula
Agent Name	The name of an agent, that is, a person who handles customer calls. Used As: Row Segment
Interval	Time period for which the outdial call information is available.	Last 7 Days
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Row Segment
Initial Login Time	The date and time when the agent logged in for the first time during the interval.	Minimum Login Timestamp
Outdial Contact Handled	The number of outbound calls that the agent handled.	Sum of Outdial Connected Count
Outdial Average Handle Time	The average handle time for outbound calls.	(Sum of Outdial Connected Duration + Sum of Outdial Wrapup Duration) / Sum of Outdial Connected Count
Outdial Connected Time	The total duration for which the agent was in conversation with the customer on the outdial call, this includes outdial hold duration.	Sum of Outdial Duration
Outdial Average Connected Time	The average outdial connected time.	Outdial Connected Time / Outdial Contact Handled
Outdial Talk Time	The total duration for which the agent was in conversation with the customer on the outdial call.	Outdial Connected Time - Outdial Hold Duration
Number of Transfers	The number of times the calls were transferred.
Average Consult Talk Duration	The average duration for which the agent consulted with another agent or a third party, keeping the caller on hold.	Total Consult Duration / Total Consult Count

Click any table cell except the Average Consult Talk Duration table cell to see the Drill Down icon. Select the Number of Transfers table cell, click the Drill Down icon to launch the Drill Down modal dialog. The Drill Down modal dialog displays the records involved in the computation of the visualization. You can see the following details:

Table 1. Drill Down
Parameter	Description	Formula
Call Transfer Time	The time at which the call got transferred.
Transfer Type	The type of transfer such as Blind Transfer and Consult Transfer.
Transferred to Number	The number to which the call was transferred.
Transferred to Queue	The queue to which the call was transferred.
Consult Talk Duration	The duration for which the agent consulted with another agent or a third party, keeping the caller on hold.

To add a new column in the report, you can select the appropriate CSR Fields and Measures from the drop-down list on the left side of the Drill Down modal dialog. You can export the Drill Down report in Microsoft Excel format or CSV format to a preferred location. To view the Drill Down modal dialog in a separate window, click the Launch icon.

Note

The Number of Transfers and Average Consult Talk Duration columns are available in the My Outdial Stats–Historic report of the APS reports in Agent Desktop. The Drill Down functionality does not apply to the APS reports in Agent Desktop.

Agent Statistics

This report represents the statistics of an agent.

Report Path: Stock Reports > Historical Reports > Agent Reports

Output Type: Table


Parameter	Description	Formula
Agent Name	The name of an agent, that is, a person who answers customer calls. Used As: Row Segment
Interval	Time period for which the agent statistics is available	Last 7 Days
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Row Segment
Login Time	The date and time when the agent logged in.	Minimum Login Timestamp
Handled	The total number of interactions handled.	Handled = Sum of Outdial Connected Count + Sum of Connected Count
Total Handle Time	The cumulative amount of time spent handling calls.	Total Handle time = (Sum of Connected Duration + Sum of Wrapup Duration) + (Sum of Outdial Connected Duration + Sum of Outdial Wrapup)
Avg Handle Time	The average length of time spent handling a call (connected time plus wrap-up time), divided by number of answered calls.	Avg Handle Time = (Sum of Connected Duration + Sum of Wrapup Duration) + (Sum of Outdial Connected Duration + Sum of Outdial Wrapup) / Sum of Connected Count.

Click the Skill Profile or Skills table cell to see the Drill Down icon. Click the icon to launch the Drill Down modal dialog. You can see the following details:


Parameter	Description
Login/Skill-Update Time	Shows the next login date and time for an agent whose skill profile/skills were updated when logged out, or the date and time when the skill profile/skills were updated for an agent who is currently logged in.
Skill Profile	Shows the name of the skill profile that is associated with an agent.
Skills	Shows the skill of an agent, such as language fluency or product expertise. The column shows multiple skills mapped to the corresponding skill profile, in a comma-separated single string.

Site

This report provides a detailed view of number of agent statistics in each site.

Note

The Sudden Disconnected Count field is currently not used and will not be populated.

Report Path: Stock Reports > Historical Reports > Agent Reports

Output Type: Table


Parameter	Description	Formula
Site Name	The call center location to which a call was distributed. Used As: Row Segment
Interval	Time period for which the agent statistics in each site is available.	Last 7 Days
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Row Segment
Contact Handled	The total number of contacts handled.	Sum of Connected Count + Sum of Outdial Connected Count
Staff Hours	The total amount of time agents were logged in.	Sum of Realtime Update Timestamp - Sum of Login Timestamp
Occupancy	The measure of time agents spent on calls compared to available and idle time.	((Sum of Connected Duration + Sum of Wrapup Duration) + (Sum of Outdial Connected Duration + Sum of Outdial Wrapup Duration)) / (Maximum Logout Timestamp - Minimum Login Timestamp)
Idle Count	The number of times agents went into the Idle state.	Sum of Idle Count
Total Idle Time	The total amount of time agents spent in the Idle state.	Sum of Idle Duration
Average Idle Time	The average length of time agents were in the Idle state.	Sum of Idle Duration / Sum of Idle Count
Available Count	The number of times agents went into the Available state.	Sum of Available Count
Total Available Time	The total amount of time agents spent in the Available state.	Sum of Available Duration
Average Available Time	The average length of time agents were in the Available state.	Sum of Available Duration / Sum of Available Count
Inbound Reserved Count	The number of times agents went into the Inbound Reserved state.	Sum of Ringing Count
Inbound Reserved Total Time	The total number of times agents spent in the Reserved state (time duration after a call comes in to an agent’s station but is not yet answered).	Sum of Ringing Duration
Average Inbound Reserved Time	The average length of time agents were in the Inbound Reserved state.	Sum of Ringing Duration / Sum of Ringing Count
Inbound Hold Count	The number of times agents put inbound callers on hold.	Sum of Hold Count
Inbound Hold Time	The total amount of time the inbound calls were on hold.	Sum of Hold Duration
Average Inbound Hold Time	The average hold time for inbound calls.	Sum of Hold Duration / Sum of Hold Count
Inbound Connected Count	The number of inbound calls that were connected to agents.	Sum of Connected Count
Inbound Connected Total Time	The total amount of time agents were talking to customers on inbound calls. Inbound Connected Total Time does not include the Idle Time, Hold Duration, or Consult Time.	Sum of Connected Duration
Inbound Contact Total Time	The total amount of time agents were connected to inbound calls.	Sum of Connected Duration + Sum of Hold Duration
Average Inbound Contact Total Time	The average inbound connected time.	(Sum of Connected Duration + Sum of Hold Duration) / Sum of Connected Count
Outdial Reserved Count	The number of times agents were in the Outdial Reserved state (time duration after a call is ringing and before a call is answered).	Sum of Outdial Ringing Count
Outdial Reserved Total Time	The total amount of time agents were in the Outdial Reserved state.	Sum of Outdial Ringing Duration
Average Outdial Reserved Time	The average amount of time agents were in the Outdial Reserved state.	Sum of Outdial Ringing Duration / Sum of Outdial Ringing Count
Outdial Hold Count	The number of times agents put outdial calls on hold.	Sum of Outdial Hold Count
Outdial Total Hold Time	The total amount of time the outdial calls were on hold.	Sum of Outdial Hold Duration
Average Outdial Hold Time	The average hold time for outdial calls.	Sum of Outdial Hold Duration / Sum of Outdial Hold Count
Outdial Attempted Count	The number of times agents attempted to make outdial calls.	Sum of Outdial Ringing Count
Outdial Connected Count	The number of outdial calls that were connected to agents.	Sum of Outdial Connected Count
Outdial Connected Total Time	The total amount of time agents were talking to customers on outdial calls. Outdial Connected Total Time does not include the Idle Time, Hold Duration, or Consult Time.	Sum of Outdial Connected Duration
Outdial Contact Total Time	The total amount of time agents were connected to outdial calls.	Sum of Outdial Connected Duration + Sum of Hold Duration
Average Outdial Contact Time	The average outdial connected time.	(Sum of Outdial Connected Duration + Sum of Hold Duration) / Sum of Outdial Connected Count
Sudden Disconnected Count	The number of calls that were connected to agents, but that were then immediately disconnected within the Sudden Disconnect threshold provisioned for the enterprise.	Sum of Disconnected Count
Inbound Wrapup Count	The number of times agents went into the Wrapup state after an inbound call.	Sum of Wrapup Count
Inbound Wrapup Total Time	The total amount of time agents spent in the Wrapup state after an inbound call.	Sum of Wrapup Duration
Average Inbound Wrapup Time	The average length of time agents were in the Wrapup state after an inbound call.	Sum of Wrapup Duration / Sum of Wrapup Count
Outdial Wrapup Count	The number of times agents went into the Wrapup state after an outdial call.	Sum of Outdial Wrapup Count
Outdial Wrapup Total Time	The total amount of time agents spent in the Wrapup state after an outdial call.	Sum of Outdial Wrapup Duration
Average Outdial Wrapup Time	The average length of time agents were in the Wrapup state after an outdial call.	Sum of Outdial Wrapup Duration / Sum of Outdial Wrapup Count
Not Responding Count	The number of times an agent failed to respond to an incoming request due to which the contact couldn’t be connected to the agent.	Sum of Not Responded Count
Not Responding Total Time	The total amount of time agents spent in the Not Responding state.	Sum of Not Responded Duration
Average Not Responding Time	The average length of time agents were in the Not Responding state.	Sum of Not Responded Duration / Sum of Not Responded Count
Consult Answer Count	The number of times agents answered a consult request from another agent.	Sum of Consult Count
Consult Answer Total Time	The total amount of time agents spent answering consult requests.	Sum of Consult Duration
Average Consult Answer Time	The average length of time agents spent answering consult requests.	Sum of Consult Duration / Sum of Consult Count
Consult Request Count	The number of times agents sent a consult request to another agent.	Sum of Consult Request Count
Consult Request Total Time	The total amount of time agents spent consulting other agents.	Sum of Consult Request Duration
Average Consult Request Time	The average length of time agents spent consulting other agents.	Sum of Consult Request Duration / Sum of Consult Request Count
Consult Count	The number of times agents answered consult requests plus the number of times agents consulted other agents.	Sum of Consult Answer Count
Total Consult Time	Total Consult Answer Time plus Total Consult Request Time.	Sum of Consult Answer Duration
Average Consult Time	The average length of consulting time.	Sum of Consult Answer Duration / Sum of Consult Answer Count
Conference Count	The number of times agents initiated a conference call.	Sum of Conference Count
Inbound CTQ Request Count	The number of times agents initiated a consult-to-queue while handling an inbound call.	Sum of CTQ Request Count
Inbound Total CTQ Request Time	The total amount of time agents spent answering consult-to-queue requests from other agents who were handling inbound calls.	Sum of CTQ Request Duration
Inbound CTQ Answer Count	The number of times agents answered consult-to-queue requests from other agents who were handling inbound calls.	Sum of CTQ Answer Count
Inbound Total CTQ Answer Time	The total amount of time agents spent answering consult-to-queue requests from other agents who were handling inbound calls.	Sum of CTQ Answer Duration
Outdial CTQ Request Count	The number of times agents initiated consult-to-queue requests while handling outdial calls.	Sum of Outdial CTQ Request Count
Outdial CTQ Total Request Time	The total amount of time agents spent answering consult-to-queue requests from other agents who were handling outdial calls.	Sum of Outdial CTQ Request Duration
Outdial CTQ Answer Count	The number of times agents answered consult-to-queue requests from other agents who were handling outdial calls.	Sum of Outdial CTQ Answer Count
Outdial CTQ Total Answer Time	The total amount of time agents spent answering consult-to queue requests from other agents who were handling outdial calls.	Sum of Outdial CTQ Answer Duration
Agent Transfer	The number of times agents transferred inbound calls to other agents.	Sum of Agent To Agent Transfer Count
Agent Requeue	The number of times agents requeued inbound calls.	Sum of Agent Transfer To Queue Request Count
Blind Transfer	The number of times agents transferred inbound calls to either an external or third-party Dial Number (DN) through the Interactive Voice Response (IVR) without agent intervention.	Sum of Blind Transfer Count
Inbound Average Handle Time	The average length of time an agent spent handling inbound calls.	(Sum of Connected Duration + Sum of Wrapup Duration) / Sum of Connected Count
Outdial Average Handle Time	The average length of time an agent spent handling outdial calls.	(Sum of Outdial Connected Duration + Sum of Outdial Wrapup Duration) / Sum of Outdial Connected Count

Site Chart

This report represents a chart view of the number of contacts that were handled per channel type for a site.

Report Path: Stock Reports > Historical Reports > Agent Reports

Output Type: Bar Chart


Parameters	Description	Formula
Voice	The media type of the telephony contact.	Count of Connected Count (Channel Type = telephony) + Count of Outdial Connected Count (Channel Type = telephony)
Chat	The media type of the chat contact.	Count of Connected Count (Channel Type = chat)
Email	The media type of the email contact.	Count of Connected Count (Channel Type = email) + Count of Outdial Connected Count (Channel Type = email)

Team

This report represents the channel type used by each agent in the team. The report displays the following details about the activity of each agent in the team since initial login.

Note

The Sudden Disconnected Count field is currently not used and will not be populated.

Report Path: Stock Reports > Historical Reports > Agent Reports

Output Type: Table


Parameter	Description	Formula
Team Name	The name of a team. Used As: Row Segment
Interval	Time period for which the agent activity is available.	Last 7 Days
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Row Segment.
Contact Handled	The total number of contacts handled.	Sum of Connected Count + Sum of Outdial Connected Count
Staff Hours	The total amount of time agents were logged in.	Sum of Realtime Update Timestamp - Sum of Login Timestamp
Occupancy	The measure of time agents spent on calls compared to available and idle time.	((Sum of Connected Duration + Sum of Wrapup Duration) + (Sum of Outdial Connected Duration + Sum of Outdial Wrapup Duration)) / (Maximum Logout Timestamp - Minimum Login Timestamp)
Idle Count	The number of times agents went into the Idle state.	Sum of Idle Count
Total Idle Time	The total amount of time agents spent in the Idle state.	Sum of Idle Duration
Average Idle Time	The average length of time agents were in the Idle state.	Sum of Idle Duration / Sum of Idle Count
Available Count	The number of times agents went into the Available state.	Sum of Available Count
Total Available Time	The total amount of time agents spent in the Available state.	Sum of Available Duration
Average Available Time	The average length of time agents were in the Available state.	Sum of Available Duration / Sum of Available Count
Inbound Reserved Count	The number of times agents went into the Inbound Reserved state (time duration after a call comes in to an agent’s station but is not yet answered).	Sum of Ringing Count
Inbound Reserved Total Time	The total amount of time agents spent in the Reserved state.	Sum of Ringing Duration
Average Inbound Reserved Time	The average length of time agents were in the Inbound Reserved state.	Sum of Ringing Duration / Sum of Ringing Count
Inbound Hold Count	The number of times agents put inbound callers on hold.	Sum of Hold Count
Inbound Hold Time	The total amount of time the inbound calls were on hold.	Sum of Hold Duration
Average Inbound Hold Time	The average hold time for inbound calls.	Sum of Hold Duration / Sum of Hold Count
Inbound Connected Count	The number of inbound calls that were connected to agents.	Sum of Connected Count
Inbound Connected Total Time	The total amount of time agents were talking to customers on inbound calls. Inbound Connected Total Time does not include the Idle Time, Hold Duration, or Consult Time.	Sum of Connected Duration
Inbound Contact Total Time	The total amount of time agents were connected to inbound calls.	Sum of Connected Duration + Sum of Hold Duration
Average Inbound Contact Total time	The average inbound connected time.	(Sum of Connected Duration + Sum of Hold Duration) / Sum of Connected Count
Outdial Reserved Count	The number of times agents were in the Outdial Reserved state (time duration after the call starts ringing and before the call is answered).	Sum of Outdial Ringing Count
Outdial Reserved Total Time	The total amount of time agents were in the Outdial Reserved state.	Sum of Outdial Ringing Duration
Average Outdial Reserved Time	The average amount of time agents were in the Outdial Reserved state.	Sum of Outdial Ringing Duration / Sum of Outdial Ringing Count
Outdial Hold Count	The number of times agents put outdial calls on hold.	Sum of Outdial Hold Count
Outdial Total Hold Time	The total amount of time the outdial calls were on hold.	Sum of Outdial Hold Duration
Average Outdial Hold Time	The average hold time for outdial calls.	Sum of Outdial Hold Duration / Sum of Outdial Hold Count
Outdial Attempted Count	The number of times agents attempted to make outdial calls.	Sum of Outdial Ringing Count
Outdial Connected Count	The number of outdial calls that were connected to agents.	Sum of Outdial Connected Count
Outdial Connected Total Time	The total amount of time an agent was talking to customers on outdial calls. Outdial Connected Total Time does not include the Idle Time, Hold Duration, or Consult Time.	Sum of Outdial Connected Duration
Outdial Contact Total Time	The total amount of time an agent was connected to outdial calls.	Sum of Outdial Connected Duration + Sum of Hold Duration
Average Outdial Contact Time	The average outdial contact time.	(Sum of Outdial Connected Duration + Sum of Hold Duration) / Sum of Outdial Connected Count
Sudden Disconnect Count	The number of calls that were connected to agents, but then immediately disconnected within the Sudden Disconnect threshold provisioned for the enterprise.	Sum of Disconnected Count
Inbound Wrapup Count	The number of times agents went into the Wrapup state after an inbound call.	Sum of Wrapup Count
Inbound Wrapup Total Time	The total amount of time agents spent in the Wrapup state after an inbound call.	Sum of Wrapup Duration
Average Inbound Wrapup Time	The average length of time agents were in the Wrapup state after an inbound call.	Sum of Wrapup Duration / Sum of Wrapup Count
Outdial Wrapup Count	The number of times agents went into the Wrapup state after an outdial call.	Sum of Outdial Wrapup Count
Outdial Wrapup Total Time	The total amount of time agents spent in the Wrapup state after an outdial call.	Sum of Outdial Wrapup Duration
Average Outdial Wrapup Time	The average length of time agents were in the Wrapup state after an outdial call.	Sum of Outdial Wrapup Duration / Sum of Outdial Wrapup Count
Not Responding Count	The number of times an agent failed to respond to an incoming request due to which the contact couldn’t be connected to the agent.	Sum of Not Responded Count
Not Responding Total Time	The total amount of time agents spent in the Not Responding state.	Sum of Not Responded Duration
Average Not Responding Time	The average length of time agents were in the Not Responding state.	Sum of Not Responded Duration / Sum of Not Responded Count
Consult Answer Count	The number of times agents answered consult requests from other agents.	Sum of Consult Count
Consult Answer Total Time	The total amount of time agents spent answering consult requests.	Sum of Consult Duration
Average Consult Answer Time	The average length of time agents spent answering consult requests.	Sum of Consult Duration / Sum of Consult Count
Consult Request Count	The number of times agents sent consult requests to other agents.	Sum of Consult Request Count
Consult Request Total Time	The total amount of time agents spent consulting other agents.	Sum of Consult Request Duration
Average Consult Request Time	The average length of time agents spent consulting other agents.	Sum of Consult Request Duration / Sum of Consult Request Count
Consult Count	The number of times agents answered consult requests plus the number of times agents consulted other agents.	Sum of Consult Answer Count
Total Consult Time	The sum of the total amount of time agents spent on consulting another agent, and on answering consult requests.	Sum of Consult Answer Duration
Average Consult Time	The average length of consulting time.	Sum of Consult Answer Duration / Sum of Consult Answer Count
Conference Count	The number of times agents initiated conference calls.	Sum of Conference Count
Inbound CTQ Request Count	The number of times agents initiated consult-to-queue requests while handling inbound calls.	Sum of CTQ Request Count
Inbound Total CTQ Request Time	The total amount of time agents spent answering consult-to-queue requests from other agents who were handling inbound calls.	Sum of CTQ Request Duration
Inbound CTQ Answer Count	The number of times agents answered consult-to-queue requests from other agents who were handling inbound calls.	Sum of CTQ Answer Count
Inbound Total CTQ Answer Time	The total amount of time agents spent answering consult-to-queue requests from other agents who were handling inbound calls.	Sum of CTQ Answer Duration
Outdial CTQ Request Count	The number of times agents initiated consult-to-queue requests while handling an outdial calls.	Sum of Outdial CTQ Request Count
Outdial CTQ Total Request Time	The total amount of time agents spent answering consult-to-queue requests from other agents who were handling outdial calls.	Sum of Outdial CTQ Request Duration
Outdial CTQ Answer Count	The number of times agents answered consult-to-queue requests from other agents who were handling outdial calls.	Sum of Outdial CTQ Answer Count
Outdial CTQ Total Answer Time	The total amount of time agents spent answering consult-to-queue requests from other agents who were handling outdial calls.	Sum of Outdial CTQ Answer Duration
Agent Transfer	The number of times agents transferred inbound calls to other agents.	Sum of Agent To Agent Transfer Count
Agent Requeue	The number of times agents requeued inbound calls.	Sum of Agent Transfer To Queue Request Count
Blind Transfer	The number of times agents transferred inbound calls to either an external or third-party Dial Number (DN) through the Interactive Voice Response (IVR) without agent intervention.	Sum of Blind Transfer Count
Inbound Average Handle Time	The average length of time an agent spent handling inbound calls.	(Sum of Connected Duration + Sum of Wrapup Duration) / Sum of Connected Count
Outdial Average Handle Time	The average length of time an agent spent handling outdial calls.	(Sum of Outdial Connected Duration + Sum of Outdial Wrapup Duration) / Sum of Outdial Connected Count

Team Chart

The report displays the channel type details of each agent in a chart format.

Report Path: Stock Reports > Historical Reports > Agent Reports

Output Type: Bar Chart


Parameter	Description	Formula
Voice	The media type of the telephony contact.	Count of Connected Count (Channel Type = telephony) + Count of Outdial Connected Count (Channel Type = telephony)
Chat	The media type of the chat contact.	Count of Connected Count (Channel Type = chat)
Email	The media type of the email contact.	Count of Connected Count (Channel Type = email) + Count of Outdial Connected Count (Channel Type = email)

Team Statistics

This report represents team statistics in a detailed format.

Report Path: Stock Reports > Historical Reports > Agent Reports

Output Type: Table


Parameter	Description	Formula
Team Name	The name of a team Used As: Row Segment
Interval	Time period	Last 7 Days
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Row Segment
Idle Count	The number of times an agent went into the Idle state.	Sum of Idle Count
Available Count	The number of times an agent went into the Available state.	Sum of Available Count
Connected Count	The number of inbound calls that got connected to an agent.	Sum of connected Count
Consult Count	The number of times agents answered a consult request from another agent.	Sum of Consult Count
Wrapup Count	The number of times agents went into the Wrap-up state.	Sum of Wrapup Count
Not Responded Count	The number of times an agent failed to respond to an incoming request due to which the contact couldn’t be connected to the agent.	Sum of Not Responded Count
Outdial Count	The number of agents who got connected to or are wrapping up an outdial call.	Sum Outdial Count

OEM Integration with Acqueon Report

Webex Contact Center is integrated with Acqueon to conduct and manage preview campaigns. This report enables administrators and supervisors to view campaign statistics in order to measure the effectiveness of campaigns. This report is available only to Webex Contact Center customers who have purchased the Acqueon SKU.

This report shows:

Name of the campaign.
Date and time stamp of the campaign calls.
Failure or success of each dialed contact and Wrapup.

Report Path: Stock Reports > Historical Reports > Agent Reports > OEM Integration with Acqueon Report

Output Type: Table

Table 2. OEM Integration with Acqueon Report
Parameter	Description	Filters	Formula
Campaign Name	The name of the campaign.
Date	The date on which the campaign call was dialed.
Agent Name	The name of the agent who is associated with the call.
Team Name	The name of the team to which the agent belongs.
Call Time	The time at which the campaign call was dialed.
Status	The status indicating whether the campaign call was successful.
Wrap-up Status	The Wrapup status of the campaign call.

Agent Trace

This report represents which site or team the agent belongs to, with a detailed statistic report.

Note

The Sudden Disconnected Count field is currently not used and will not be populated.

Report Path: Stock Reports > Historical Reports > Agent Trace

Output Type: Table


Parameter	Description	Formula
Agent Name	The name of an agent, that is, a person who answers customer calls. Used As: Row Segment
Interval	Time period for which the agent activity is available.	Last seven Days
Site Name	The call center location to which a call got distributed. Used As: Row Segment
Team Name	A group of agents at a specific site who handle a particular type of call. Used As: Row Segment
Agent Endpoint (DN)	The dial number that the agent used to log in to the Agent Desktop Used As: Row Segment
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Row Segment
Initial Login Time	The date and time when the agent logged in for the first time. This column appears only in agent-level summary reports.	Minimum Login Timestamp
Final Logout Time	The date and time when the agent logged out. This column appears only in agent level summary reports.	Maximum Logout Timestamp
Staff Hours	The total amount of time the agent was logged in.	Sum of Realtime Update Timestamp - Sum of Login Timestamp
Occupancy	The measure of time agents spent on calls compared to available and idle time.	((Sum of Connected Duration + Sum of Wrapup Duration) + (Sum of Outdial Connected Duration + Sum of Outdial Wrapup Duration)) / (Maximum Logout Timestamp - Minimum Login Timestamp)
Idle Count	The number of times an agent went into the Idle state.	Sum of Idle Count
Total Idle Time	The total amount of time agents spent in the Idle state.	Sum of Idle Duration
Available Count	The number of times an agent went into the Available state.	Sum of Available Count
Total Available Time	The total amount of time agents spent in the Available state.	Sum of Available Duration
Avg Available Time	The average time agents were in the Available state.	Sum of Available Duration / Sum of Available Count
Inbound Reserved Count	The number of times an agent went into the Inbound Reserved state.	Sum of Ringing Count
Inbound Reserved Total Time	The total amount of time agents spent in the Reserved state.	Sum of Ringing Duration
Avg Inbound Reserved Time	The average amount of time agents spent in the Reserved state.	Sum of Ringing Duration / Sum of Ringing Count
Inbound Hold Count	The number of times an agent put an inbound caller on hold.	Sum of Hold Count
Inbound Total Hold Time	The total amount of time the inbound calls were on hold.	Sum of Hold Duration
Inbound Connected Count	The number of inbound calls that were connected to an agent.	Sum of Connected Count
Inbound Connected Total Time	The total amount of time an agent was talking to customers on inbound calls. Inbound Connected Total Time does not include the Idle Time, Hold Duration, or Consult Time.	Sum of Connected Duration
Inbound Contact Total Time	The total amount of time an agent was connected to inbound calls.	Sum of Connected Duration + Sum of Hold Duration
Avg Inbound Contact Total Time	The average inbound contact time.	(Sum of Connected Duration + Sum of Hold Duration) / Sum of Connected Count
Outdial Reserved Count	The number of times an agent was in the Outdial Reserved state.	Sum of Outdial Ringing Count
Outdial Reserved Total Time	The total amount of time agents were in the Outdial Reserved state.	Sum of Outdial Ringing Duration / Sum of Outdial Ringing Count
Average Outdial Reserved Time	Average time the agents were in the Outdial Reserved state.	Sum of Outdial Ringing Duration / Sum of Outdial Ringing Count
Outdial Hold Count	The number of times an agent put an outdial call on hold.	Sum of Outdial Hold Count
Outdial Total Hold Time	The total amount of time the outdial calls were on hold.	Sum of Outdial Hold Duration
Average Outdial Hold Time	The average hold time for outdial calls.	Sum of Outdial Hold Duration / Sum of Outdial Hold Count
Outdial Connected Count	The number of outdial calls that got connected to an agent.	Sum of Outdial Connected Count
Outdial Connected Total Time	The total amount of time an agent was talking to customers on outdial calls. Outdial Connected Total Time does not include the Idle Time, Hold Duration, or Consult Time.	Sum of Outdial Connected Duration
Outdial Contact Total Time	The total amount of time an agent was connected to outdial calls.	Sum of Outdial Connected Duration + Sum of Hold Duration
Average Outdial Contact Time	he average outdial contact time.	(Sum of Outdial Connected Duration + Sum of Hold Duration) / Sum of Outdial Connected Count
Sudden Disconnect Count	The number of calls that got connected to an agent, but then immediately disconnected within the Sudden Disconnect threshold provisioned for the enterprise.	Sum of Disconnected Count
Inbound Wrapup Count	The number of times agents went into the Wrapup state after an inbound call.	Sum of Wrapup Count
Inbound Wrapup Total Time	The total amount of time agents spent in the Wrapup state after an inbound call.	Sum of Wrapup Duration
Average Inbound Wrapup Time	The percentage of time agents were in the Wrapup state after an inbound call.	Sum of Wrapup Duration / Sum of Wrapup Count
Outdial Wrapup Count	The number of times agents went into the Wrapup state after an outdial call.	Sum of Outdial Wrapup Count
Outdial Wrapup Total Time	The total amount of time agents spent in the Wrapup state after an outdial call.	Sum of Outdial Wrapup Duration
Average Outdial Wrapup Time	The average time agents were in the Wrapup state after an outdial call.	Sum of Outdial Wrapup Duration / Sum of Outdial Wrapup Count
Reason	Reason identifier	Count of Reason
Avg Idle Time	The average time agents were in the Idle state.	Sum of Idle Duration / Sum of Idle Count
Avg Inbound Hold Time	The average hold time for inbound calls.	Sum of Hold Duration / Sum of Hold Count
Outdial Attempted Count	The number of times an agent attempted to make an outdial call.	Sum of Outdial Ringing Count
Not Responding Count	The number of times an agent failed to respond to an incoming request due to which the contact couldn’t be connected to the agent.	Sum of Not Responded Count
Not Responding Total Time	The total amount of time agents spent in the Not Responding state.	Sum of Not Responded Duration
Avg Not Responding Time	The average time agents were in the Not Responding state.	Sum of Not Responded Duration / Sum of Not Responded Count
Consult Count	The number of times agents answered a consult request from another agent.	Sum of Consult Count
Consult Total Time	The total amount of time agents spent answering consult requests.	Sum of Consult Duration
Avg Consult Time	The average time agents spent answering consult requests.	Sum of Consult Answer Duration / Sum of Consult Answer Count
Consult Request Count	The number of times an agent sent a consult request to another agent.	Sum of Consult Request Count
Consult Request Total Time	The total amount of time agents spent consulting other agents.	Sum of Consult Request Duration
Avg Consult Request Time	The average time agents spent consulting other agents.	Sum of Consult Request Duration / Sum of Consult Request Count
Consult Answer Count	The sum of the number of times agents answered consult requests and the number of times agents consulted other agents.	Sum of Consult Answer Count
Total Consult Answer Time	The sum of the Total Consult Answer Time and Total Consult Request Time.	Sum of Consult Answer Duration
Conference Count	The number of times an agent initiated a conference call.	Sum of Conference Count
Inbound CTQ Request Count	The number of times agents initiated a consult to queue while handling an inbound call.	Sum of CTQ Request Count
Inbound Total CTQ Request Time	The total amount of time agents spent answering consult-to-queue requests from an agent handling an inbound call.	Sum of CTQ Request Duration
Inbound CTQ Answer Count	The number of times agents answered a consult-to-queue request from another agent who was handling an inbound call.	Sum of CTQ Answer Count
Inbound Total CTQ Answer Time	The total amount of time agents spent answering consult-to-queue requests from an agent handling an inbound call.	Sum of CTQ Answer Duration
Outdial CTQ Request Count	The number of times agents initiated a consult-to-queue request while handling an outdial call.	Sum of Outdial CTQ Request Count
Outdial CTQ Total Request Time	The total amount of time agents spent answering consult-to-queue requests from an agent handling an outdial call.	Sum of Outdial CTQ Request Duration
Outdial CTQ Answer Count	The number of times agents answered a consult-to-queue request from another agent who was handling an outdial call.	Sum of Outdial CTQ Answer Count
Outdial CTQ Total Answer Time	The total amount of time agents spent answering consult-to-queue requests from an agent handling an outdial call.	Sum of Outdial CTQ Answer Duration
Agent Transfer	The number of times an agent transferred an inbound call to another agent.	Sum of Agent To Agent Transfer Count
Agent Requeue	The number of times an agent requeued an inbound call.	Sum of Agent Transfer To Queue Request Count
Blind Transfer	The number of times an agent transferred an inbound call to either an external or third-party Dial Number (DN) through the Interactive Voice Response (IVR) without agent intervention.	Sum of Blind Transfer Count
Inbound Average Handle Time	The average length of time agents were in the Wrapup state after an inbound call.	(Sum of Connected Duration + Sum of Wrapup Duration) / Sum of Connected count
Outdial Average Handle Time	The average length of time agents were in the Wrapup state after an outdial call.	(Sum of Outdial Connected Duration + Sum of Outdial Wrapup Duration) / Sum of Outdial Connected Count

Auxiliary Reports

Idle Report

Agent Idle Auxiliary

This report represents the agent idle time.

Report Path: Stock Reports > Historical Reports > Auxiliary Reports > Idle Reports

Output Type: Table


Parameter	Description	Formula
Agent Name	The name of an agent, that is, a person who answers customer calls. Used As: Row Segment
Interval	Time period for which the agent activity is available.	Last 7 Days
Idle Code Name	Name of the code Used As: Column Segment
Count	The number of values specifying a condition for including records.	Count of Record Unique ID
Duration	The amount of time during which the agent was engaged in the activity.	Sum of Activity Duration

Site Idle Auxiliary

This report represents the agent idle time for a site.

Report Path: Stock Reports > Historical Reports > Auxiliary Reports > Idle Reports

Output Type: Table


Parameter	Definition	Formula
Site Name	Name of site. Used As: Row Segment
Interval	Time Period.	Last 7 Days
Idle Code Name	Name of the code. Used As: Column Segment
Count	Count of records.	Count of Record Unique ID
Duration	The amount of time.	Sum of Activity Duration

Team Idle Auxiliary

This report represents the agent idle time for a team.

Report Path: Stock Reports > Historical Reports > Auxiliary Reports > Idle Reports

Output Type: Table


Parameter	Definition	Formula
Team Name	Name of the team. Used As: Row Segment
Interval	Time period.	Last 7 Days
Idle Code Name	Name of code applied Used As: Column Segment
Count	The total number of calls.	Count of Record Unique ID
Duration	The total time.	Sum of Activity Duration

Wrap-up Reports

Agent WrapUp Auxiliary

This report represents the agent name and the wrap-up code reason.

Report Path: Stock Reports > Historical Reports > Auxiliary Reports > Wrap-up Reports

Output Type: Table


Parameter	Description	Formula
Agent Name	The name of an agent, that is, a person who answers customer calls. Used As: Row Segment
Interval	Time period	Last 7 Days
Wrapup Code Name	The name of the wrap-up code applied. Used As: Column Segment
Count	The number of values within the specified range.	Count of Contact Session ID
Duration	The number of seconds that the interaction was active.	Sum of Wrap-up Duration

Site WrapUp Auxiliary

This report represents the site and the wrap-up code used by agents in a particular site.

Report Path: Stock Reports > Historical Reports > Auxiliary Reports > Wrap-up Reports

Output Type: Table


Parameter	Description	Formula
Site Name	Name of the site. Used As: Row Segment
Interval	Time period	Last 7 Days
Wrapup Code Name	Name of the wrap-up code applied. Used As: Column Segment
Count	The number of values for specific condition.	Count of Contact Session ID
Duration	The amount of time during which the agent was engaged in the activity.	Sum of Wrapup Duration

Team WrapUp Auxiliary

This report represents the team name and the wrap-up code used by agents belonging to a particular team.

Report Path: Stock Reports > Historical Reports > Auxiliary Reports > Wrap-up Reports

Output Type: Table


Parameter	Description	Formula
Team Name	Name of the team. Used As: Row Segment
Interval	Time period	Last 7 Days
Wrapup Code Name	The name of the wrap-up code applied. Used As: Column Segment
Count	The number of values.	Count of Contact Session ID
Duration	The amount of time during which the agent was engaged in the activity.	Sum of Wrapup Duration

Contact Center Overview

Average Service Level Card

This pie chart shows average service level that includes all channels.

Report Path: Stock Reports > Historical Reports > Contact Center Overview

Output Type: Chart

Contact Details in Queue

This report provides contact details by queue.

Report Path: Stock Reports > Historical Reports > Contact Center Overview

Output Type: Table


Parameter	Description	Filters	Formula
Interval	Time Period		Last 7 Days
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Row Segment
Queue Name	The last queue that the contact was in. Used As: Row Segment
# Contacts	The total number of contacts.		Count of Contact Session ID
Avg Queue Wait Time	Average of total queue duration.	Current State: connected, ended	Average of Queue Duration
Longest Contact in Queue	The longest duration that a contact spent in queue. This is calculated after the call status changes from parked to connected or ended. Calls received in the last 24 hours are considered, excluding the calls that are currently in queue.	Current State: connected, ended	Maximum Queue Duration
# Abandoned Contacts	Number of contacts that were abandoned.	Termination Type: abandoned	Count of Contact Session ID

Longest Contact in Queue Card

This report shows the contact that is in queue for the longest duration at that point in time. This value is populated from a snapshot report for the contact that is currently parked in a queue for the longest duration.

This report provides the longest duration of the contact, channel type, and queue name.

Report Path: Stock Reports > Historical Reports > Contact Center Overview

Output Type: Card

Team Details

This report provides team details.

Note

The Social column appears only if the Social Channel SKU is subscribed.

Report Path: Stock Reports > Historical Reports > Contact Center Overview

Output Type: Table


Parameter	Description	Formula
Interval	The time period for which you generated the report.	Last seven Days
Team Name	Name of the team.
Agent Name	Name of the agent.
Total Log In Count	The total number of logins of the agent during the specified time interval.	Cardinality of Agent Session ID (Cardinality provides the total number of unique Agent Session IDs.)
Initial Login Time	The timestamp of the first login within the specified interval.	Minimum Login Timestamp
Final Logout Time	The timestamp of the last logout within the specified interval.	Maximum Logout Timestamp
Staff Hours	The total amount of time agents were logged in.	Sum of Realtime Update Timestamp - Sum of Login Timestamp
Idle Counts	The number of times that the agent's state changed to an idle state.	Sum of Idle Count
# Contacts Handled	The number of contacts that were handled in sessions that started during the specified interval. This includes contacts across all channel types.	Sum of Connected Count
# Calls Handled	The number of contacts of the Telephony channel type that were handled.	Voice Connected Count
# Chats Handled	The number of contacts of the Chat channel type that were handled.	Chat Connected Count
# Emails Handled	The number of contacts of the Email channel type that were handled.	Email Connected Count
# Social Handled	The number of contacts of the Social channel type that were handled.	Social Connected Count + Social Outdial Connected Count

Surge Protection Statistics

The Surge Protection mechanism provides your organization the ability to configure the maximum number of active calls (inbound and outdial) that can be simultaneously handled by the contact center at any point. The Surge Protection mechanism works at two levels—data center (DC) level and tenant level.

At the DC level, calls are rejected when the number of voice calls exceeds the threshold limit that is set for the DC.
At the Tenant level, calls are rejected when the number of voice calls exceeds the maximum limit configured for the tenant, which is based on the licenses purchased by your organization.

The Surge Protection Statistics report provides details of the calls that the contact center received, handled, abandoned, and rejected due to the surge protection limits that are set at the tenant level.

Report path: Home > Visualization > Stock Reports > Historical Reports > Contact Center Overview

Output type: Table


Name	Description
Date	Indicates the date and time of the incoming call.
Session ID	The unique ID associated with each incoming call.
Entry Point	The entry point where the call landed.
Site Name	The name of the site or location.
Queue Name	The name of the queue.
Handled	Indicates whether the call was handled, by means of a check mark.
Abandoned	Indicates whether the call was abandoned, by means of a check mark.
Rejected	Indicates whether the call was rejected, by means of a check mark.
Reason	The reason why the call was abandoned or rejected.

Summary

The report also provides a summary of the total number of calls that were handled, rejected, or abandoned.

Multimedia Reports

Agent Volume

This report represents the number of customers that were handled by an agent and the average Cisco Customer Satisfaction (CSAT) score.

Report Path: Stock Reports > Historical Reports > Multimedia Reports

Output Type: Table


Parameter	Description	Filters	Formula
Interval	Time Period		Last 7 days
Agent Name	The name of an agent, that is, a person who answers customer calls. Used As: Row Segment
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Profile Segment
Handled	The total number of interactions handled.	Termination Type: normal	Count of Contact Session ID
Avg Handle Time	The average length of time spent handling a call.		(Sum of Hold Duration + Sum of Connected Duration + Sum of Wrapup Duration) / Count of Contact Session ID (Termination Type = Normal)
Avg CSAT	The Average Customer Satisfaction score.		Avg of CSAT score

Agent Volume - Chart

This report represents the content type handled by an agent. You can filter data based on content type or date.

Report Path: Stock Reports > Historical Reports > Multimedia Reports

Output Type: Table


Parameter	Description	Filters	Formula
Voice	The media type of the telephony contact.		Count of Contact Session ID (Channel Type = telephony, Termination Type=normal)
Chat	The media type of the chat contact.		Count of Contact Session ID (Channel Type = chat, Termination Type=normal)
Email	The media type of the email contact.		Count of Contact Session ID (Channel Type = email, Termination Type=normal)
Contacts Handled	The total number of contacts handled.	Termination Type: normal	Count of Contact Session ID

Contact by DNIS

This report represents the contact DNIS for a customer.

Report Path: Stock Reports > Historical Reports > Multimedia Reports

Output Type: Table

Parameters

Description

Formula

Interval

Time period

Last 7 days

DNIS

DNIS number for an incoming call.

Note

DNIS does not appear for a Chat contact.

Row Segment

Channel Type

The media type of the contact.

Row Segment

Number of Contacts

Represents number of contacts.

Count of Contact Session ID

Contact Reason

This report represents the contact reason for a customer to contact the call center.

Note

The Social column appears only if the Social Channel SKU is subscribed.

Report Path: Stock Reports > Historical Reports > Multimedia Reports

Output Type: Table


Parameters	Description	Filters	Formula
Interval	Time period		Last 7 days
Queue Name	The name of a queue, which is holding place for calls while they await handling by an agent. Calls move from an entry point into a queue and then gets distributed to agents.		Queue Name
Contact Reason	Reason identifier.		Contact Reason
Voice	The media type of the telephony contact.	Channel Type: Telephony	Count of Contact Session ID
Chat	The media type of the chat contact.	Channel Type: chat	Count of Contact Session ID
Email	The media type of the email contact.	Channel Type: email	Count of Contact Session ID
Social	The total number of social channel interactions handled.	Channel Type: social	Count of Contact Session ID

Contact Reason - Chart

This report represents the Contact Volume for each entry point and channel type.

Report Path: Stock Reports > Historical Reports > Multimedia Reports

Output Type: Bar Chart


Parameter	Description	Formula
Voice	The media type of the telephony contact.	Count of Contact Session ID (Channel Type = telephony)
Chat	The media type of the chat contact.	Count of Contact Session ID (Channel Type = chat)
Email	The media type of the email contact.	Count of Contact Session ID (Channel Type = email)

Contact Volume

This report represents the number of contacts handled based on the DNIS value.

Report Path: Stock Reports > Historical Reports > Multimedia Reports

Output Type: Table

Parameter

Definition

Formula

DNIS

The DNIS digits delivered with the call. DNIS, or Dialed Number Identification Service, is a service provided by the phone company that delivers a digit string indicating the number the caller dialed along with the call.

Note

DNIS does not appear for a Chat contact.

Used As: Row Segment

Entry point Name

The name of an entry point.

Used As: Row Segment

Interval

Time period

Last 7 Days

Channel Type

The media type of the contact, such as telephony, email, or chat.

Used As: Row Segment

Contacts

Contact identifier.

Count of Contact Session ID

Contact Volume - Chart

This report represents the number of contacts handled based on the DNIS value for a channel type.

Report Path: Stock Reports > Historical Reports > Multimedia Reports

Output Type: Bar Chart


Parameter	Description	Formula
Voice	The media type of the telephony contact.	Count of Contact Session ID (Channel Type = telephony)
Chat	The media type of the chat contact.	Count of Contact Session ID (Channel Type = chat)
Email	The media type of the email contact.	Count of Contact Session ID (Channel Type = email)

CSR-Yesterday

This report shows the Contact Session Record (CSR) for the previous day.

Report Path: Stock Reports > Historical Reports > Multimedia Reports

Output Type: Table

Parameter

Description

Formula

ANI

The Automatic Number Identification (ANI) digits delivered with a call. ANI is a service provided by the phone company that delivers the caller’s phone number along with the call.

Value of ANI

DNIS

The Dialed Number Identification Service (DNIS) digits delivered with the call. DNIS is a service provided by the phone company that delivers a digit string indicating the number the caller dialed along with the call.

Value of DNIS

Queue

The name of a queue, which is holding place for calls while they await handling by an agent. Calls are moved from an entry point into a queue and are later distributed to agents.

Value of Final queue name

Site

The call center location to which a call was distributed.

Value of Site name

Team

A group of agents at a specific site who handle a particular type of call.

Value of Team name

Agent

The name of an agent, that is, a person who answers customer calls/chats/emails

Value of Agent name

Call start time

Timestamp when the contact started.

Value of Contact start timestamp

Call end time

Timestamp when the contact ended.

Value of Contact end timestamp

Call Duration

The connected duration of a call from.

Value of Call end time – call start time

IVR time

The amount of time during which a call was in IVR state.

Value of IVR duration

Queue Time

The amount of time a contact spent in queue waiting.

Value of Queue duration

Connected time

The duration of connected (talking) state within this interaction.

Value of Connected duration

Hold time

The amount of time during which a call was placed on hold.

Value of Hold duration

Wrap up time

The cumulative amount of time agents spent in the wrap-up state after handling the interactions.

Value of Wrap up duration

Handle time

The total amount of time an agent handles the call including wrap-up time.

Wrap up time + connected time

Consult time

The amount of time an agent spent consulting with another agent while handling a call.

Value of Consult duration

Conference time

The amount of time an agent spent in conference with a caller and another agent.

Value of Conference duration

CTQ request time

Total duration spent on consult-to queue within an interaction.

Value of CTQ duration

Hold count

The number of times an agent put an inbound caller on hold.

Value of Hold count

Consult count

The number of times agents initiated a consult with another agent or someone at an external number while handling a call.

Value of Consult count

Conference count

The number of times an agent established a conference call with the caller and another agent.

Value of Conference count

Blind transfer count

The number of times a call was transferred via blind transfer in the following scenarios:

Agent transferred the call to another agent without consulting first.
Agent transferred the call to another queue without consulting first.
Agent transferred the call to an external Dial Number (DN) without consulting first.
Call transferred to an End Point (EP) through the flow without agent intervention.

Value of Blind transfer count

CTQ request count

This is the count of consult-to-queue within an interaction.

Value of CTQ count

Number of transfers

Indicates the number of times a call was transferred:

By an agent to another agent
Through the Flow
To a Queue
To a DN or EP
To an EP through GoTo activity

Value of Transfer count

Transfer errors

Indicates the number of times the transfer failed.

Value of Transfer error count

Handle type

Indicates how the call was handled, short, abandoned, normal.

Value of Handle type

Call Direction

Indicates if the call is an inbound call or an outbound call.

Note

Click the Call Direction table cell to see the Drill Down icon. Click the icon to launch the Drill Down modal dialog. You can see the following parameters:

Termination Reason—Specifies the reason, why the call was terminated. For example, the Customer left the call.

Termination Party—Specifies, who terminated the call or where the call was terminated. For example, if the call was terminated by the agent or the customer, if the call was terminated in the system or queue.

Value of Call Direction

Termination type

A text string specifying how a call was terminated.

Value of Termination type

Record flag

Flag that indicates whether the contact was recorded.

Value of Is recorded

Wrap up

The wrap-up code that the agent gave for the interaction.

Value of Wrap up code name

Session ID

A unique string that identifies the contact session.

Value of Contact session ID

Entry Point Contact Volume - CAR

This report represents entrypoint through which the customer was routed to an agent from the IVR.

Report Path: Stock Reports > Historical Reports > Multimedia Reports

Output Type: Table


Parameter	Description	Filters	Formula
Entrypoint Name	The name of an entry point. Used As: Row Segment
Interval	Time period		Last 7 days
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Row Segment
From Entry Point	The number of calls that entered this queue after being classified into the queue from an entry point by the IVR call control script.	Activity State: ivr-connected Previous State: ivr-connected	Count of Record Unique ID
Transferred In	The number of calls that were transferred to this entry point by an agent who clicked the Queue button and selected an entry point from the drop-down list, and then clicked Transfer.	Previous State: connected Activity State: ivr-connected	Count of Record Unique ID
IVR Ended	Exit Point of IVR/AA.	Previous State: ivr-connected Activity State: ended	Count of Record Unique ID

Entry Point Contact Volume - Chart

This report displays the contact entry point.

Report Path: Stock Reports > Historical Reports > Multimedia Reports

Output Type: Bar Chart


Parameter	Description	Formula
Voice	The media type of the telephony contact.	Count of Contact Session ID (Channel Type = telephony)
Chat	The media type of the chat contact.	Count of Contact Session ID (Channel Type = chat)
Email	The media type of the email contact.	Count of Contact Session ID (Channel Type = email)

Incoming, Short Contacts - Entry point

This report represents the number of calls that were terminated without being connected to an agent.

Report Path: Stock Reports > Historical Reports > Multimedia Reports

Output Type: Table


Parameter	Description	Filters	Formula
Entrypoint Name	The name of an entry point. Used As: Profile Segment
Interval	Time period		Last 7 days
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Profile Segment
Incoming	Number of incoming contact types.		Count of Contact Session ID
Short	The number of calls that were terminated within the Short Call threshold provisioned for the enterprise without being in the connected state.	Termination Type: short_call	Count of Contact Session ID
IVR Time	The duration of the call in the IVR.		Sum of IVR Duration

Queue Abandoned Chart

This report represents the number of abandoned customer for each Queue.

Report Path: Stock Reports > Historical Reports > Multimedia Reports

Output Type: Bar Chart


Parameter	Description	Filters	Formula
Voice	The media type of the telephony contact.	Termination Type: abandoned Channel Type: telephony	Count of Contact Session ID
Chat	The media type of the chat contact.	Termination Type: abandoned Channel Type: chat	Count of Contact Session ID
Email	The media type of the email contact.	Termination Type: abandoned Channel Type: email	Count of Contact Session ID

Queue Abandoned

This report represents the number of calls that were in the system but terminated before being distributed to an agent or other resource.

Report Path: Stock Reports > Historical Reports > Multimedia Reports

Output Type: Table


Parameter	Description	Filters	Formula
Queue Name	The name of a queue. Used As: Row Segment	Final Queue ID = Is not in 0
Interval	Time period		Last 7 days
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Row Segment	Final Queue ID = Is not in 0
Completed	The number of calls that ended during the report interval. Answered, abandoned, and disconnected calls are included in this count. Transferred and short calls are not.		Count of Contact Session ID (Termination Type = normal) + Count of Contact Session ID (Handle type = Abandoned) + Count of Contact Session ID (Termination Type = quick_disconnect)
%Abandoned	The percentage of calls that were abandoned		Count of Contact Session ID (Handle type = Abandoned) / Sum of Contact Count
Abandoned	The number of calls that were abandoned during the report interval. An abandoned call is a call that was terminated without being distributed to a destination site, but that was in the system for longer than the time specified by the Short Call threshold provisioned for the enterprise.	Termination Type: abandoned	Count of Contact Session ID
Avg Queued Time	The cumulative amount of time calls were in queue, waiting to be sent to an agent or other resource. Because queued time is calculated after the call leaves the queue, the queued time for a call that is still in the queue is not reflected in the report.		Sum of Queue Duration / Sum of Queue Count
Avg Abandoned Time	The cumulative amount of time calls were in the system for longer than the time specified by the Short Call threshold, but terminated before being distributed to an agent or other resource.		Sum of Queue Duration (Is Contact Handled = 1) / Count of contact session ID (Termination Type = abandoned)

Queue Contact Volume - Chart

This chart report represents number of channel types that entered the queue for a particular channel type

Report Path: Stock Reports > Historical Reports > Multimedia Reports

Output Type: Bar Chart


Parameter	Description	Formula
Voice	The media type of the telephony contact.	Count of Contact Session ID (Channel Type=telephony, Termination Type=abandoned) + Count of Contact Session ID(Channel Type=telephony, Termination Type=normal) + Sum of Contact Count (Channel Type=telephony, Termination Type=quick_disconnect)
Chat	The media type of the chat contact.	Count of Contact Session ID (Channel Type=chat, Termination Type=abandoned) + Count of Contact Session ID (Channel Type=chat, Termination Type=normal) + Sum of Contact Count (Channel Type=chat, Termination Type=quick_disconnect)
Email	The media type of the email contact.	Count of Contact Session ID (Channel Type=email, Termination Type=abandoned) + Count of Contact Session ID (Channel Type=email, Termination Type=normal) + Sum of Contact Count (Channel Type=email, Termination Type=quick_disconnect)

Queued Contact Volume

This report represents number of channel types that entered the queue.

Report Path: Stock Reports > Historical Reports > Multimedia Reports

Output Type: Table


Parameter	Description	Formula
Queue Name	Name of queue Used As: Row Segment
Interval	Time period	Last 7 days
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Row Segment
Total	Total number of contacts.	Sum of Contact Count
Queued	The number of calls that entered the queue during this interval.	Sum of queue count

Queue Service Level

This report represents the service level for a queue.

Report Path: Stock Reports > Historical Reports > Multimedia Reports

Output Type: Table


Parameter	Description	Filters	Formula
Queue Name	Name of queue Used As: Row Segment
Interval	Time period		Last 7 days
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Row Segment
Service Level %	The number of calls that were answered within the Service Level threshold provisioned for the queue or skill		Service Level % = Sum of Is Within Service Level / Total.
Entry Point Call Total	The total number of calls from contacts that landed to the Webex Contact Center system through all the entry points for the selected duration.		Sum of Contact Count
Completed	The number of calls that ended during the report interval. Answered, abandoned, and disconnected calls are included in this count. Transferred and short calls are not.		Count of Contact Session ID (Termination Type = normal) + Count of Contact Session ID (Termination Type = abandoned) + Sum of Contact count (Termination Type = quick_disconnect)
Abandoned	The number of calls that were abandoned during the report interval. An abandoned call is a call that was terminated without being distributed to a destination site, but that was in the system for longer than the time specified by the Short Call threshold provisioned for the enterprise.	Termination Type: abandoned	Count of Contact Session ID
Answered	The number of calls that were routed from the queue to an agent or available resource and were answered by the agent or resource.	Connected Duration: > 0	Count of Contact Session ID
Conference Count	The number of times agents initiated a conference call to an agent or external number.		Sum of Conference Count
Hold Count	The number of times a caller was put on hold.		Sum of Hold Count
Avg Abandoned Time	The cumulative amount of time calls were in the system for longer than the time specified by the Short Call threshold, but terminated before being distributed to an agent or other resource.		Sum of Queue Duration (Is Contact Handled != 1) / Count of Contact Session ID (Termination Type = Abandoned)
Avg Speed of Answer	The total answered time divided by the total number of answered calls.		Sum of Queue Duration (Is Contact Handled = 1) / Count of Contact Session ID (Connected Duration > 0)

Site Contact Volume - Chart

This report represents the number of contact types for each site.

Report Path: Stock Reports > Historical Reports > Multimedia Reports

Output Type: Bar Chart


Parameter	Description	Formula
Voice	The media type of the telephony contact.	Count of Contact Session ID (Channel Type=telephony, Termination Type=abandoned) + Count of Contact Session ID (Channel Type=telephony, Termination Type=normal) + Sum of Contact Count (Channel Type=telephony, Termination Type=quick_disconnect)
Chat	The media type of the chat contact.	Count of Contact Session ID (Channel Type=chat, Termination Type=abandoned) + Count of Contact Session ID (Channel Type=chat, Termination Type=normal) + Sum of Contact Count (Channel Type=chat, Termination Type=quick_disconnect)
Email	The media type of the email contact.	Count of Contact Session ID (Channel Type=email, Termination Type=abandoned) + Count of Contact Session ID (Channel Type=email, Termination Type=normal) + Sum of Contact Count (Channel Type=email, Termination Type=quick_disconnect)

Sites Contact Details

This report represents the details of all agents in a team for a site.

Report Path: Stock Reports > Historical Reports > Multimedia Reports

Output Type: Table


Parameter	Description	Filters	Formula
Site Name	The name of a site. Used As: Row Segment	Site ID is not in 0
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Row Segment	Site ID is not in 0
Interval	Time period		Last 7 days
Completed	The number of calls that ended during the report interval. Answered, abandoned, and disconnected calls are included in this count. Transferred and short calls are not.		Count of Contact Session ID (Termination Type = normal) + Count of Contact Session ID (Termination Type = abandoned) + Sum of Contact Count (Termination Type = quick_disconnect)
Sudden Disconnect Count	The number of calls that were answered (that is, connected to an agent or distributed to and accepted by a destination site), but that were then immediately disconnected within the Sudden Disconnect threshold provisioned for the enterprise.	Termination Type: quick_disconnect	Sum of Contact Count
Answered	The number of calls that were routed from the queue to an agent or available resource and were answered by the agent or resource.	Termination Type: normal	Count of Contact Session ID
Conference Count			Sum of Conference Count
%Abandoned	The percentage of calls that were abandoned.		Count of Contact Session ID (Termination Type = Abandoned) / Sum of Contact Count
Hold Count	The number of times a caller was put on hold.		Sum of Hold Count
Answered Time	The cumulative amount of time between when calls entered the queue and when they were answered (connected to an agent or other resource) during the report interval. Because answered time is calculated after the call is answered, answered time for calls that are waiting to be answered is not reflected in the report.	Is Contact Handled: = 1	Sum of Queue Duration
Connected Time	The time interval between when calls were answered by an agent or other resource and when they were terminated. Because connected time is not calculated until the call is terminated, the connected time for a call that is still in progress is not reflected in the report.		Sum of Hold Duration + Sum of Connected Duration

Teams Contact Details

This report represents the number of contact types for a team.

Report Path: Stock Reports > Historical Reports > Multimedia Reports

Output Type: Table


Parameter	Description	Filters	Formula
Team Name	The name of a team. Used As: Row Segment
Interval	Time period		Last 7 days
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Row Segment
Completed	The number of calls that ended during the report interval. Answered, abandoned, and disconnected calls are included in this count. Transferred and short calls are not.		Count of Contact Session ID (Termination Type = normal) + Count of Contact Session ID (Termination Type = abandoned) + Sum of Contact Count (Termination Type = sudden_disconnect)
Sudden Disconnect Count	The number of calls that were answered (that is, connected to an agent or distributed to and accepted by a destination site), but that were then immediately disconnected within the Sudden Disconnect threshold provisioned for the enterprise.	Termination Type: sudden_disconnect	Sum of Contact Count
Answered	The number of calls that were routed from the queue to an agent or available resource and were answered by the agent or resource.	Termination Type: normal	Count of Contact Session ID
Conference Count	The number of times agents initiated a conference call to an agent or external number.		Sum of Conference Count
Hold Count	The number of times a caller was put on hold.		Sum of Hold Count
Answered Time	The cumulative amount of time between when calls entered the queue and when they were answered (connected to an agent or other resource) during the report interval. Because answered time is calculated after the call is answered, answered time for calls that are waiting to be answered is not reflected in the report.	Is Contact Handled: = 1	Sum of Queue Duration
Connected Time	The time interval between when calls were answered by an agent or other resource and when they were terminated. Because connected time is not calculated until the call is terminated, the connected time for a call that is still in progress is not reflected in the report.		Sum of Hold Duration + Sum of Connected Duration

Volume Report

This report represents the number of channel types for a team.

Report Path: Stock Reports > Historical Reports > Multimedia Reports

Output Type: Table


Parameter	Description	Filters	Formula
Interval	Time period		Last 7 days
Channel Type	The media type of the contact, such as telephony, email, or chat.		Channel Type
Offered	The total number of contacts offered.		Sum of Is Offered
Handled	The total number of interactions handled.	Termination Type: normal	Count of Contact Session ID
Avg Handle Time	The average length of time spent handling a call.		(Sum of Connected Duration + Sum of Hold Duration + Sum of Wrapup Duration) /Count of Contact Session ID

Volume Report - Chart

This report represents the number of contacts offered or handled for a particular channel type.

Report Path: Stock Reports > Historical Reports > Multimedia Reports

Output Type: Bar Chart


Parameter	Description	Filters	Formula
Offered	The total number of contacts offered.		Sum of Is Offered
Handled	The total number of interactions handled.	Termination Type: normal	Count of Contact Session ID

Self Service Reports

IVR and CVA Dialog Flow Report

This report displays the Self-service operational metrics. The Self-service Reporting and Analytics information consists of:

Number of abandoned calls in Self-service.
Number of abandoned calls in a queue.

Note

Self-service is enabled by adding the Virtual Agent activity to the call flow in Flow Designer. When a customer contacts the contact center, the virtual agent handles the contact in the IVR. For more information on configuring the virtual assistant, please see Virtual Agent section of the Cisco Webex Contact Center Setup and Administration Guide.

Report Path: Stock Reports > Historical Reports > Multimedia Reports > Self Service Reports > IVR and CVA Dialog Flow Report.

Output Type: Table

Table 3. IVR and CVA Dialog Flow Report
Parameter	Description	Formula
Interval	The time period for which the Self-service analytics data is reported.
Entrypoint Name	The list of entry points for the IVR call.
Total IVR Calls	The total number of IVR calls handled by the virtual agent.
Calls Abandoned in Self-Service	Number of IVR calls that were abandoned in IVR.
Calls Escalated to Queue	Number of IVR calls that were escalated to a queue.
Percentage Escalation to Queue	Percentage of IVR calls that were escalated to a queue.	100 * (Calls Escalated to Queue / Total IVR Calls)

Click any table cell (except the Percentage Escalation to Queue table cell) to see the Drill Down icon. Click the icon to launch the Drill Down modal dialog. The Drill Down modal dialog displays the records that are involved in the computation of the visualization. You can see the following details:

Table 4. Drill Down
Parameter	Description
Name of Activity	Shows the name of the activity such as CVA, Play Prompt, Menu, and Queue.
Number of Calls completed in this Activity	Shows the total number of calls completed in this activity.

To add a new column in the report, you can select the appropriate Fields and Measures from the drop-down list on the left side of the Drill Down modal dialog. You can export the Drill Down report in Microsoft Excel format or CSV format to a preferred location. To view the Drill Down modal dialog in a separate window, click the Launch icon.

You can further drill down on the Name of Activity table cell, to display the sequence of activities. This Drill Down report is the second-level drill down. You can see the following details:

Table 5. Drill Down
Parameter	Description
Entrypoint Name	Shows the entry point for that particular activity.
Timestamp	Shows the date and the time at which the call landed in the Self-service.
Call ID	Shows the call ID number.
Sequence of Activity	Shows the sequence of activities that were involved in the call. The activities include DTMF, Prompt Name, Queue Name, Abandoned, Completed, CVA, Menu, Self Service Complete, and Self Service Abandon.

Opt Out of Queue Report

This report displays the opt-out-of-queue choices made by the customer.

When a customer contacts the contact center, the virtual agent handles the contact in the IVR. The IVR provides an option for the customer to opt out of the queue. This report shows:

The number of opt-outs.
Other call-associated data.

Report Path: Stock Reports > Historical Reports > Multimedia Reports > Self Service Reports > Opt Out of Queue Report

Output Type: Table

Table 6. Opt Out of Queue Report
Parameter	Description	Filters	Formula
Date	Displays the date.
Queue Name	The queue that the contact was in at the time of opting out.
Number of Opt-outs	The number of customer contacts that opted out of a particular queue on the given date.

Click Number of Opt-outs table cell to see the Drill Down icon. Click the icon to launch the Drill Down modal dialog. The Drill Down modal dialog displays the records that are involved in the computation of the visualization. You can see the following details:

Table 7. Drill Down
Parameter	Description	Formula
Call Time	Shows the time at which the call got connected.
ANI	Shows the ANI number that is associated with the call.
DNIS	Shows the DNIS number that is associated with the call.
Workflow Sequence	Shows the sequence of activities that happened during the call.

Inline IVR Post Call Survey Statistics Report

Webex Contact Center is integrated with Cisco Webex Experience Management, to present post call surveys to customers and to collect their feedback.

Note

If the report is not displayed, contact Cisco Support as the corresponding feature flag may have to be enabled.

The Inline IVR Post Call Survey Statistics Report enables administrators and supervisors to view Post Call Survey statistics in order to measure the effectiveness of the surveys. This report is available for customers who have access to the Webex Experience Management widget.

Report Path: Stock Reports > Historical Reports > Multimedia Reports > Self Service Reports > Inline IVR Post Call Survey Statistics Report

Output Type: Table

Parameter

Description

Filters

Formula

Interval

The time period for which the Webex Experience Management Post Call Survey data is reported.

Total Calls

The total number of voice calls for which the Post Call Survey was offered to the customer during the interval

Survey Opt-in Number

The number of customers who opted for the inline survey.

Note

If there an error while gathering caller's opt-in preference then it is not considered as part of the Survey Opt-in Number calculation.

Survey Opt-in Stats

The percentage of customers who opted for the inline survey.

(Survey Opt-In Number / Total Contact with Survey) X 100

Survey Response Rate

The percentage of voice calls for which the Post Call Survey response was received. This is calculated as a percentage of the Survey Opt-in number.

Survey Completion Rate

The percentage of questions answered by the customers. This is calculated as a percentage of the total number of questions posted to the customers.

The Summary value for the Total Calls with Survey and Survey Opt-in Number is the summation of all the values for a specific duration.

The Summary value for the Survey Opt-in Stats is the percentage of the summary values of the Total Calls with Survey and the Survey Opt-in Number.

The Summary value for the Survey Response Rate is the percentage of the summary values of the Total Calls with Survey and the Total number of customers responded to the survey.

The Summary value for the Survey Completion Rate is the percentage of the summary values of the Total Calls with Survey and the Total number of customers completed the survey.

Note

If a voice call receives multiple survey, only the final survey details are recorded.

Post Call Survey Statistics Report

Webex Contact Center is integrated with Cisco Webex Experience Management to present post-call surveys to customers and to collect their feedback.

Note

If the report is not displayed, contact Cisco Support as the corresponding feature flag may have to be enabled.

The Post Call Survey Statistics Report is available for customers who have access to the Webex Experience Management widget.

The Post Call Survey Statistics Report enables administrators and supervisors to view Post Call Survey statistics in order to measure the effectiveness of the surveys. This report includes data for both Inline and Deferred surveys. An Inline survey is a survey that is presented to a customer when a voice call with the customer ends. A Deferred survey is a survey that is presented at a later point in time, via SMS or Email.

Report Path: Stock Reports > Historical Reports > Multimedia Reports > Self Service Reports > Post Call Survey Statistics Report

Output Type: Table

Parameter

Description

Filters

Formula

Interval

The time period for which the Cisco Webex Experience Management Post Call Survey data is reported.

Type of Survey

The type of survey that the customers have opted for (Inline survey or Deferred survey).

Total Contacts with Survey

Total number of customers who were offered the specific type of survey (Inline survey and Deferred survey).

Survey Opt-in Number

Total number of customers who opted in for each type of survey (Inline survey and Deferred survey).

Note

If there an error while gathering caller's opt-in preference then it is not considered as part of the Survey Opt-in Number calculation.

Survey Opt-in Stats

The percentage of customers who opted in for the survey (Inline survey and Deferred survey).

(Survey Opt-in Number / Total Contacts with Survey) x 100

The Summary value for the Total Calls with Survey and Survey Opt-in Number is the summation of all the values for a specific duration.

The Summary value for the Survey Opt-in Stats is the percentage of the summary values of the Total Calls with Survey and the Survey Opt-in Number.

Note

If a voice call receives multiple survey, only the final survey details are recorded.

Team & Queue Stats

Average Handle Time Card

This report displays the average time of total contacts (voice, email, and chat) that got handled.

Report Path: Stock Reports > Historical Reports > Team & Queue Stats

Output Type: Card

Average Wrapup Time Card

This report displays the average wrapup time for each individual channel and for overall channels.

Report Path: Stock Reports > Historical Reports > Team & Queue Stats

Output Type: Table

Team Stats

This report displays the team statistics.

Report Path: Stock Reports > Historical Reports > Team & Queue Stats

Output Type: Table


Parameter	Description	Formula
Interval	Shows the duration for which the team statistics is collected.	Last 7 Days
Team Name	Shows the name of the team.
Agent Name	Shows the name of the agent.
# Contacts Handled	Shows the number of contacts that were handled by the agent.
Total Contacts Handled	Shows the total number of contacts that were handled by the agent for the call channel type.	Sum of Inbound Contacts Handled + Outdials Handled
Inbound Contacts Handled	Shows the total number of inbound contacts that were handled by the agent for the call channel type.
Callbacks Handled	Shows the number of callbacks that were handled by the agent for the call channel type.
Outdials Handled	Shows the total number of outdial calls that were handled by the agent for the call channel type.
Average Handle Time	Shows the average time that was spent by the agent on the contacts handled.	Sum of Wrapup Duration + Sum of Connected Duration / # Contacts Handled
Average Wrapup Time	Shows the average time that was spent on wrapping up the contacts handled.	Sum of Wrapup Duration / Sum of Wrapup Count

Note

The Total Contacts Handled, Inbound Contacts Handled, Callbacks Handled, and Outdials Handled columns are available in the Team Stats report of the APS reports in Agent Desktop

Total Handled Card

This report displays the total number of contacts handled and broken down by channel type.

Report Path: Stock Reports > Historical Reports > Team & Queue Stats

Output Type: Card

License Usage Reports

License Usage Report - Webex Contact Center PSTN

This report provides a view of the daily observed maximum concurrent voice-enabled agent sessions on Agent Desktop. This is indicative of the usage of PSTN Toll Inbound SKU. The report also provides the daily observed maximum concurrent Toll-free voice calls on the tenant. This is indicative of the usage of PSTN Toll-free Inbound SKU. A breakup of maximum concurrent Toll-free voice calls is provided to show the composition of the calls connected to Agent, IVR system, and Queue.

This report shows day-wise usage data for the selected month. By default, the current month is selected. You can select an appropriate month from the drop-down list from the previous thirty-six months. Days of the month in the table are arranged in ascending order.

For License Usage reports, you have the option to choose the UTC Timezone (Billing Timezone). By default the UTC timezone is selected. When the UTC timezone checkbox is not selected, the report will show the data in Analyzer Timezone configured in the Analyzer Title Bar. When you export the License Usage report, you can see the exported report in the selected Timezone.

The Summary value for the Max Concurrent Voice Enabled Agent Session is considered as the usage for the PSTN Toll inbound SKU for monthly invoicing.

The Summary value for the Max Concurrent Toll Free Calls is considered as the usage for the PSTN Toll-free inbound SKU for monthly invoicing.

Note

If no agents log in for a specific duration, the report displays zero in the record for that specific duration. If an agent is logged-in and no calls were made by the agent until log-out, the Max Concurrent Voice Enabled Agent Sessions record is set to one.

Note

In case of Mozilla Firefox browser, you have to enter the date manually in the YYYY-MM format.

Report Path: Stock Reports > Historical Reports > License Usage Reports

Output Type: Table


Parameter	Description	Formula
Date	Shows the date of the daily report.
Max Concurrent Voice Enabled Agent Sessions	Shows the maximum number of concurrent voice channel enabled agent sessions for the day.
Max Concurrent Toll Free Calls	Shows the maximum number of concurrent calls on toll-free dialed numbers for the day.
Toll Free Voice Calls - Agents	These columns provide a breakup of maximum concurrent Toll-Free voice calls to show the composition of the calls connected to Agent, IVR and Queue.
Toll Free Voice Calls - IVR
Toll Free Voice Calls -Queue
Concurrent Tolled Calls	Shows the total concurrent calls connected to Tolled dial numbers when Max Concurrent Toll-Free Calls is observed.
Tolled Voice Calls - Agents	These columns provide a breakup of concurrent Tolled calls to show the composition of the calls connected to Agent, IVR and Queue.
Tolled Voice Calls - IVR
Tolled Voice Calls - Queue

You can select a specific DN from the Select DN drop-down list. The default value of the Select DN drop-down list is set to All DNs with Calls. The default value aggregates the call data for all the DN's (Tolled and Toll-free).

The DN's listed in the Select DN drop-down list includes the Tolled and Toll-free DN's that have handled at least one call in the selected month.

When you select a Tolled DN in the Select DN drop-down list, the Max Concurrent Voice Enabled Agent Sessions, Concurrent Tolled Calls, and Tolled Voice Calls (including Agent, IVR and Queue) column records are displayed. The Max Concurrent Toll-free Calls, and Toll-free Voice Calls columns display NA.

When you select a Toll-free DN in the Select DN drop-down list, the Max Concurrent Voice Enabled Agent Sessions, Max Concurrent Toll-free Calls, and Toll Free Voice Calls (breakup by Agent, IVR and Queue) column records are displayed. The Concurrent Tolled Calls and Tolled Voice Calls columns display NA.

To fetch the data for multiple DN's, click the Custom Select in the Select DN drop-down list to launch the DN-Custom Selection modal dialog. You can select multiple DNs from the DN list drop-down by selecting the checkbox next to the DN. This list includes the Tolled and Toll-free DN's. You can select the appropriate DN's that can be a mix of Tolled and Toll-free DN's. The selected DN list is also displayed in the DN picked field.

Historical License Usage Report - Webex Contact Center PSTN

This report provides a view of the monthly observed maximum concurrent voice-enabled agent sessions on Agent Desktop. A view of twelve consecutive months data is available at any point in time. Data for the last thirty-six months is available. The report provides an indication of seasonality in PSTN license consumption.

The Summary value for the Max Concurrent Voice Enabled Agent Session is reported for the PSTN Toll inbound SKU.

The Summary value for the Max Concurrent Toll Free Calls is reported for the PSTN Toll Free inbound SKU.

Note

In case of Mozilla Firefox browser, you have to enter the date manually in the YYYY-MM format.

Report Path: Stock Reports > Historical Reports > License Usage Reports

Output Type: Table


Parameter	Description	Formula
Month	Shows the month and the year of the monthly report.
Max Concurrent Voice Enabled Agent Sessions	Shows the maximum number of concurrent voice channel enabled agent sessions for the month.
Max Concurrent Toll Free Calls	Shows the maximum number of concurrent calls on Toll Free dialed numbers for the month.
Toll Free Voice Calls - Agents	These columns provide a breakup of maximum concurrent Toll Free voice calls to show the composition of the calls connected to Agent, IVR and Queue.
Toll Free Voice Calls - IVR
Toll Free Voice Calls - Queue
Concurrent Tolled Calls	Shows the total concurrent calls connected to Tolled dial numbers when Max Concurrent Toll Free Calls is observed.
Tolled Voice Calls - Agents	These columns provide a breakup of concurrent Tolled calls to show the composition of the calls connected to Agent, IVR, and Queue.
Tolled Voice Calls - IVR
Tolled Voice Calls - Queue

CallBack Reports

Callback Report

The contact center customer can opt to receive a callback from an agent when the customer visits the contact center website, communicates with the bot, or waits in a queue. The courtesy callback flow is configured by the flow developer. For more information, see the Courtesy Callback chapter in the Cisco Webex Contact Center Setup and Administration Guide.

Report Path: Stock Reports > Historical Reports > Callback Reports

Output Type: Table

Table 8. Callback Report

Parameter

Description

Filters

Formula

Queue Name

The name of the last queue that was associated with the callback.

Type of Callback

The type of the callback. The callback type can be Courtesy or web.

Source of Callback

The source of the callback. The source of a callback can be web, chat, or IVR.

Callback Request Time

The time at which the customer opted for the callback.

Callback Connected Time

The time at which the callback was connected between the agent and the customer.

Callback Number

The number that is based on the ANI or the number that was configured in a workflow.

Preferred Agent Name

The name of the preferred agent who made the callback to the contact in queue.

Note

This column displays a N/A value if the contact is not queued to the preferred agent through Queue to Agent activity in Flow Designer.

For more information, see the Queue To Agent activity documentation.

If the preferred agent is unable to make a callback, the Agent Name column displays a N/A value.

Agent Name

The name of the agent making the callback.

Team Name

The name of the team that the agent belongs to.

Last Callback Status

The status of the last callback.

Callback Status

Success: When a Callback call was connected.

Not Processed: When an agent receives the Callback request but is pending processing.

Failure: When a Callback was attempted, but the connection was not established.

Final Reason

Indicates the reason for ending the callback. The reason can be one of the following:

Agent Left—The agent ended the call.
Contact Busy—The contact's dialled line is busy.
Contact Left—The contact ended the call.
Contact Unavailable—The contact's phone number is not registered.
No Answer From Contact—The contact did not answer within the configured RONA timeout duration.
System Errors—The call ends due to system errors.

Terminated by

Indicates the party that terminated the interaction. The terminating party can be one of the following:

Agent—The agent terminated the callback.
Contact—The contact terminated the callback.
System—The callback was terminated due to a system error.

Failed Callback Retry Count

The number of times a callback retry failed.

Click the Failed Callback Retry Count table cell to see the Drill Down icon. Click the icon to launch the Drill Down modal. You can see the following details in the Drill Down modal :


Parameter	Description
Callback ID	Shows a unique string that identifies the callback session.
Callback Time	Shows the time at which the callback was requested.
Reason	Indicated the reason for ending the selected callback session. The reason can be one of the following: Agent Left—The agent ended the call. Customer Busy—The contact's dialled line is busy. System Errors—The call ends due to system errors.

Real-time Reports

Note

Real-time reports have specific refresh intervals. While running a real-time report, you can have more filtering capability. Hover on the table header to see the Hamburger Menu icon. Click the Hamburger Menu icon to open the filter drop-down. You can select or deselect the appropriate entities in the filter drop-down. You can close and reopen the filter drop-down to see the original filter selection.

While selecting or deselecting the appropriate entities in the filter drop-down, if a report refresh window occurs:

All the checkboxes in the filter drop-down get selected in this refresh window.

To continue the filter selection, wait until this refresh is complete, close and reopen the filter drop-down.

You can select the filters between the refresh intervals.

Agent Reports Real-time

Agent interval reports display cumulative and derived values at the site, team, or agent level.

Interval Report-Agent

Agent Interval Realtime

This report represents a cumulative and derived value when an agent is connected to a channel type.

Report Path: Stock Reports > Real-Time Reports > Agent Reports > Interval Reports

Output Type: Table


Parameter	Description	Formula
Agent Name	The name of an agent, that is, a person who answers customer calls. Used As: Row Segment
Interval	Time Period	Realtime - 30 mins
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Row Segment
Staff Hours	The total amount of time agents were logged in.	Sum of Realtime Update Timestamp - Sum of Login Timestamp
Occupancy	The measure of time agents spent on calls compared to available and idle time.	(Sum of Outdial Wrapup Duration + Sum of Wrapup Duration ) + (Sum of Outdial Connected Duration + Sum of connected duration) / (Sum of Available Duration + Sum of Idle Duration + Sum of Not Responding Duration) + (Sum of Connected Duration + Sum of Wrapup Duration + Sum of Outdial Connected Duration + Sum of Outdial Wrapup Duration)
Total Calls	The total number of calls from all origination types.	Sum of Outdial Connected Count + Sum of connected Count
Idle Time	The total amount of time the agents spent in the Idle state.	Sum of Idle Duration
Available Time	The total amount of time the agents spent in the Available state.	Sum of Available Duration
Inbound Reserved Time	The total amount of time the agents spent in the Reserved state (time duration once the call starts ringing and before the call is answered).	Sum of Ringing Duration
Inbound Connected Time	The total amount of time an agent was talking with a caller.	Sum of Connected Duration
Inbound Contact Time	Total connected duration of a call agent is attending including hold time.	Sum Of Connected Duration + Sum Of Hold Duration
Inbound Hold Time	The number of times an agent put an inbound caller on hold.	Sum of Hold Duration
Inbound Connected Time	The total amount of time an agent was talking with a caller.	Sum of Connected Duration
Inbound Wrapup Time	The total amount of time the agents spent in the Wrap-up state after an inbound call.	Sum of Wrapup Duration
Inbound Average Connected Time	The average inbound connected time.	(Sum of Connected Duration + Sum of Hold Duration) / Sum of Connected Count
Inbound Average Handle Time	The average length of time agents were in the Wrap-up state after an inbound call.	(Sum of Connected Duration + Sum of Wrapup Duration) / (Sum of Connected Count)
Not Responding Time	The total amount of time the agents spent in the Not Responding state.	Sum of Not Responding Duration
Outdial Attempted Count	The number of times an agent was in the Outdial Reserved state (time duration once the call starts ringing and before the call is answered).	Sum of Outdial Count
Outdial Connected Count	The number of outdial calls that got connected to an agent.	Sum of Outdial Connected Count
Outdial Reserved Time	The total amount of time the agents were in the Outdial Reserved state.	Sum of Outdial Ringing Duration
Outdial Hold Time	The total amount of time the outdial calls were on hold.	Sum of Outdial Hold Duration
Outdial Connected Time	The amount of time the agents got connected to outdial calls.	Sum of Outdial Connected Duration
Outdial Wrapup Time	The total amount of time agents spent in the Wrap-up state after an outdial call.	Sum of Outdial Wrapup Duration
Outdial Average Connected Time	The average outbound connected time.	Sum of Outdial Connected Duration / Sum of Outdial Connected Count
Outdial Average Handle Time	The average length of time spent handling an outdial call (Total Outdial Connected Time plus Total Outdial Wrap Up Time, divided by Outdial Connected Count).	(Sum of Outdial Connected Duration+Sum of Outdial Wrapup Duration) / (Sum of Outdial Count +Sum of Outdial Connected Count)
Login Duration	The sum of time during which the agent was engaged in the activity.	Maximum Logout Timestamp - Minimum Login Timestamp

Click the Skill Profile or Skills table cell to see the Drill Down icon. Click the icon to launch the Drill Down modal dialog. You can see the following details:


Parameter	Description
Login/Skill-Update Time	Shows the next login date and time for an agent whose skill profile/skills were updated when logged out, or the date and time when the skill profile/skills were updated for an agent who is currently logged in.
Skill Profile	Shows the name of the skill profile that is associated with an agent.
Skills	Shows the skill of an agent, such as language fluency or product expertise. The column shows multiple skills mapped to the corresponding skill profile, in a comma-separated single string.

Agent Interval Realtime - Chart

This report represents the time an agent is connected to a content type.

Report Path: Stock Reports > Real-Time Reports > Agent Reports > Interval Reports

Output Type: Bar Chart


Paramter	Description	Formula
Connected Count	The number of emails, chats, and telephony calls that were distributed and accepted.	Sum of Connected Count

Agent Outdial Statistics Realtime

This report represents the number of outdial calls made by an agent in real time.

Report Path: Stock Reports > Real-Time Reports > Agent Reports > Interval Reports

Output Type: Table


Parameter	Description	Formula
Agent Name	The name of an agent, that is, a person who answers customer calls. Used As: Row Segment
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Row Segment
Login Time	The date and time the agent logged in.	Minimum Login Timestamp
Outdial Contact Handled	The number of outbound calls handled.	Sum of Outdial Connected Count

Bias-Free Language

Results

Chapter: Visualization

Visualization

Run a Visualization

Procedure

Stock Reports

Business Metrics

Usage Report

Historical Reports

Agent Reports

Agent Details

Agent Details by Social Channels

Contacts Handled by Agents - Chart

Agent Outdial Statistics

Agent Statistics

Site

Site Chart

Team

Team Chart

Team Statistics

OEM Integration with Acqueon Report

Agent Trace

Auxiliary Reports

Idle Report

Agent Idle Auxiliary

Site Idle Auxiliary

Team Idle Auxiliary

Wrap-up Reports

Agent WrapUp Auxiliary

Site WrapUp Auxiliary

Team WrapUp Auxiliary

Contact Center Overview

Average Service Level Card

Contact Details in Queue

Longest Contact in Queue Card

Team Details

Surge Protection Statistics

Multimedia Reports

Agent Volume

Agent Volume - Chart

Contact by DNIS

Contact Reason

Contact Reason - Chart

Contact Volume

Contact Volume - Chart

CSR-Yesterday

Entry Point Contact Volume - CAR

Entry Point Contact Volume - Chart

Incoming, Short Contacts - Entry point

Queue Abandoned Chart

Queue Abandoned

Queue Contact Volume - Chart

Queued Contact Volume

Queue Service Level

Site Contact Volume - Chart

Sites Contact Details

Teams Contact Details

Volume Report

Volume Report - Chart

Self Service Reports

IVR and CVA Dialog Flow Report

Opt Out of Queue Report

Inline IVR Post Call Survey Statistics Report

Post Call Survey Statistics Report

Team & Queue Stats

Average Handle Time Card

Average Wrapup Time Card

Team Stats

Total Handled Card

License Usage Reports

License Usage Report - Webex Contact Center PSTN

Historical License Usage Report - Webex Contact Center PSTN

CallBack Reports

Callback Report

Real-time Reports

Agent Reports Real-time

Interval Report-Agent

Agent Interval Realtime