Cisco Webex Contact Center Analyzer User Guide

Browser	Microsoft Windows 10	Microsoft Windows 11	Mac OS X	Chromebook
Google Chrome	76.0.3809	103.0.5060.114	76.0.3809 or higher	76.0.3809 or higher
Mozilla Firefox	ESR 68 or higher ESRs	ESR 102.0 or higher ESRs	ESR 68 and higher ESRs	NA
Edge Chromium	79 or higher	103.0.1264.44 or higher	79 or higher	73 or higher
Chromium	NA	NA	NA	73 or higher

Configurable Items	Configurable Entities	Remarks
User Profiles > Access Rights	Entry Points , Queues, Sites, Teams	If the site is restricted, you can choose only Teams.
Agent Profiles > Agent Viewable Statistics	Queues, Teams	You must apply the restrictions manually in accordance with the restrictions that are configured for the User Profiles.
User > Agent Settings	Site, Teams	Agent access privileges cannot be greater than those of the selected Site.

Record Type	Applied Entity Restrictions
Customer Activity Record	Entry Points, Queues, Sites, Teams
Customer Session Record	Entry Points, Queues, Sites, Teams
Agent Activity Record	Queues, Sites, Teams
Agent Session Record	Sites, Teams

Resources	Roles	Restrictions
APS Reports on the Agent Desktop Management Portal Dashboard Browser Links	Administrators and supervisors with Cisco Contact Center disabled or with no associated Agent Profiles	Restrictions applied are based on the User Profiles
APS Reports on the Agent Desktop Management Portal Dashboard Browser Links	Administrators, supervisors with associated Agent Profiles and all agents	Restrictions applied for: Entry Points are based on the User Profiles Queues are based on the Agent Profiles Sites are based on the Agent Settings Teams are based on the Agent Profiles Management portal reports always use user profiles irrespective of the user role.
Analyzer Reports Filters inside the Visualization create or edit page	All administrators and supervisors	Restrictions applied are based on the User Profiles

Table 1. Real-time Alerts
Date	Alert Time	Entity Type	Entity Name	Alert Type	Threshold Value	Actual Value
Displays the date on which the alert is raised.	Displays the time at which the alert is raised.	Displays the source from which the alert is raised.	Displays the name of the alert.	Displays the type of alert.	Displays the value which if exceeded raises the alert.	Displays the actual value.

Table 2. Historical Alerts
Date	Alert Time	Entity Type	Entity Name	Alert Type	Threshold Value	Actual Value
Displays the date on which the alert is raised.	Displays the time at which the alert is raised.	Displays the source from which the alert is raised.	Displays the name of the alert.	Displays the type of alert.	Displays the value which if exceeded raises the alert.	Displays the actual value.

Action	Appears In	Description
Rename Folder	Folder	Rename a folder.
Delete Folder	Folder	Delete a folder. You can delete only an empty folder.
Run	Visualization Dashboard	Runs the selected report or dashboard. You can individually filter data based on the parameters displayed for visualizations and dashboards. After running a Stock Dashboard, you can use global filters (at the top-right corner) to filter the data.
Create a Copy	Visualization Dashboard	Creates a copy of the Stock Reports in the visualization or dashboard.
Details	Visualization Dashboard	Displays more details about the selected item, such as the title, date range, and number of scheduled jobs for a visualization.
Export as Excel	Visualization Dashboard	Opens a dialog box where you can save the selected historical visualization as a Microsoft Excel or CSV file. The export option is not available for real-time or compound visualizations. The export option is not available for a Drill Down report with real-time data.
Export as CSV	Visualization Dashboard
Schedule Job(s)	Visualization	Opens a page where you can schedule the selected visualization to run on a periodic basis and associate it with an email list for automatic distribution.
Edit	Custom Reports	Opens the selected visualization or dashboard on a page where you can edit it.
Delete	Custom Reports	Deletes the selected visualization or dashboard. You cannot delete a visualization that is used in a dashboard.

Run a Visualization

To run a visualization:

1	Click the Visualization icon on the navigation bar.
2	To find a report, you may use either the Search function or the (tree) icon. When you click on the tree icon, all files in that folder are displayed. Search displays all the matching reports from the subfolders as well. When you click on a folder or a report, the exact location of the folder or the report is displayed on the breadcrumb.
3	On the report, click the (ellipsis) button and select the Run option or doub le-click to run. By default, you can view a set of stock reports. To edit a report, you can create a copy of the report by clicking Save As to save it in your folder. For more information, see Stock Reports. You cannot run a report that has a long duration and less interval. Reset the Duration and Interval fields as required for real-time and historical reports to proceed further. For more information, see Create a Visualization. If the copied report has more than 1000 filter values, an error message appears when you run the report. If you see an error message such as This view shows records to accommodate a max of 1000 filter values. Please edit the report to select predefined values, edit the report to remove a few values from the filter. The report accommodates only 1000 values. A report displays a maximum of 150,000 records only, even if the number of existing records exceeds 150,000.
4	After the visualization is rendered, click the (navigation) icon to see the data summary of the visualization. You can see the last refreshed time of the visualization data in the Data Summary tab. If you’re running a visualization with multiple modules (compound visualization), the Data Summary tab displays a drop-down list of all the modules in the visualization so that you can display the details of each individual module.
5	Click the Details tab to display the following settings and panels. Click a panel title to expand or collapse the panel. If you are running a compound visualization, the details are displayed separately, depending on which module is selected in the drop-down list at the top of the tab. Start Time: Indicates the start time of a historical visualization, or Realtime in the case of a real-time visualization. Compute: Specifies Duration and Refresh Rate of a real-time visualization. Possible values for Duration: None: Provides a view of the current activity. 5, 15, or 30 minutes: Provides a view of all activities that occurred from up to 30 minutes ago to the current moment. Start of Day: Provides a view of all activities that occurred since midnight. Compute specifies the compute interval and the number of records to be considered in a time-based historical visualization. Compute specifies the frequency, band, and whether the calculations are cumulative for a sample-based visualization. For more information, see Create a Visualization. If filters are applied to any field, an extra panel is displayed for each field so that you can see the values that have been filtered in or out of the visualization.
6	Click Settings to display the segments and variables associated with the visualization. You can also change the Output Type. For more information, see Change the Visualization Output Format.
7	If the visualization is in a chart format: The underlying table used to construct the chart is displayed beneath the chart. Click the Hide Table link to hide the table, and the Show Table link to display it. Rest your pointer over a bar, line, slice, area, or bubble in the chart to display information about the segment that the item represents.
8	If the visualization is historical, you can click the Export button on the title bar to export the visualization as a Microsoft Excel or CSV file. Real-time and compound visualizations cannot be exported. You cannot export a visualization Historical Report if it has more than 2000 columns.

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.

Analyzer supports reporting for up to 13 months from the current date. This duration limit applies to all reports supported by Analyzer, including the availability of call recordings.

Timepicker

Currently, when generating an Analyzer report, the shortest available report duration is either Today or Yesterday, leading to reports covering the entire day rather than a specific time interval within today or yesterday.

With the introduction of the Timepicker feature, Analyzer now enables users to create reports for shorter andmore specific time spans, providing granular data insights. Users can use this feature to create reports for aspecific time span within a day or a date range.

The Custom Duration filter now includes a Timepicker with a date and time range. Users can select a startand end date as well as a start and end time, offering precise control over their data selection. It is not mandatoryto select a start and end time, users can create reports by only specifying dates too.

Timepicker offers time selection in 15-minute increments, allowing users to choose the exact time periodsthey require. The earliest available time is 00:00 (start of the day), and the last available time is 23:45 (endof the day) within a 24-hour time span.

Timepicker is available for both stock and custom reports, as well as during report scheduling.

Supported Intervals for Duration

When a user runs a report and selects a particular duration period, the interval drop-down provides the following supported intervals:

Duration	Intervals Supported
Today	15 minutes, 30 minutes, Hourly and Daily
Yesterday	15 minutes, 30 minutes, Hourly and Daily
This Week	30 minutes, Hourly and Daily
Last Week
Last 7 days
This Month	Daily, Weekly
Last Month	Daily, Weekly
This Year	Daily, Weekly, and Monthly
Custom	The duration categories and their supported intervals based on the date difference are as follows: If the date difference is less than or equal to 1 day, the Duration is categorized as Today, with supported intervals of 15 minutes, 30 minutes, Hourly, and Daily. If the date difference is less than or equal to 7 days, the Duration is categorized as This Week, with supported intervals of 30 minutes, Hourly, and Daily. If the date difference is less than or equal to 31 days, the Duration is categorized as This Month , with supported intervals of Daily and Weekly. For any date difference greater than 31 days, the Duration is categorized as This Year, with supported intervals of Daily, Weekly, and Monthly.

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.

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.

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 inbound contacts to another agent after consult.		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.

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

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 inbound contacts to another agent after consult.	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.

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.	(Sum of Hold Duration + Sum of Connected Duration + Sum of Wrapup Duration) / Count of Contact Session ID (Termination Type = Normal)

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.

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 an agent transferred inbound contacts to another agent after consult.	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.

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 an agent transferred inbound contacts to another agent after consult.	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)

In the Team Chart report, for Agent Session Records, the count is aggregated based on Agent Session per Channel ID.

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

Agent Trace

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

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 inbound contacts to another agent after consult.	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 the 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's Total Queue Duration	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 7 days 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's Total Queue Duration Card

This report shows the total time when interaction is parked across all queues. This card is historical and it is updated based on the last 7 days. It shows the single longest parked time for the contact in a queue and across all instances.

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.

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 7 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 Telephony channel type contacts that were handled.	Voice Connected Count
# Chats Handled	The number of Chat channel type contacts that were handled.	Chat Connected Count
# Emails Handled	The number of Email channel type contacts that were handled.	Email Connected Count
# Social Handled	The number of Social channel type contacts 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.

Noise Reduction Duration by Entry Point

This report provides key metrics related to the application of background noise reduction (BNR) per entry point in inbound calls. It highlights the number of BNR-enabled calls and the total duration of BNR usage.

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

Output Type: Table

Parameter	Description	Formula
Entrypoint Name	The name of an entry point. Used As: Row Segment
Call Direction	Indicates if the call was an inbound or an outbound call. Used As: Row Segment	Value of Call Direction
Contact Count	The total number of contacts.	Sum of Contact Count
Total Noise Reduction Duration	Indicates the overall amount of time that background noise reduction (BNR) was applied on inbound calls.	Sum of Noise Reduction Duration

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. 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.

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. 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. 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.	Activity State: vt-transfer Entrypoint ID: it should not be a Null value	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

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

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 (including abandoned calls).		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.

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 2. 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 3. 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 4. 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 5. 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 6. 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.

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	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. 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.

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.

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	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). 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.

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

Team and 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

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.

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.

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.

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

Post interaction surveys

Survey Response Report

This report provides a view of the IVR survey results along with several operational data points. You can sort, filter, and export the reports using the existing reporting features in the Analyzer portal.

Report Path: Visualization > Historical Reports > Post Interaction Surveys > Survey Response Report

You can view detailed insights on agents, queues, sites, and more for each survey question, enabling effective analysis of the survey results.

You can use the Clear Filters option to clear existing filters and select new filters.

You can use the Filter Combinations option to filter report results based on your filter selection.

: If surveys are not created or completed, and no data is available, no data will be displayed.

Output Type: Table

Parameter	Description
Date Time (in UTC)	The date and time on which the survey was started. This is in the UTC time zone.
Contact Session ID	A unique string that identifies the contact session and can be found in Analyzer.
Survey Type	The name of the survey
Question Text	The text given to the question when the survey is created.
Response	The value provided by the end-user of the survey.
First Agent name	The name of the agent who first answered the call.
First Agent email	The email address of the agent who first answered the call.
Last Agent Name	The name of the agent who handled the call.
Last Agent email	The email address of the agent who handled the call.
Queue Name	The queue name of the first agent who answered the call.
Site Name	The site name of the agent who answered the call.
Call Duration (In seconds)	The time elapsed between the call start time and the call end time.
Agent DNIS	The DNIS number that is associated with the first agent.

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 7. 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. 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.

Campaign Reports

Webex Contact Center offers integration for conducting and managing campaigns. These campaigns generate reports, which administrators and supervisors can utilize to view campaign statistics and gauge the effectiveness of their campaigns.

Preview Campaign Report

The Preview Campaign report provides a comprehensive analysis of Preview Campaign performance.

Report Path: Stock Reports > Historical Reports > Campaign Reports

Output Type: Table

Table 8. Preview Campaign Report
Parameter	Description	Filters	Formula
Campaign Name	The name of the campaign.	—	—
Interval	Time period.	—	—
Queue Name	The name of the queue.	—	—
Team Name	The name of the team to which the agent belongs.	—	—
Agent Name	The name of the agent who is associated with the call.	—	—
Contacts	The number of calls made by the agent as part of the campaign.	—	Count of Contact Session ID
Average Handle Time	Shows the average time that was spent by the agent on the contacts handled.	—	Average Talk Time + Average of Wrapup Duration
Average Talk Time	Average time that an agent spent in a call.	—	Average Talk Time + Average of Connected Duration

Click the Contact table cell to see the Drill Down icon. Click the icon to launch the Drill Down modal. The Contact drill-down modal provides a detailed view of each call made for the particulur campaign.

Parameter	Description
Contact	The phone number to which an agent will make calls during a promotional campaign.
Campaign Name	The name of the campaign.
Agent CID	Agent's Calling ID, indicating the Agent's Calling number.
Call Start time	Timestamp when the contact started.
Call End time	Timestamp when the contact ended.
Talk Time	Elapsed time between the time an agent connected to the call and the time the call was disconnected or transferred, not including the hold time.
Hold Time	Total amount of time that an agent put the calls on hold.
Wrap Up Time	The cumulative amount of time agents spent in the wrap-up state after handling the interactions.
Wrap Up Code	The name of the wrap-up code that was applied.
Termination Code	The name of the termination code that was applied.
Is Consult	The Consult status is marked as checked when the call is identified as a consult call.
Is Transfer	The Transfer status is marked as checked when the call is identified as a transfer call.

Progressive and Predictive Campaign Report

The Progressive and Predictive Campaign report provides a comprehensive analysis of Progressive and Predictive Campaign performance.

Report Path: Stock Reports > Historical Reports > Campaign Reports

Output Type: Table

Table 9. Progressive and Predictive Campaign Report
Parameter	Description	Filters	Formula
Campaign Name	The name of the campaign.	—	—
Outdial Entrypoint	The name of the Entrypoint.	—	—
Campaign Type	The type of campaign.	—	—
Interval	Time period	—	—
Queue Name	The name of the queue.	—	—
Team Name	The name of the team to which the agent belongs.	—	—
Agent Name	The name of the agent who is associated with the call.	—	—
Contacts	The number of calls made by the agent as part of the campaign.	—	Count of Contact Session ID
Average Handle Time	Shows the average time that was spent by the agent on the contacts handled.	—	Average Talk Time + Average of Wrapup Duration
Average Talk Time	Average time that an agent spent in a call.	—	Average Talk Time + Average of Connected Duration

Click the Agent Name table cell to see the Drill Down icon. Click the icon to launch the Drill Down modal. The Agent Name drill-down modal provides the Campaign Reserved Time details associated with each agent.

Parameter	Description
Agent Login Time	Refers to the specific timestamp indicating the login time of an agent.
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.
Campaign Reserved Time	The total time reserved for an agent during the course of the campaign. If an agent is engaged in multiple campaigns simultaneously, the reservation time is combined. If an agent logs in twice, the system will create two distinct rows for that agent.

Parameter	Description
Contact	The phone number to which an agent will make calls during a promotional campaign.
Agent CID	Agent's Calling ID, indicating the Agent's Calling number.
CPA Status	Call Progress Analysis (CPA) monitors and reports on various call progress scenarios, indicating successful connections or failures. Descriptions for different CPA status are outlined below: NO_ANSWER_CUSTOMER—The call remains unanswered within the specified No Answer Ring Limit designated for the campaign. CUSTOMER_BUSY—The customer's line is busy or the call is declined by the customer. CUSTOMER_UNAVAILABLE—Network timeout or error potentially transient in nature. INVALID_NUMBER—The dialed number is invalid. CUSTOMER_LEFT—The customer answers the call but ends it immediately from their device or before CPA completion. ABANDONED—The call is abandoned due to a lack of available agents or resources. AMD—The call is answered by an answering machine or routed to voicemail. FAX—A fax machine is detected on the line. SYSTEM_ABANDONED—The call is abandoned due to an error condition within the system.
Call Start time	Timestamp when the contact started.
Call End time	Timestamp when the contact ended.
Talk Time	Elapsed time between the time an agent connected to the call and the time the call was disconnected or transferred, not including the hold time.
Hold Time	Total amount of time that an agent put the calls on hold.
Wrap Up Time	The cumulative amount of time agents spent in the wrap-up state after handling the interactions.
Wrap Up Code	The name of the wrap-up code that was applied.
Termination Code	The name of the termination code that was applied.
Is Consult	The Consult status is marked as checked when the call is identified as a consult call.
Is Transfer	The Transfer status is marked as checked when the call is identified as a transfer call.

Progressive and Predictive Campaign Realtime Report

The Progressive and Predictive Campaign Realtime report provides a comprehensive analysis of Progressive and Predictive Campaign Realtime performance.

Report Path: Stock Reports > Real-Time Reports> Campaign Reports

Output Type: Table

Table 10. Progressive and Predictive Campaign Realtime Report
Parameter	Description	Filters	Formula
Campaign Name	The name of the campaign.	—	—
Outdial Entrypoint	The name of the Entrypoint.	—	—
Campaign Type	The type of campaign.	—	—
Team Name	The name of the team to which the agent belongs.	—	—
Agent Name	The name of the agent who is associated with the call.	—	—
Queue Name	The name of the queue.	—	—
Contact	The phone number to which an agent will make calls during a promotional campaign.	—	Value of Customer Phone Number
Call Start time	Timestamp of when the contact started.	—	Value of Contact Start Timestamp
Total Connected Time	The total duration that a customer is connected with an agent.	—	Current Timestamp - Call Start Time

Queue-based Reports

Queue-based reports (QBR) store the progression of each call as it moves through different queues, covering its entire journey. QBR introduces three new stock reports in Analyzer—Queue Activity by Queue, Queue All Fields Report, and Queue Call Distribution Summary. These reports deliver comprehensive insights and metrics at the queue level, covering call flows and interactions as they are presented, handled, transferred, and consulted across queues.

Key Metrics in Queue-based Reports

The following metrics are used to evaluate queue performance:

Calls Presented to Queue (CP)—The total number of calls that enter the queue, including both direct calls and consultation requests.

Calls Handled (CH)—The number of calls successfully routed to an agent and answered.

Calls Moved Out of Queue (CM)—The number of calls that leave the queue without being addressed by an agent.

Calls Transferred to DN (CT)—The number of calls transferred to an external destination number (DN) via the flow, removing them from the queue.

Calls Abandoned (CA)—The number of calls where the caller exits the queue without being connected to an agent, often due to long wait times or the caller hanging up before service.

Consult to Queue Failed Count and Consult to Entry Point Failed Count—The number of unanswered consult requests by an agent to a Queue or an Entry Point.

Queue Activity by Queue

The Queue Activity by Queue report presents information about service levels, the number and the percentage of calls that were presented, handled, abandoned, and dequeued. It presents information for the selected time interval.

Report Path: Stock Reports > Historical Reports > Queue Reports

Output Type: Table

Parameter	Description	Filters	Formula
Queue Name	The name of the queue. Used As: Row Segment	—	—
Interval	Time Period Used As: Row Segment	—	Last seven days
Service Level (in seconds)	Value that was configured in the Service Level field when the Queue was set up. If the service level configuration was changed during the report period, the report shows the values for both old and new service level configurations. Used As: Row Segment	—	—
Calls Handled < Service Level	The total number of calls that are handled within the service level threshold that was set for the queue.	Is Within service Level = 1 Handle Type is normal or sudden_disconnect.
Calls Abandoned < Service Level	The total number of calls that are abandoned within the service level threshold that was set for the queue.	Is Within service Level = 1 Handle Type is abandoned.	Count of Contact Session ID
Calls Presented	Number of calls that were routed to the queue, regardless of whether an agent answered the call.	—	Queue Count + CTQ Count + Outdial CTQ Count
Calls Handled	Number of calls that were routed to the Queue and were handled.	Handle Type is normal or sudden_disconnect.	Connected Count + CTQ Handled Count + Outdial CTQ Handled Count – (Blind Transfer to Agent Count + Agent Transferred In Count)
Agent to DN Transfer Count	Number of times a call was transferred from an agent to a DN.	—	Sum of Agent to DN Transfer Count
Agent Transferred In Count	The number of times call came after being transferred by an agent. (Blind transfers are not counted) Blind transfer scenarios inlcude the following: transfer to different queue transfer to EP transfer to agent transfer to the same queue transfer to DN	—	Sum of Agent Transferred In Count
Blind Transfer Count	This count is incremented when an agent initiates a blind transfer call to a Queue or an EntryPoint.	—	Sum of Inter Queue Blind Transfer Count
Calls Handled %	Percentage of calls that were routed to the Queue and were handled.	—	(Calls Handled / Calls Presented) x 100
Calls Abandoned	Count of calls that got abandoned in a queue.	Handle Type is abandoned.	Count of Contact Session ID
Calls Abandoned %	Percentage of calls that were routed to the Queue and were abandoned.	—	(Number of calls abandoned / Number of calls presented) x 100
Calls Moved Out of Queue	Number of calls that were moved out of Queue without being handled.	Handle Type is dequeued.	Count of Contact Session ID
Calls Moved Out of Queue %	Percentage of calls that moved out of Queue.	—	(Number of calls that moved out of Queue / Number of calls presented) x 100
Calls Transferred to DN	Number of calls that were transferred to a dial number (DN) by blind transfer node via flow.	Handle type is TransferToDN.	Count of Contact Session ID
Calls Transferred to DN %	Percentage of calls that were transferred to a dial number (DN) by blind transfer node via flow.	—	(Calls Transferred to DN / Calls Presented) x 100
Consult to Queue Failed Count	Count of consult requests failed at queue.	—	CTQ Error Count + Outdial CTQ Error Count
Consult to Entry Point Failed Count	Count of consult requests failed at Entry Point.	—	Sum of Consult To EP Error Count

Queue All Fields Report

The Queue All Fields report presents Queue-related data, such as call statistics and Service Level. The report includes key fields, such as Average Queue Time, Average Speed of Answer, Calls Handled and Calls Abandoned under Service Level.

Report Path: Stock Reports > Historical Reports > Queue Reports

Output Type: Table

Parameter	Description	Filters	Formula
Queue Name	The name of the queue. Used As: Row Segment	—	—
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Row Segment	—	—
Service Level Configured (in seconds)	Value that was configured in the Service Level field when the Queue was set up. If the service level configuration was changed during the report period, the report shows the values for both old and new service level configurations. Used As: Row Segment	—	—
Calls Presented	Number of calls that were routed to the queue, regardless of whether an agent answered the call.	—	Queue Count + CTQ Count + Outdial CTQ Count
Calls Handled	Number of calls that were routed to the Queue and were handled.	Handle Type is normal or sudden_disonnect.	Connected Count + CTQ Handled Count + Outdial CTQ Handled Count – (Blind Transfer to Agent Count + Agent Transferred In Count)
Agent to DN Transfer Count	Number of times a call was transferred from an agent to a DN.	—	Sum of Agent to DN Transfer Count
Agent Transferred In Count	The number of times call came after being transferred by an agent. (Blind transfers are not counted) Blind transfer scenarios inlcude the following: transfer to different queue transfer to EP transfer to agent transfer to the same queue transfer to DN	—	Sum of Agent Transferred In Count
Blind Transfer Count	This count is incremented when an agent initiates a blind transfer call to a Queue or an EntryPoint.	—	Sum of Inter Queue Blind Transfer Count
Percentage Handled	Percentage of calls that were routed to the Queue and were handled.	—	(Calls Handled + Agent to DN Transfer Count) / (Calls Presented + Agent Transferred In Count + Blind Transfer Count - Agent To Queue Transfer Count) x 100
Average Handled Time	Average time taken for calls to be handled in the queue.	—	Average of Handle Time Total Handle Time / Calls Handled
Maximum Handled Time	The longest duration taken to handle any call within the queue.	—	Maximum Handle Time maximum (talkTime + holdTime + workTime)
Calls Abandoned	Count of calls that got abandoned in a queue.	Handle Type is abandoned.	Count of Contact Session ID
Percentage Abandoned	Percentage of calls that were routed to the Queue and were abandoned.	—	(Number of calls abandoned / Number of calls presented) x 100
Average Abandoned Time	Average time that the calls spent in the queue before being abandoned.	Handle Type is abandoned.	Average of Queue Duration
Maximum Abandoned Time	Maximum time a call spent in the queue before being abandoned.	Handle Type is abandoned.	Maximum Queue Duration
Calls Moved Out of Queue	Number of calls that moved out of Queue. (calls transferred out before answering)	Handle Type is dequeued.	Count of Contact Session ID
Percentage Calls Moved Out of Queue	Percentage of calls that moved out of Queue. (calls transferred out before answering)	—	(Number of calls that moved out of Queue / Number of calls presented) x 100
Average Calls Moved Out of Queue Time	Average time that the call spent in Queue before being moved out.	Handle Type is dequeued.	Average of Queue Duration
Maximum Calls Moved Out of Queue Time	Maximum time a call spent in Queue before being moved out.	Handle Type is dequeued.	Maximum Queue Duration
Average Speed of Answer	Sum of average Queue waiting time before an agent answers the call and average ringing time.	Handle Type is one of the following: normal sudden_disonnect dequeued	Average queue waiting time + Average ringing time
Calls Handled < Service Level	Calls that are handled within the time shown in the Service Level field. A call is handled when an agent picks up the call.	Is Within service Level = 1 Handle Type is normal or sudden_disonnect.	Connected Count + CTQ Handled Count + Outdial CTQ Handled Count – (Blind Transfer to Agent Count + Agent Transferred In Count)
Calls Abandoned < Service Level	A call is abandoned if the call disconnects before connecting to an agent.	Is Within service Level = 1 Handle Type is abandoned.	Count of Contact Session ID
Average Abandon per Day	Number of calls abandoned in the Queue divided by the number of days in report period (including non-working days).	Handle Type is abandoned.	Number of calls abandoned / Number of days in report period
Average Queue Time	Average time spent by a call in the queue.	—	Average of Queue Duration Total Queue time / Calls Presented
Maximum Queue Time	The maximum time a call spent waiting in the queue.	—	Maximum Queue Duration
Calls Transferred to DN	Number of calls that were transferred to a dial number (DN) by blind transfer node via flow.	Handle type is TransferToDN.	Count of Contact Session ID
Percentage Calls Transferred to DN	Percentage of calls that were transferred to a dial number (DN) by blind transfer node via flow.	—	(Calls Transferred to DN / Calls Presented) x 100
Others	This parameter represents the total number of calls that are not included in the predefined categories of Calls Handled, Calls Abandoned, Calls Moved Out of Queue, or Calls Transferred to DN. It is calculated by subtracting these categories from the total number of Calls Presented. A value of 0 indicates that the calls presented and handled are equal for a queue during the specified time range.	—	Call Presented – (Calls Handled + Calls Abandoned + Calls Moved Out of Queue + Calls Transferred to DN + Consult to Queue Failed Count + Consult to Entry Point Failed Count)
Consult to Queue Failed Count	Count of consult requests failed at queue.	—	CTQ Error Count + Outdial CTQ Error Count
Consult to Entry Point Failed Count	Count of consult requests failed at Entry Point.	—	Sum of Consult To EP Error Count

Queue Call Distribution Summary

The Queue Call Distribution Summary report presents the number and percentage of calls that are handled and dequeued in four configurable time intervals in seconds (0-15, 0-30, 0-45, 0-60).

Report Path: Stock Reports > Historical Reports > Queue Reports

Output Type: Table

Parameter	Description	Filters	Formula
Queue Name	The name of the queue. Used As: Row Segment	—	—
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Row Segment	—	—
Calls Handled	Number of calls that were routed to the Queue and were handled.	Handle Type is normal or sudden_disonnect.	Connected Count + CTQ Handled Count + Outdial CTQ Handled Count – (Blind Transfer to Agent Count + Agent Transferred In Count)
Total Calls Handled with Queue Time in 0-15 seconds	Number of handled calls with a queue time that is less than or equal to 15 seconds.	Queue Duration <= 15000 ms Handle Type is normal or sudden_disonnect.	Connected Count (Queue Duration <= 15000 ms) + CTQ Handled Count+ Outdial CTQ Handled Count - (Blind Transfer Count (Queue Duration <= 15000 ms) + Agent Transferred In Count (Queue Duration <= 15000 ms))
Percentage of Calls Handled with Queue Time in 0-15 seconds	Percentage of handled calls with a queue time that is less than or equal to 15 seconds.	—	(Total Calls Handled with Queue Time in 0-15 seconds / Calls Handled) x 100
Total Calls Handled with Queue Time in 0-30 seconds	Number of handled calls with a queue time that is less than or equal to 30 seconds.	Queue Duration <= 30000 ms Handle Type is normal or sudden_disonnect.	Connected Count (Queue Duration <= 30000 ms) + CTQ Handled Count + Outdial CTQ Handled Count - (Blind Transfer Count (Queue Duration <= 30000 ms) + Agent Transferred In Count (Queue Duration <= 30000 ms))
Percentage of Calls Handled with Queue Time in 0-30 seconds	Percentage of handled calls with a queue time that is less than or equal to 30 seconds.	—	(Total Calls Handled with Queue Time in 0-30 seconds / Calls Handled) x 100
Total Calls Handled with Queue Time in 0-45 seconds	Number of handled calls with a queue time that is less than or equal to 45 seconds.	Queue Duration <= 45000 ms Handle Type is normal or sudden_disonnect.	Connected Count (Queue Duration <= 45000 ms) + CTQ Handled Count + Outdial CTQ Handled Count - (Blind Transfer Count (Queue Duration <= 45000 ms) + Agent Transferred In Count (Queue Duration <= 45000 ms))
Percentage of Calls Handled with Queue Time in 0-45 seconds	Percentage of handled calls with a queue time that is less than or equal to 45 seconds.	—	(Total Calls Handled with Queue Time in 0-45 seconds / Calls Handled) x 100
Total Calls Handled with Queue Time in 0-60 seconds	Number of handled calls with a queue time that is less than or equal to 60 seconds.	Queue Duration <= 60000 ms Handle type is normal or sudden_disonnect.	Connected Count (Queue Duration <= 60000 ms) + CTQ Handled Count + Outdial CTQ Handled Count - (Blind Transfer Count (Queue Duration <= 60000 ms) + Agent Transferred In Count (Queue Duration <= 60000 ms))
Percentage of Calls Handled with Queue Time in 0-60 seconds	Percentage of handled calls with a queue time that is less than or equal to 60 seconds.	—	(Total Calls Handled with Queue Time in 0-60 seconds / Calls Handled) x 100
Total Calls Handled with Queue Time > 60 seconds	Number of handled calls with a Queue time that is greater than 60 seconds.	Queue Duration > 60000 ms Handle type is normal or sudden_disonnect.	Connected Count (Queue Duration > 60000 ms ) + CTQ Handled Count + Outdial CTQ Handled Count - (Blind Transfer Count (Queue Duration > 60000 ms) + Agent Transferred In Count (Queue Duration > 60000 ms))
Percentage of Calls Handled with Queue Time > 60 seconds	Percentage of handled calls with a Queue time that is greater than 60 seconds.	—	(Total Calls Handled with Queue Time > 60 seconds / Calls Handled) x 100
Calls Abandoned	Count of calls that got abandoned in a queue.	Handle Type is abandoned.	Count of Contact Session ID
Total Calls Abandoned with Queue Time in 0-15 seconds	Number of abandoned calls with a queue time that is less than or equal to 15 seconds.	Queue Duration <= 15000 ms Handle Type is abandoned.	Count of Contact Session ID
Percentage of Calls Abandoned with Queue Time in 0-15 seconds	Percentage of abandoned calls with a queue time that is less than or equal to 15 seconds.	—	(Total Calls Abandoned with Queue Time in 0-15 seconds / Calls Abandoned) x 100
Total Calls Abandoned with Queue Time in 0-30 seconds	Number of abandoned calls with a queue time that is less than or equal to 30 seconds.	Queue Duration <= 30000 ms Handle Type is abandoned.	Count of Contact Session ID
Percentage of Calls Abandoned with Queue Time in 0-30 seconds	Percentage of abandoned calls with a queue time that is less than or equal to 30 seconds.	—	(Total Calls Abandoned with Queue Time in 0-30 seconds / Calls Abandoned) x 100
Total Calls Abandoned with Queue Time in 0-45 seconds	Number of abandoned calls with a queue time that is less than or equal to 45 seconds.	Queue Duration <= 45000 ms Handle Type is abandoned.	Count of Contact Session ID
Percentage of Calls Abandoned with Queue Time in 0-45 seconds	Percentage of abandoned calls with a queue time that is less than or equal to 45 seconds.	—	(Total Calls Abandoned with Queue Time in 0-45 seconds / Calls Abandoned) x 100
Total Calls Abandoned with Queue Time in 0-60 seconds	Number of abandoned calls with a queue time that is less than or equal to 60 seconds.	Queue Duration <= 60000 ms Handle Type is abandoned.	Count of Contact Session ID
Percentage of Calls Abandoned with Queue Time in 0-60 seconds	Percentage of abandoned calls with a queue time that is less than or equal to 60 seconds.	—	(Total Calls Abandoned with Queue Time in 0-60 seconds / Calls Abandoned) x 100
Total Calls Abandoned with Queue Time > 60 seconds	Percentage of abandoned calls with a Queue time that is greater than 60 seconds.	Queue Duration > 60000 ms Handle Type is abandoned	Count of Contact Session ID
Percentage of Calls Abandoned with Queue Time > 60 seconds	Percentage of abandoned calls with a Queue time that is greater than 60 seconds.	—	(Total Calls Abandoned with Queue Time > 60 seconds / Calls Abandoned) x 100

Additional information on Queue-based Reports

Consider the following additional information associated with various QBR parameters and metrics:

For Consult to Queue/EP scenarios, the call records do not get marked as abandoned if the agent does not pick up the call upon ringing.

For Consult To DN scenarios, the Consult Success Count is incremented regardless of whether the consult was successful or not.

For Transfer to DN scenarios that use Blind Transfer node, calls handled will not be updated. However, the handleType = Transfer_to_DN can be queried to match the count.

When a call is placed on hold during a consultation, the Hold Duration is included as part of the Consult Duration for that specific consultation. This is due to the absence of a separate Hold Duration counter for consult records.

Real-time Reports

Real-time reports have specific refresh intervals. You can select a value between 5 to 60 seconds from the Refresh drop-down with increments of 5 seconds. All new real-time reports have a default refresh interval of 5 seconds and you can change it to the other available values as needed. All existing reports with refresh intervals of less than 5 seconds will default to 5 seconds.

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.

These reports aren't available for Cloud Connect users.

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
Outdial Average Handle Time	The average handle time for outbound calls.	(Outdial Connected Time + Outdial Wrapup Time) / Outdial Calls Outdial Connected Time = Sum of Outdial Connected Duration. Outdial Wrapup Time = Sum of Outdial Wrapup Duration. Outdial Calls = Outdial Attempted Count + Outdial Contact Handled Outdial Attempted Count = Sum of Outdial Count.
Outdial Connected Time	The total amount of time an agent was talking with a party on an outdial call.	Sum of Outdial Connected Duration
Outdial Average Connected Time	The average of outdial connected time.	Outdial Connected Time / Outdial Contact Handled
Outdial Talk Time	The total amount of time an agent was talking with a party on an outdial call.	Outdial Connected Time + Outdial Hold Duration Outdial Hold Duration = Sum Of Outdial Hold Duration

Site Interval Realtime

This report represents the details for a site.

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

Output Type: Table

Parameter	Description	Formula
Site Name	Name of site.	Row Segment
Channel Type	The media type of the contact, such as telephony, email, or chat.	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 Wrap up Duration + Sum of Wrap-up Duration) + (Sum of Outdial Connected Duration + Sum Of Connected Duration)) / Staff Hours
Total Contacts	Total number of calls	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 number of times an agent went into the Inbound Reserved state.	Sum of Ringing Duration
Inbound Connected Time	The total amount of time the agents spent in the Reserved state (time duration once the call starts ringing and before the call gets answered).	Sum of Connected Duration
Inbound Hold Time	The number of times an agent put an inbound caller on hold.	Sum of Hold Duration
Inbound Contact Time	The number of inbound calls that got connected to an agent.	Sum of Connected Duration + Sum of Hold Duration
Inbound Wrap up Time	The number of times agents went into the Wrap-up state after an inbound call.	Sum of Wrap-up Duration
Inbound Average Connected Time	The number of agents currently connected to an inbound call.	(Sum of Connected Duration + Sum of Hold Duration) / Sum of Connected Count
Inbound Average Handle Time	The average length of time spent handling an inbound call.	(Sum of Connected Duration + Sum of Wrap-up 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 attempted to make an outdial call.	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 number of times an agent put an outdial call on hold.	Sum of Outdial Hold Duration
Outdial Connected Time	The number of outdial calls that got connected to an agent.	Sum of Outdial Connected Duration
Outdial Wrap up Time	The number of times agents went into the Wrap-up state after an outdial call.	Sum of Outdial Wrap up Duration
Outdial Average Connected Time	The average outdial 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.	(Sum of Outdial Connected Duration+Sum of Outdial Wrap up Duration) / (Sum of Outdial Count +Sum of Outdial Connected Count)

Site Interval Realtime - Chart

This report represents the number of answered contact types for a site.

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

Output Type: Bar Chart

Parameter	Description	Filters	Formula
Connected Count	Number of answered contact types.	Channel Type: chat, telephony, email, social	Sum of Connected Count

Team Interval Realtime

This report represents s detailed view at a team and site level.

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

Output Type: Table

Parameter	Description	Formula
Team Name	Name of the team Used As: Row Segment
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 the agents spent on calls compared to available and idle time.	(Sum of Total Outdial Wrap-up Time + Sum of Total Wrap-up Time + Sum of Total Outdial Connected Time + Sum of Total Available Time + Sum of Total Hold Time) / Staff Hours
Total Calls	Total number of calls	Sum of Outdial Connected Count + Sum of Available 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 gets answered).	Sum of Ringing Duration
Inbound Contact Time	Time the call landed at the agent's station.	Sum of Total Available Time
Inbound Hold Time	The number of times an agent put an inbound caller on hold.	Sum of Total Hold Time
Inbound Connected Time	The total amount of time the agents spent in the Connected state.	Sum of Total Available Time + Sum of Total Hold Time
Inbound Wrapup Time	The number of times the agents went into the Wrap-up state after an inbound call.	Sum of Total Wrap-up Time
Inbound Average Connected Time	The average time agents got connected to inbound calls.	(Sum of Total Available Time + Sum of Total Hold Time) / Sum of Connected Count
Inbound Average Handle Time	The average time agents spent handling calls.	(Sum of Total Available Time + Sum of Total Hold Time+ Sum of Total Wrap-up Time) / (Sum of Connected Count + Sum of Available 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 attempted to make an outdial call.	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 number of agents currently in the Reserved state (time duration once the call starts ringing and before the call gets answered).	Sum of Total Outdial Ringing Time
Outdial Hold Time	The number of agents in the Connected state who have placed the caller on hold.	Sum of Total Outdial Hold Time
Outdial Connected Time	The number of outdial calls that got connected to an agent.	Sum of Total Outdial Connected Time
Outdial Wrapup Time	The total amount of time the agents spent in the Wrap-up state after an outbound call.	Sum of Total Outdial Wrap-up Time
Outdial Average Connected Time	The average amount of time the agents were in the Outdial Reserved state.	Sum of Total Outdial Connected Time / Sum of Outdial Connected Count
Outdial Average Handle Time	The average outdial handle time.	(Sum of Total Outdial Connected Time + Sum of Total Outdial Wrap-up Time) / (Sum of Outdial Count + Sum of Outdial Connected Count)

Team Interval Realtime Report-Chart

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

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

Output Type: Bar Chart

Parameter	Description	Formula
Connected Count	Number of answered contact types.	Sum of Connected Count

Team Statistics Realtime

This report represents team statistics in a detailed format in real time.

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

Output Type: Table

Parameter	Description	Formula
Team Name	A group of agents at a specific site who handle a particular type of call. Used As: Row Segment
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
Total Logged In	The number of agents currently logged in.	Count of Session ID
Idle Count	The number of times an agent went into the Idle state.	Count of Agent Session ID (Activity State: Idle)
Available Count	The number of times an agent went into the Available state.	Count Of Agent Session ID (Activity State: Available)
Connected Count	The number of calls currently connected to an agent.	Count Of Agent Session ID (Activity State: Connected)
Consulting Count	The number of agents currently consulting with another agent.	Count Of Agent Session ID (Activity State: AvailableConsulting, ConnectedConsulting, IdleConsulting, WrapUpConsulting)
Wrapup Count	The number of times agents went into the Wrap-up state.	Count Of Agent Session ID (Activity State: WrapUp)
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.	Count Of Agent Session ID (Activity State: NotResponding)
Outdial Count	The number of outdial calls made.	Count Of Agent Session ID (Is Outdial >= 1, Activity State: Connected)

Snapshot Report-Agent

Agent Realtime

This report represents a detailed summary of the agent statistics.

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

Output Type: Table

Parameter	Description	Filters	Formula
Agent Name	Name of the agent		Row Segment
Channel Type	The media type of the contact, such as telephony, email, or chat.		Row Segment
Total Logged In	The total number of times agent logged in.		Count of Agent Session ID
Idle Count	The number of times an agent went into the Idle state.	Activity State: Idle, idle	Count of Agent Session ID
Available Count	The number of agents currently in the Available state.	Activity State: Available, available	Count of Agent Session ID
Reserved Count	The number of times agent currently in the Reserved state (where the incoming call isn’t yet answered).	Activity State: Ringing, ringing	Count of Agent Session ID
Connected Count	The number of calls currently connected to an agent.	Activity State: Connected, connected	Count of Agent Session ID
Consulting Count	The number of times an agent was in the Consulting state.	Activity State: Available consulting, available-consulting, ConnectedConsulting	Count of Agent Session ID
Conferencing Count	The number of times an agent initiated a conference call.	Activity State: Conferencing, conferencing	Sum of Conference Count
Wrap Up Count	The number of times an agent was in the Wrap Up state.	Activity State: Wrapup, wrapup	Count of Agent Session ID
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.	Activity State: Not Responding, not-responding	Count of Agent Session ID (Activity State =NotResponding)
In Outdial Count	The number of agents who are connected to or are wrapping up an outdial call.	Is Outdial: >= 1	Count of Is Outdial

Agent State - Site Realtime

This report represents the agent state team-wise real time.

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

Output Type: Table

Parameter	Description	Filters	Formula
Site Name	Name of the site. Used As: Row Segment
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Row Segment
Total Logged In	The number of agents currently logged in.		Count of Agent Session Id
Idle Count	The number of times an agent went into the Idle state.	Activity State: Idle, idle	Count of Agent Session Id
Available Count	The number of agents currently in the Available state.	Activity State: Available, available	Count of Agent Session Id )
Reserved Count	The number of agents currently in the Reserved state (time duration once the call starts ringing and before the call gets answered).	Activity State: Ringing, ringing	Count of Agent Session Id
Connected Count	The number of calls currently connected to an agent.	Activity State: Connected, connected	Count of Agent Session Id
Consulting Count	The number of times an agent was in the Consulting state.	Activity State: AvailableConsulting, available-consulting, ConnectedConsulting	Count of Agent Session Id
Conferencing Count	The number of times an agent initiated a conference call.	Activity State: Conferencing, conferencing	Sum of Conference Count
Wrap Up Count	The number of times an agent was in the Wrap Up state.	Activity State: WrapUp, wrapup	Count of Agent Session Id
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.	Activity State: NotResponding, not-responding	Count of Agent Session Id
In Outdial Count	The number of agents who are connected to or are wrapping up an outdial call.	Is Outdial: >= 1	Count of Is Outdial

Agent State - Team Realtime

This report represents the agent state in real time.

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

Output Type: Table

Parameter	Description	Filters	Formula
Team Name	Name of the team. Used As: Row Segment
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Row Segment
Total Logged In	The number of agents currently logged in.		Count of Agent Session Id
Idle Count	The number of times an agent went into the Idle state.	Activity State: Idle, idle	Count of Agent Session Id (Activity State = Idle)
Available Count	The number of times an agent went into the Available state.	Activity State: Available, available	Count of Agent Session Id)
Reserved Count	The number of times an agent went into the Inbound Reserved state.	Activity State: Ringing, ringing	Count of Agent Session Id
Connected Count	The number of inbound calls that got connected to an agent.	Activity State: Connected, connected	Count of Agent Session Id
Consulting Count	The total amount of time the agents spent consulting other agents.	Activity State: AvailableConsulting, available-consulting, ConnectedConsulting	Count of Agent Session Id
Conferencing Count	The number of times an agent initiated a conference call.	Activity State: Conferencing, conferencing	Sum of Conference Count
Wrap Up Count	The number of agents currently in the Wrap-up state.	Activity State: WrapUp, wrapup	Count of Agent Session Id
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.	Activity State: NotResponding, not-responding	Count of Agent Session Id
In Outdial Count	The number of agents who are connected to or are wrapping up an outdial call.	Is Outdial: >= 1	Count of Is Outdial

Agent Statistics Realtime

This report represents the agents statistics in real time. It captures agent details like the login time, channel type, and so on.

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

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

Output Type: Table

Parameter	Description	Formula
Agent Name	The name of the agent.
Channel Type	The media type of the contact, such as telephony, email, or chat.
Channel ID	The channel ID of the channel type.
Current State	The current state of the contact. This field is available only in the Customer Session Repository (CSR), and only for real-time visualizations.
Initial Login Time	The date and time when the agent logged in.	Minimum Login Timestamp
Calls Handled	The total number of voice interactions handled.	Value of Outdial Connected Count + Value of Connected Count
Chats Handled	The total number of chat interactions handled.	Value of Outdial Connected Count (Channel Type: chat) + Value of Connected Count (Channel Type: chat)
Emails Handled	The total number of email interactions handled.	Value of Outdial Connected Count (Channel Type: email) + Value of Connected Count (Channel Type: email)
Social Handled	The total number of social channel interactions handled.	Social Connected Count + Social Outdial Connected Count

Contact Center Overview - Real-Time

If an agent is currently engaged in a call, the Contact Center Overview Real-Time dashboard doesn't display data for the agent. Reports are only displayed for the available agents.

Agents Available Card Real-Time

This report shows the number of agents in the Available state for a specific team in real-time.

Report Path: Stock Reports > Real-Time Reports > Contact Center Overview

Output Type: Card

Average Service Level Card Real-Time

This gauge chart shows the percentage of contacts that were handled within the configured service level for a queue.

Report Path: Stock Reports > Real-Time Reports > Contact Center Overview

Output Type: Chart

Contact Details in Queue - Today Real-Time

This report provides contact details for contacts from the start of the day broken down by queue.

Report Path: Stock Reports > Real-Time Reports > Contact Center Overview

Output Type: Table

Parameter	Description	Filters	Formula
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Row Segment
Queue Name	The name of the queue.
# Contacts	The total number of contacts since the start of the day.		Count of Contact Session ID
# Contacts Handled	Number of contacts handled since the start of the day.	Handle Type: normal	Count of Contact Session ID
Longest Handled Contact from Queue	The longest duration that a contact spent in queue since the start of the day. This is calculated after the call status changes from parked to connected or ended.	Current State: connected, ended	Maximum Queue Duration
# Abandoned Contacts	Number of abandoned contacts since the start of the day.	Termination Type: abandoned	Count of Contact Session ID

Contact Details Currently in Queue Real-Time

This report provides contact details of contacts currently in Queue.

Report Path: Stock Reports > Real-Time Reports > Contact Center Overview

Output Type: Table

Parameter	Description	Filters	Formula
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Row Segment
Queue Name	The name of the queue.
# Contacts Waiting in Queue	Number of contacts waiting in queue.	Current State: parked	Count of Contact Session ID
Avg Queue Wait Time	Average Queue Wait Time of all the calls that are currently active.	Current State: connected, ended	Average of QueueDuration

Avg Queue Wait Time Card

This report provides the Average Queue Wait Time of all the calls that are currently active.

Report Path: Stock Reports > Real-Time Reports > Contact Center Overview

Output Type: Card

Contacts in Queue Card Real-Time

This report provides the number of customer contacts that are in queue in real-time.

Report Path: Stock Reports > Real-Time Reports > Contact Center Overview

Output Type: Card

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 is a real-time report.

This report provides the queue name and duration of the contact with the longest queue wait time.

Report Path: Stock Reports > Real-Time Reports > Contact Center Overview

Output Type: Report

Team Details Real-Time

This report provides team details in real-time.

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

Report Path: Stock Reports > Real-Time Reports > Contact Center Overview

Output Type: Table

Parameter	Description	Formula
Team Name	Name of the team.
Agent Name	Name of the agent.
Total Log In Count	The total number of contacts that were logged in.	Cardinality of Agent Session ID (Cardinality provides the total number of unique Agent Session IDs.)
Initial Login Time	First login time.	Minimum Login Timestamp
Final Logout Time	Last logout time.	Maximum Logout Timestamp
Staff Hours	Total amount of time agents were logged in.	Sum of Realtime Update Timestamp - Sum of Login Timestamp
Idle Counts	Total count of idle state.	Sum of Idle Count
# Contacts Handled	The number of contacts handled.	Sum of Connected Count
# Calls Handled	The number of calls that were handled.	Voice Connected Count
# Chats Handled	The number of chats that were handled.	Chat Outdial Connected Count
# Emails Handled	The number of emails that were handled.	Email Connected Count
# Social Handled	The total number of social channel interactions handled.	Social Connected Count + Social Outdial Connected Count

Total Abandoned Contacts Card Real-Time

The report provides the total number of contacts that are Abandoned in real-time.

Report Path: Stock Reports > Real-Time Reports > Contact Center Overview

Output Type: Card

Multimedia Reports Real-time

Interval Reports

Abandoned - Chart

This report represents all abandoned calls that got terminated in real time before reaching a destination site.

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

Output Type: Bar Chart

Parameter	Description	Filters	Formula
Abandoned	The number of calls that got abandoned during the report interval. An abandoned call is a call that got terminated before reaching 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

Abandoned Realtime

This report represents the number of calls that were in the system before they got abandoned.

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

Output Type: Table

Parameter	Description	Filters	Formula
Interval	Time Period		Last 7 Days
Queue Name	The name of a queue. Used As: Row Segment
Queue ID	The ID of a queue. Used As: Row Segment
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Row Segment
% Abandoned	The percentage of calls that were abandoned.		Count of Contact Session ID (Termination Type = abandoned) / 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 aren’t.		Count of Contact Session ID(Termination Type = normal) + Count of Contact Session ID (Termination Type = abandoned) + Count of Contact Session ID (Termination Type = quick_disconnect)
Abandoned	The number of calls that got 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
Abandoned with SL	The number of calls that got terminated while in queue within the Service Level threshold provisioned for the queue or skill		Sum of Interactions Within Service Level (Termination Type: abandoned)
Total	The total number of calls from all origination types.		Sum of Contact Count
Queued Time	The cumulative amount of time the 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 isn’t reflected in the report.		Sum of Queue Duration
Abandoned Time	The cumulative amount of time between when calls entered the queue and when they got 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 isn’t reflected in the report.	Is Contact Handled: != 1	Sum of Queue Duration
Average Queued Time	The total amount of time that calls were in queue divided by the total number of calls that were queued.		Sum of Queue Duration/ Sum of Queue Count
Avg Abandoned Time	The total amount of time that calls were in the system before they got abandoned divided by the total number of calls that got abandoned.		Sum of Queue Duration(Is Contact Handled! = 1) / Count of Contact Session ID (Termination Type = abandoned)

Entry Point Interval Realtime - Chart

This report represent the number of incoming calls.

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

Output Type: Bar Chart

Parameter	Description	Formula
Incoming	Number of incoming contact types.	Count of Contact Session ID

Incoming, Short, IVR RealTime - Entry point

This report represents the number of channel types that were in the IVR.

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

Output Type: Table

Parameter	Description	Filters	Formula
Interval	Time Period		Last 7 Days
Entry point Name	Name of entry point. Used As: Row Segment
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Row Segment
Incoming	Represents an incoming call.		Count of Contact Session ID
Short	The number of calls that were terminated within the Short Call threshold provisioned for the enterprise without being connected to an agent.	Termination Type: short_call	Count of Contact Session ID
IVR Time	The number of calls in the IVR system.		Sum of IVR Duration

Queue Service Level Realtime

This report represents the number of channel types available real time in the queues. A detailed report comprising of abandoned, service level, completed, and other parameters.

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

Output Type: Table

Parameter	Description	Filters	Formula
Queue Name	The name of a 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
In Service Level %	The number of calls that got answered within the Service Level threshold provisioned for the queue or skill (in a skills interval by queue report), divided by total calls (including abandoned calls).		(In Service Level) / Total
% Answered	The number of answered calls divided by the number of calls that entered the queue minus short calls.		Count of Contact Session ID (Connected Duration > 0) / Count of Contact Session ID (Termination Type = abandoned) + Count of Contact Session ID (Connected Duration > 0)
Total	The total number of calls from all origination types.		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 = abandoned) + Count of Contact Session ID (Connected Duration > 0)+Count of Contact Session ID (Termination Type = quick_disconnect)
Abandoned	The number of calls that got 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 (Termination Type = abandoned)
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.		Count of Contact Session ID (Connected Duration > 0)
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 total amount of time that calls were in the system before they were abandoned divided by the total number of calls that were abandoned.		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(Connected Duration > 0) / Count of Contact Session ID (Connected Duration > 0)

Queue Service Level Realtime - Chart

This report represents the total number of voice interactions handled within the service level in real-time.

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

Output Type: Bar Chart

Parameter	Description	Formula
Handled Calls within Service Level	The total number of voice interactions handled.	Count of Contact Session ID (Is Service Level > 0)

Queue Statistics Realtime

This report represents Queue details in real time.

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

Output Type: Table

Parameter	Description	Formula
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 distributed to agents. Used As: Row Segment
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 queue or skill (in a skills interval by queue report), divided by total calls that includes abandoned calls.	Service Level % = Sum of Within Service Level / Sum Of Contact Count
In Queue	The number of queues contact entered.	Count Of Queue Count
Longest Time In Queue	The longest amount of time a contact has been in each queue covered in the report.	Maximum Queue Duration

Sites Contact Details Realtime

This report represents the number of contacts available in all queues for a site.

Output Type: Table

Parameter	Description	Formula
Interval	Time Period	Realtime - 30 mins
Queue Name	The name of a queue. Used As: Row Segment
Site Name	The name of a site. Used As: Row Segment
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 aren’t.	Count of Contact Session ID (Connected Duration > 0) + Count of Contact Session ID (Termination Type = abandoned) + Count of Contact Session ID (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.	Count of Contact Session ID (Termination Type = sudden_disconnect)
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.	Count of Contact Session ID (Connected Duration > 0)
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 isn’t reflected in the report.	Sum of Queue Duration (Connected Duration > 0)
Connected Time	The time interval between when calls were answered by an agent or other resource and when they were terminated. Because connected time isn’t calculated until the call is terminated, the connected time for a call that is still in progress isn’t reflected in the report.	Sum of Hold Duration + Sum of Connected Duration

Sites Contact Details Realtime - Chart

This report represents the site details.

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

Output Type: Bar Chart

Parameter	Description	Formula
Completed	The number of calls that ended during the report interval. The count includes answered, abandoned, and disconnected calls. Transferred and short calls aren’t included.	Count of Contact Session ID (Connected Duration > 0) + Count of Contact Session ID (Termination Type = abandoned) + Count of Contact Session ID (Termination Type = quick_disconnect)

Team Contact Details Realtime

This report represents the agent activities associated with queues, sites, and teams.

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

Output Type: Table

Parameter	Description	Filters	Formula
Interval	Time Period		Realtime - 30 mins
Queue Name	The name of a queue. Used As: Row Segment
Site Name	The name of the site. Used As: Row Segment
Team Name	The name of the team. Used As: Row Segment
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 aren’t.		Count of Contact Session ID (Connected Duration > 0) + Count of Contact Session ID (Termination Type = abandoned) + Count of Contact Session ID (Termination Type = quick_disconnect)
Sudden Disconnect Count	The number of calls that got 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	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.		Count of Contact Session ID (Connected Duration > 0)
Hold Count	The number of times a caller was put on hold.		Sum of Hold Count
Conference Count	The number of times agents initiated a conference call to an agent or external number.		Sum of Conference 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 isn’t reflected in the report.	Connected Duration > 0	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 isn’t calculated until the call is terminated, the connected time for an active call isn’t reflected in the report.		Sum of Hold Duration + Sum of Connected Duration

Team Contact Details Realtime - Chart

This report represents the number of calls that got completed at a team level in real time.

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

Output Type: Bar Chart

Parameter	Description	Formula
Completed	The number of calls that ended during the report interval. The count includes answered, abandoned, and disconnected calls. Transferred and short calls aren’t included.	Count of Contact Session ID (Connected Duration > 0) + Count of Contact Session ID (Termination Type = abandoned) + Count of Contact Session ID (Termination Type = quick_disconnect)

Snapshot Reports

The Connected Duration field in the Snapshot Report is populated with zeros when the call is in progress. The Connected Duration field in the Snapshot Report is populated with values only after the call ends.

Longest Queued Contact

The longest queued contact report indicates the longest duration for which a contact had to wait in a specific queue. The report provides the time for which the contact waited in the queue. The report also identifies the contact that has been currently waiting in the queue for the longest duration.

Report path: Stock Reports > Real-Time Reports > Multimedia Reports > Snapshot Reports

Output Type: Table

Parameter	Description
Queue ID	The unique identifier for a queue.
Queue Name	The name of a queue.
Channel Type	Media type of the queue such as telephony, email, or chat.
Longest Queued Contact Time	Longest time for which a contact waited in the queue.
Longest Contact Currently in Queue	The contact that has been waiting in the queue for the longest duration.

Snapshot Entry Point IVR Realtime - Chart

This report represents the number of calls currently available in the IVR.

Report Path: Stock Reports > Real-Time Reports > Multimedia Reports > Snapshot Reports

Output Type: Bar Chart

Parameter	Description	Filters	Formula
In IVR	The number of calls that are currently in the IVR system.	Current State: ivr-connected	Count of Contact Session ID

Snapshot Entry Point Realtime

This report represents snapshot details of calls in an entry point or in a queue.

Report Path: Stock Reports > Real-Time Reports > Multimedia Reports > Snapshot Reports

Output Type: Table

Parameter	Description	Filters	Formula
Entry point Name	The name of the entry point, which is the landing place for customer calls on the Webex Contact Center system. Used As: Row Segment
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Row Segment
In IVR	The number of calls that are currently in the IVR system.	Current State: ivr-connected	Count of Contact Session ID
In Queue	The number of calls currently in the queues that are in the report. In the case of entry-point reports, this number is the number of calls that are currently in queues fed by the entry point.	Current State: parked	Count of Contact Session ID
Connected	The number of calls currently connected to an agent.	Current State: connected, on-hold, hold-done, consult-done, consulting	Count of Contact Session ID

Snapshot Entry Point Realtime - Chart

This report represents a snapshot of the contact type.

Report Path: Stock Reports > Real-Time Reports > Multimedia Reports > Snapshot Reports

Output Type: Bar Chart

Parameter	Description	Filters	Formula
Voice	The media type of the telephony contact.		Count of Contact Session ID (Channel Type = telephony and Current State = connected)
Chat	The media type of the chat contact.		Count of Contact Session ID (Channel Type = chat and Current State = connected)
Email	The media type of the email contact.		Count of Contact Session ID (Channel Type = email and Current State = connected
In Queue	Then number of queues contact entered.	Current State: parked	Count of Contact Session ID
Connected	The total number of calls handled.	Current State: connected, on hold	Count of Contact Session ID

Snapshot Queue Realtime - Chart

This report represents a snapshot of the service-level.

Report Path: Stock Reports > Real-Time Reports > Multimedia Reports > Snapshot Reports

Output Type: Bar Chart

Parameter	Description	Filters	Formula
In Queue	The number of calls currently in the queues that are in the report. In the case of entry-point reports, this number is the number of calls that are currently in queues fed by the entry point.	Current State: parked	Count of Contact Session ID
Connected	The number of calls currently connected to an agent.	Current State: connected, on-hold	Count of Contact Session ID )

Snapshot Queue Service Level Realtime

This report represents the service-level at a team, queue, and a site level.

Report Path: Stock Reports > Real-Time Reports > Multimedia Reports > Snapshot Reports

Output Type: Table

Parameter	Description	Filters	Formula
Queue Name	Name of the queue. Used As: Row Segment
Site Name	Name of the site. Used As: Row Segment
Team Name	Name of the team. Used As: Row Segment
Channel Type	The media type of the contact, such as telephony, email, or chat. Used As: Row Segment
In Queue	The number of calls currently in the queues that are in the report. In the case of entry-point reports, this number is the number of calls that are currently in queues fed by the entry point.	Current State: parked	Count of Contact Session ID
Connected	The number of calls currently connected to an agent.	Current State: connected, on-hold, hold-done, consulting, consult-done	Count of Contact Session ID
Current Service Level %	The percentage of calls in queue that haven’t yet reached the Service Level threshold provisioned for the queue		Current Service Level % = In service level / Total Total= Count of Contact Session ID
Logged In Agents	The number of agents who are currently logged in to this team or to all teams at this site. At the queue level, this number is the number of agents logged in to all teams at the sites serving this queue.		Count of Agent ID

Team and Queue Stats - Real-Time

Average Handle Time Card Real-Time

This report displays the average handled time of each individual channel and for all the channels in real-time.

Report Path: Stock Reports > Real-Time Reports > Team & Queue Stats

Output Type: Card

Team Stats Real-Time

This report displays the team statistics in real-time.

Report Path: Stock Reports > Real-Time Reports > Team & Queue Stats

Output Type: Table

Parameter	Description	Formula
Team Name	Name of the team.
Agent Name	Name of the agent.
Current State	Shows the state of the agent such as Available, Idle, or Not Responding.
# Contacts Handled	Number of contacts handled.	Total number of contact session IDs
Average Handle Time	Average time taken to handle a contact.	Total amount of contact time during the specified interval/The number of contacts handled during the specified interval
Average Wrapup Time	Average time taken to wrap up a contact.	Total Wrapup time during the specified interval/Total number of Wrapups during the specified interval

Team State Chart Real-Time

This pie chart breaks down the number of logged-in agents by current state.

Report Path: Stock Reports > Real-Time Reports > Contact Center Overview

Output Type: Chart

Total Handled Card Real-Time

This report displays the total number of contacts that are handled in real-time.

Report Path: Stock Reports > Real-Time Reports > Team & Queue Stats

Output Type: Card

Transition Reports

Transition Reports are Stock Reports designed specifically for customers who are transitioning from UCCX to WxCC. These reports were behind a Feature Flag and were enabled through ad-hoc requests. Henceforth, these reports will be available without the need for a Feature Flag request and can be accessed anytime by all users.

Abandoned Call Detail Activity Report

The Abandoned Call Detail Activity Report presents information about calls that were abandoned.

Report Path: Stock Reports > Transition Reports

Output Type: Table

Parameter	Description	Formula
Call Start Time	Timestamp when the contact started.	Value of Contact Start Timestamp
Called Number	DNIS digits delivered with the call. The telephone company sends a Dialed Number Identification Service (DNIS) digit string that contains the caller's phone number.	Value of DNIS
Call ANI	ANI digits delivered with a call. The telephone company sends an Automatic Number Identification (ANI) digit string that contains the caller's phone number.	Value of ANI
Call Routed CSQ	Name of the queue that the call was placed while waiting for an agent.	Value of First Queue Name
Agent	Name of the agent who received the call before the call was abandoned.	Value of Agent Name
Call Skills	Skills that were associated with the queue to which the call was routed.	Value of Skills
Call Abandon Time	Date and time when the call was abandoned.	Value of Contact End Timestamp
Time to Abandon	The amount of time that elapsed between the time the call came in to the system and the time it was abandoned.	Call Abandon Time - Call Start Time

Agent Call Summary Report

The Agent Call Summary Report presents the summary of each call that was dialed and received by an agent.

Call details are counted against the last agent handling the call.

Report Path: Stock Reports > Transition Reports

Output Type: Table

Parameter	Description	Formula
Agent Name	Name of an agent. Used as a Row Segment.
Agent Endpoint (DN)	The endpoint (number, email, or chat handle) on which an agent received calls, chats, or emails. Used as a Row Segment.
Total Inbound	Total calls that an agent received.	Count of Contact Session ID (Call Direction = inbound)
Avg Talk Time Inbound	Average time that an agent spent talking with a caller.	Average of Connected Duration (Call Direction = inbound)
Avg Hold Time Inbound	Average time that an agent put an inbound call on hold.	Average of Hold Duration (Call Direction = inbound)
Avg Work Time Inbound	Average time that an agent was engaged after disconnecting or transferring an inbound call.	Average of Wrapup Duration (Call Direction = inbound)
Outbound Calls	Calls that an agent made. This includes both connected and attempted calls.	Count of Contact Session ID (Call Direction = outdial)
Avg Call Time Outbound	Average time that an agent was engaged in an outbound call.	Average of Connected Duration (Call Direction = outdial)
Max Call Time Outbound	Maximum time that an agent was engaged in an outbound call.	Maximum Connected Duration (Call Direction = outdial)
Transfer In	Calls that were transferred to an agent. 'Transfer In' count increases when a consult transfer occurs.	Sum of Agent Transferred In Count
Transfer Out	Calls that an agent transfered out. 'Transferred Out' count increases when a blind transfer occurs.	Sum of Agent To Agent Transfer Count + Sum of Agent To DN Transfer Count + Sum of Agent To Queue Transfer Count + Sum of Agent To Entrypoint Transfer Count
Conference	Conference calls in which an agent participated.	Sum of Conference Count

Agent Detail Report

The Agent Detail Report presents information about Automatic Call Distribution (ACD) and non-ACD calls that agents received or dialed.

Report Path: Stock Reports > Transition Reports

Output Type: Table

Parameter	Description	Formula
Agent Name	Name of an agent.	Value of Agent Name
Extension	Endpoint (number, e-mail, or chat handle) on which an agent received calls, chats, or emails.	Value of Agent Endpoint (DN)
Call Start Time	Date and time when the call started.	Value of Contact Start Timestamp
Call End Time	Date and time when the call ended.	Value of Contact End Timestamp
Duration	Elapsed time between the call start time and the call end time.	Call End Time - Call Start Time
Called Number	DNIS digits delivered with the call. The telephone company sends a Dialed Number Identification Service (DNIS) digit string that contains the caller's phone number.	Value of DNIS
Call ANI	ANI digits delivered with a call. The telephone company sends an Automatic Number Identification (ANI) digit string that contains the caller's phone number.	Value of ANI
Call Routed CSQ	Name of the queue that held the calls waiting for an agent.	Value of First Queue Name
Other CSQs	Name of the final queue where the call waited for an agent when there were multiple queues used.	Value of Final Queue Name
Call Skills	Skills that were associated with the queue that handled the call.	Value of Skills
Talk Time	Elapsed time between the time an agent connected to the call and the time the call was disconnected or transferred, not including the hold time.	Value of Connected Duration
Hold Time	Total amount of time that an agent put the calls on hold.	Value of Hold Duration
Work Time	Total amount of time that an agent was engaged after disconnecting or transferring a call.	Value of Wrapup Duration
Call Direction	Indicates if the call was an inbound call or an outbound call.	Value of Call Direction

Agent Summary Report

The Agent Summary report contains one row for each agent. Each row contains a summary of the activities of an agent.

Report Path: Stock Reports > Transition Reports

Output Type: Table

Parameter	Description	Formula
Agent Name	Name of an agent. Used as a Row Segment.
Calls Handled	Number of calls that were connected to an agent. If the agent established a conference with another agent, the value increases by one for the conferenced agent. If the agent transferred a call and the call was transferred back to the agent, the value increases by two.	Count of Wrapup Code Name
Calls Presented	Number of calls that were sent to the agent, regardless of whether the agent picked up the call. If a call was connected to an agent, transferred to another agent, and then transferred back to the original agent, the value for the original agent increases by two (once for each time the call was presented).	Count of Contact Session ID
Handled Ratio	Ratio of calls handled by an agent to the calls presented to the agent.	Calls Handled / Calls Presented
Avg Handle Time	Average handle time for all calls that the agent handled.	Total Handle Time / Calls Handled
Average Talk Time	Average time that an agent spent in a call.	Average of Connected Duration
Max Talk Time	Maximum time that an agent spent in a call.	Maximum Connected Duration
Average Hold Time	Average time that an agent put a call on hold.	Average of Hold Duration For mulitple agent sessions, the Average of Hold Duration is calculated as Total Hold Duration / Number of agent sessions on which the hold duration.
Max Hold Time	Maximum time that an agent put a call on hold.	Maximum Hold Duration
Average Work Time	Average time that an agent was engaged after disconnecting or transferring a call.	Average of Wrapup Duration
Max Work Time	Maximum time that an agent was engaged after disconnecting or transferring a call.	Maximum Wrapup Duration

Application Summary Report

The Application Summary Report presents call statistics for each application. It includes information for presented, handled, abandoned, flow-in, and flow-out calls. It also includes information about call talk time, work time, and abandon time.

Report Path: Stock Reports > Transition Reports

Output Type: Table

Parameter	Description	Formula
Entrypoint Name	Name of an entry point. Used as a Row Segment.
Calls Presented	Number of calls that were received by an application, including internal calls. It includes the number of calls that were handled by the application and the number of calls that were abandoned while in the application.	Count of Contact Session ID
Calls Handled	Number of calls that were handled by the application including internal calls.	Count of Contact Session ID (Termination Type = normal
Avg Speed of Answer	Average queue time before an agent answered a call. Calls that did not connect to an agent are not included in this calculation.	Average of Queue Duration
Avg Talk Time	Average time that an agent spent in a call.	Average of Connected Duration
Avg Work Time	Average time that an agent was engaged after disconnecting or transferring a call.	Average of Wrapup Duration
Calls Abandoned	Number of calls that were abandoned by the application.	Count of Termination Type (Termination Type = abandoned)
Avg Abandon Time	Average duration of calls before they were abandoned.	Average of Queue Duration (Termination Type = abandoned)

CSQ Activity Report by Window Duration

The Contact Service Queue (CSQ) Activity by Window Duration presents information about service levels, and the number and percentage of calls that were presented, handled, abandoned, and dequeued. It presents information for a 30-minute or 60-minute interval within the report period. The report can be filtered for specific window duration for a single day or multiple days. Unlike other reports, the time part of interval filter is considered as window duration in this report.

Report Path: Stock Reports > Transition Reports

Output Type: Table

Parameter	Description	Formula
First Queue Name	Name of the queue. Used as a Row Segment.
Interval	Time Period. Used as a Row Segment.
Start Time	Timestamp when the contact started.	Minimum Contact Start Timestamp
End Time	Timestamp when the contact ended.	Maximum Contact End Timestamp
Calls Presented	Number of calls that were routed to the queue, regardless of whether an agent picked up the call.	Count of Contact Session ID
Calls Handled	Number of calls that were handled by the queue.	Count of Contact Session ID (Termination Type = normal)
Calls Abandoned < SL	Number of calls that were abandoned within the time shown in the Service Level field.	Count of Contact Session ID (Is Within service Level = 1, Termination Type = abandoned)
Calls Abandoned	Number of calls that were routed to the queue and were abandoned.	Count of Contact Session ID (Termination Type = abandoned)
Abandon Rate	Percentage of calls that were routed to the queue and were abandoned.	Calls Abandoned / Calls Presented

CSQ Agent Summary Report

The CSQ Agent Summary Report presents information about calls that were handled in each queue for each agent. An agent can handle calls for multiple queues. This report includes the average and total talk time for handled calls, average and total work time after calls, total ring time of calls routed, number of calls put on hold, average and total hold time for calls put on hold, and number of unanswered calls.

Report Path: Stock Reports > Transition Reports

Output Type: Table

Parameter	Description	Formula
First Queue Name	Name of the queue. Used as a Row Segment.
Agent Name	Name of an agent. Used as a Row Segment.
Calls Handled	Number of calls that were answered by an agent in a queue during the report period.	Count of Wrapup Code Name
Avg Talk Time	Average time that an agent spent for calls in a queue.	Average of Connected Duration
Total Talk Time	Total time that an agent spent for calls in a queue.	Sum of Connected Duration
Avg Work Time	Average time that an agent spent after disconnecting or transferring calls in a queue.	Average of Wrapup Duration
Total Work Time	Total time that an agent spent after disconnecting or transferring calls in a queue.	Sum of Wrapup Duration
Total Ring Time	Elapsed time between the time when a call ringed and the time the call was answered by an agent, routed to another agent, or disconnected.	Sum of Ringing Duration
Avg Ring Time	Average time between the time when a call ringed and the time the call was answered by an agent, routed to another agent, or disconnected.	Average of Ringing Duration
Calls On Hold	Calls that the agent put on hold.	Sum of Hold Count
Avg Hold Time	Average time for calls that the agent put on hold.	Average of Hold Duration
Total Hold Time	Total time for calls that the agent put on hold.	Sum of Hold Duration

CSQ All Fields Report

The CSQ All Fields Report presents the queue-related data such as call statistics, service level, and key fields like Average Queue Time, Average Speed of Answer, Calls Handled, and Calls Abandoned under service level. This report combines the fields of all queue-related reports.

Report Path: Stock Reports > Transition Reports

Output Type: Table

Parameter	Description	Formula
Queue Name	Name of the queue. Used as a Row Segment.
In Service Level%	Number of calls that were answered within the Service Level threshold provisioned for the queue.	In Service Level / Calls Presented
Calls Presented	Number of calls that were routed to the queue, regardless of whether an agent picks up the call.	Count of Contact Session ID (Channel Type = telephony)
Calls Handled	Number of calls that were handled by the queue.	Count of Contact Session ID (Termination Type= normal, Channel Type = telephony)
Percentage Handled	Percentage of calls that were handled by the queue.	Calls Handled / Calls Presented
Average Handled Time	Average time for all calls that the queue handled.	Total Handle Time / Calls Handled
Max Connected Time	Maximum time that an agent spent in calls handled by the queue.	Maximum Connected Duration
Calls Abandoned	Number of calls that were routed to the queue and are abandoned.	Count of Contact Session ID (Termination Type = abandoned)
Percentage Abandoned	Percentage of calls that were routed to the queue and were abandoned.	Calls Abandoned / Calls Presented
Avg Abandoned Time	Average time that the calls spent in the queue before being abandoned.	Average of Queue Duration (Termination Type = abandoned)
Max Abandoned Time	Maximum time a call spent in the queue before being abandoned.	Maximum Queue Duration (Termination Type = abandoned)
Avg Speed of Answer	Average queue time before an agent answered a call.	Answered Time / Answered

Multichannel Agent Summary

The Multichannel Agent Summary Report presents a summary of the agent performance over inbound, outbound, chat, and email channels.

Report Path: Stock Reports > Transition Reports

Output Type: Table

Parameter	Description	Formula
Agent Name	Name of an agent. Used as a Row Segment.
In Calls Presented	Number of calls that were sent to an agent, regardless of whether the agent picked up the call.	Count of Contact Session ID (Channel Type = telephony, Call Direction = inbound)
In Calls Handled	Number of calls that were connected to an agent.	Count of Contact Session ID (Termination Type = normal, Channel Type = telephony, Call Direction type = inbound)
Handle Time Avg	Average handle time for all calls that the agent handled.	Average of Wrapup Duration (Channel Type = telephony, Call Direction = inbound)
Outdial Talk Time Max	Maximum talk time of any call that an agent handled.	Maximum Connected Duration (Channel Type = telephony, Call Direction = outdial)
Outdial Talk Time Avg	Average talk time of any call that an agent handled.	Average of Connected Duration (Channel Type = telephony, Call Direction = outdial)
Chat Presented	Number of chats that were presented to the agent.	Count of Contact Session ID (Channel Type = chat)
Chats Handled	Number of chats that the agent accepted.	Count of Wrapup Code Name (Channel Type = chat)
Chat Active Time Max	Maximum time that an agent spent in a chat.	Maximum Connected Duration (Channel Type = chat)
Chat Active Time Avg	Average time that an agent spent in a chat.	Average of Connected Duration (Channel Type = chat)
Emails Presented	Number of email messages that were presented to the agent.	Count of Contact Session ID (Channel Type = email)
Emails Handled	Number of email messages that the agent replied and forwarded. The send date and time determines whether the email message falls within the interval.	Count of Wrapup Code Name (Channel Type = email)

Change Report Column Width

By default, the column width in tabular reports is aligned with the column title length. You can change the column width dynamically while running reports. If you change the column width, the updated width is saved in your computer for your user ID. The column width remains the same even if you refresh the browser or log out and log back in using the same browser. You can reset the column width to the default width by clearing the browser cache.

If the changed column width is lesser than that of the column title, an ellipsis icon is shown.

If you change the column width, the updated width is not saved for Threshold Alerts.

Drill Down to a Portion of the Visualization

After you run a visualization in table format, you can drill down into a specific visualization component to see all the records that were involved in the computation of that portion of the visualization and perform further analytics on the data set.

The Drill Down functionality is not available for reports that are accessed through browser links and for the APS reports in the Agent Desktop.

1	Click on a table cell and then click the Drill Down icon. The Drill Down panel displays the records involved in the computation of the visualization. If you drill down on a session ID (whether it is a contact or agent session ID), it drills down to the activities composing that session.
2	To add a field or a profile variable, click an entry from the Fields or Measures drop-down list to append a new column. If you select a Field or Measure that already exists in the table, then it will not add the field again.
3	To export the report data as a Microsoft Excel or CSV file, click Export. The export option is not available for a Drill Down report with real-time data.
4	To view the Drill Down panel in a separate window, click the Launch icon.

Modify Visualization Attributes

After running a visualization, you can modify its attributes and rerun it:

1	Click Settings.
2	To show or hide the summary of column values at the table level and the top-level row segment, select the values from the Show Summary drop-down list.
3	If you want the visualization to be updated immediately, select Redraw instantly. Otherwise, the visualization will be updated only when you click the Apply button.
4	To show or hide a profile variable, click the eye icon.
5	To hide a segment, drag it to the Hidden Segments box. This capability is not available for compound visualizations.
6	To reposition a segment, drag it to a different location either within its current Segments box or to a different Segments box. This capability is not available for compound visualizations.
7	To filter a segment: Select the is in or is not in option, and specify the values to include or exclude. For more information, see Filter using a Field Select the regular expression to enter an expression to be included or excluded. Click Save. Changes are always rendered immediately when you filter a segment and when you show or hide a profile variable.
8	If the visualization is a chart, select the Settings icon to modify the visualization.

Change the Visualization Output Format

Click Settings.

Select a format from the drop-down list. The possible formats are:

Format	Description
Table	Displays data in rows and columns.
Heat Map	Displays the cell values within a table in different shades of red. The cells in white and the darkest shade of red identify the outliers. Heat Maps cannot be generated for raw reports (reports without row or column segments) or for reports that only have row segments. The Output Type drop-down list does not provide an option to generate Heat Maps for such reports.
Row Heat Map	Displays the cell values within each row in a table in different shades of red, with the darkest shade identifying the highest values within a row. Row Heat Maps cannot be generated for raw reports (reports without row or column segments) or for reports that only have row segments. The Output Type drop-down list does not provide an option to generate Row Heat Maps for such reports.
Column Heat Map	Displays the cell values within each column in a table in different shades of red, with the darkest shade identifying the highest values within a column.
Line Chart	Compares values as points connected by lines.
Bar Chart	Compares values displayed as horizontal columns.
Area Chart	Compares values displayed as shaded areas.
Pie Chart	Compares values displayed as slices of a circular graph
Sparkline Chart	Table-based rendering of variations of data displayed in a highly condensed way as miniature charts in table cells, enabling you to spot trends.

Motion Charts are no longer supported.

When you create a new report, the Motion Chart option is unavailable in the Output Type drop-down list.
When you edit an existing Motion Chart report, the Motion Chart option appears in gray in the Output Type drop-down list. Save and Preview options are unavailable.
When you run an existing Motion Chart report, the UI displays the following error:

Unable to render Motion Charts because it’s no longer supported. Save the report in a different format.

Visualization Creation Overview

This chapter describes how to create visualizations using an intuitive drag-and-drop interface.

1	Select the type of visualization: Customer Session Record Customer Activity Record Agent Activity Record Agent Session Record
2	Specify the time period that you want the visualization to cover. This constrains the number of records that will be considered during execution of the visualization.
3	The compute interval for a historical report can be either time-based or sample-based. For a time-based visualization, select a time interval. For a sample-based visualization, specify the total number of records to be considered, the frequency (the number of records to be considered in each interval), the band (the number of records to be considered in each calculation), and whether or not the calculations will be cumulative.
4	Specify what you are trying to compare as part of the visualization. This can be to compare the performance of the different agents or entry points. The Analyzer allows segmentation only by fields and not by measures. For example, segmentation by Termination Type or Agent Name is allowed, segmentation by Call Count is not allowed.
5	Define the metrics you want to see in the visualization to compare the different segments. Profiling variables are always numeric values and can be created from either fields, measures, or other profiling variables. Field: Fields can be used to create counts of records that meet specified conditions. For example, you can create a profiling variable that will provide the count of records with a Termination Type equal to normal. Measure: Measures can be used to create summations, averages, or counts. Summations and averages require no additional input. Counts work the same way as fields, and thus require conditions to be specified. For example, using Revenue as the basis for a profiling variable allows you to create a sum of the revenue, an average of the revenue, or a count of records that have a revenue greater than, less than, or equal to a given amount. Existing Profile Variable: Profiling variables can be created from other profiling variables using arithmetic formulas. For example, if you already have a profiling variable named Average revenue containing the average of revenue and another profiling variable named Handled Calls containing the count of records where Termination Type equals normal, then you can create a profiling variable containing the average revenue per call using Average revenue divided by Handled Calls.
6	This step further limits the population set to include only the records that meet the conditions you specify.
7	A visualization can be displayed as a table or chart. The chart types currently supported are Bar, Pie, Line, Area, and Motion. Additionally, you can specify display options such as titles, colors, and border widths and styles.
8	Visualizations can be executed on demand, scheduled for a one-time execution, or scheduled to run periodically. Scheduled executions post their results to the specified email recipients as a CSV or a Microsoft Excel file attachment. The following limits are applicable for scheduled reports: The maximum file size for email attachments is 10 MB. The maximum number of columns supported is 2000. You can define the execution schedule in one of the following ways: Execute now: Use Run from the view page. Execute once and email: Use the Scheduler. Specify the time and email information. Recurrence: Use the Scheduler and specify the recurrence pattern (such as daily, at 9.00 AM). The filters in the Profile Variables and the filters in the left pane on the Visualization page are different. The filters in the profile variables are applicable only to the selected profile variables of that visualization and not to the entire visualization. The filters in the left pane on the visualization page are applicable to the entire visualization. For reports with row segments, sorting of data can be done only within the respective row segment group. For example, in the Agent details report, the Agent Name is the first-row segment field. When agent names are sorted in the first column, the data displayed in the subsequent columns is associated only with the selected agent.

Create a Visualization

To create a visualization:

Select Visualization > Create New > Visualization.

The visualization creation page appears.

The Modules tab displays two panels that you can expand or collapse by clicking a panel title.

Select an option from the Type drop-down list. The possible values are Customer Session Record, Customer Activity Record, Agent Activity Record, or Agent Session Record.

You can add variables and segments to the reports.

Specify the visualization time period by selecting an option from the Start Time drop-down list in the Modules tab.

To create a realtime visualization, select Realtime.
To create a historical visualization, select a predefined date range.
To specify custom start and end dates, select Custom.

If you selected Realtime, go to 8.
If you selected Custom, select values from the Start Date and End Date drop-down lists.
If you selected Exact Date, enter a date in the field that appears, or click in the field and then select a date from the calendar controls.
If you selected one of the other options—Day of the Year, Day of the Month, 7 Days, Day of the Week, or Most Recent Day—use the controls that appear, to select the options you want.

If you specify a lengthy date range, the visualization could take a long time to run. In this case, it might be preferable to schedule the visualization rather than running it in real-time.

If the pre-defined date range you want to select is not available in the drop-down list, increase the compute interval. Small compute intervals (such as Hourly) with large date ranges (such as Last Month) result in more data than can be displayed. Therefore, such selections are not allowed.

To edit a module label, select the label text and type a new label.click the Edit () icon and on the Edit Module dialog, type a new label.

You can filter the date range by selecting an option from the Including drop-down list. The possible values are Days of a Week, Days of the Month, Weeks of the Month, or Months of the Year. Select the weekdays, days of the month, weeks, or months that you want the visualization to include.

If you are creating a time-based visualization, select a time interval from the Interval drop-down list in the Compute panel. The possible values are: None, 15 Minutes, 30 Minutes, Hourly, Daily, Weekly, or Monthly.

The available options vary depending on the length of the date range. Small compute intervals (such as 15 Minutes, 30 Minutes, or Hourly) are not available if the specified date range is lengthy (such as Last Month).

If you are creating a sample-based visualization, select First or Last from the Records drop-down list in the Compute panel, and in the text box, enter the total number of records to be considered in the visualization.

You can also define the following:

Frequency: The number of records to be considered per interval.
Band: The number of records to be considered per calculation.
Cumulative: To calculate the number of records.

If you selected Realtime as the visualization time period, select values from the drop-down lists that become available in the Compute panel.

Parameter	Description
Duration	Select None for a snapshot of the current contact center activity. - OR - Select a specific time interval (of 5, 10, 15, or 30 minutes) for a view that looks back from the current moment to the most recent 5, 10, 15, or 30 minutes. - OR - Select Start of Day for a view of all activities that occurred since midnight. - OR - Select Custom for a view that looks back from the current moment to up to fourteen days in the past.
Refresh Rate	Select a value to specify how often the data in the visualization will be refreshed. If you have specified the duration as Start of Day or Custom, select Minutes; otherwise, select Seconds.
Interval	If you have specified the duration as Start of Day or Custom, the Interval drop-down list appears, enabling you to select a time interval (None, 15 Minutes, 30 Minutes, or Hourly).
Look Back (D-H-M)	If you have specified the duration as Custom, the Look Back settings appear. Enter the number of days, hours, and minutes from the current moment you want the visualization to look back to. You can specify up to 14 days.

To specify either Row Segments or Column Segments, click the Add Row Segments or Column Segments icon. Drag and drop a field or an enhanced field listed in the canvas area. Repeat this step for each segment you want to add.

Fields can be added as either Row Segments or Column Segments. For charts, only the first segment is used.

High cardinality fields such as Contact Session ID and Agent Session ID contain a large set of unique values. When you select these fields as row or column segments while creating a new report or modifying an existing report, a large amount of data is fetched. To avoid this, a pop-up prompts you to add specific filters to decrease the amount of data fetched. You can also ignore the message and continue to save the visualization.

The prompt appears when you select the high cardinality fields as row or column segment. You can resolve it by adding more filters to decrease the amount of data.

To combine multiple values of the segmentation variable into one group, you can create an enhanced field:

Right-click a value and select Create Enhanced Field.
Specify the settings for one or more groups in the dialog box that appears. For example, you could create three groups of entry points where each group represents a different product line or a different business unit.

To create a profile variable:

Click the Add Profile Variable icon. Drag and drop a field, measure, or formula listed in the New Profile Variable dialog box and do one of the following:

Type a name for the profile variable in the Name text box or leave the default text. This name will be displayed in the column header and axis labels.
If you used a field to create the profile variable, you can specify the records that you want to include in the count by dragging an item from the Fields list to the Filters area of the New Profile Variable dialog box and selecting the records to be included. For more information, see Filter Using a Field. If you used a measure to create the profile variable, select the computation that you want to perform from the Formula drop-down list. For more information, see Select a Formula for a Measure. You can specify a condition for including records by dragging an item from the Fields or Measures lists to the Filters area of the dialog box. For more information, see Filter Using a Measure.

You can also create a new formula based on a profile variable that exists in the visualization.

You can also create a new formula based on a profile variable that exists in the visualization.
If you selected a Global Variable as the profile variable, only the selected Global Variable from the Fields or Measures lists can be used as a filter of the profile variable. For more information about Global Variables (previously known as Call-Associated Data variables), see the Contact Routing chapter in the Cisco Webex Contact Center Setup and Administration Guide.

To specify the format for the profile variable, right-click the profile variable and select the Number Format option from the context menu. For more information, see Format a Profile Variable. For example, if you created a Conversion Rate profile variable, you could select Percentage as the format.

Continue creating as many profile variables as you want. In the following example, three profile variables have been created and the data is segmented under Queue ID and Agent Name header rows.

If you are creating a motion chart, you must include at least three profile variables.

To change the order of a profile variable or segment, drag its label to a different position.
To pivot across column and row segments, drag a segment label from the Column Segments box to the Row or Series Segments box, or vice versa.
To remove a profile variable or segment, click delete.

You cannot remove a profile variable used in another profile variable.

To show or hide the summary of column values at the table level and the top-level row segment, select the values from the Show Summary drop-down list.

To define the summary of column values at the table level and the top-level row segment, click Customize. For more information on Customize Report Summary, see Customize Report Summary.

To find out approximately how large the visualization will be when it is run, save the visualization and click More and select the Info button.

You can create a filter to limit the number of records that the visualization considers by default. To create a filter:

Click Add Filter in the Modules tab. Select a field or measure from the displayed lists and click Save.

- OR -

Right-click a segment in the visualization and select Create Filter.
When the new filter appears in the Modules tab, specify which values to include or exclude or, in the case of a measure, set a condition that the data must satisfy.

You cannot select more than 1000 values inside a field for a filter. If you've selected more than 1000 values, an error message appears. To remove a value, use the X button.

Specify a visualization output format. For more information, see Change the Visualization Output Format

If you are creating a compound visualization, add at least one additional module before you save the visualization.

To save the visualization, click the Save button, and in the dialog box that appears:

Select the folder.

To create a new folder, click New Folder, and enter a name for the folder.
Enter a name for the visualization and click OK.

Click Preview to view the visualization.

If you are creating visualization of the Customer Session Record type, where Interval is used as Row Segment and Contact Start Timestamp and Contact End Timestamp are used as Profile Variables from the Measures drop-down list, select the following values from the Formula drop-down list:

Minimum Contact Start Timestamp for Contact Start Timestamp
Maximum Contact End Timestamp for Contact End Timestamp

Create a Compound Visualization

A compound visualization includes two or more modules that are displayed alongside. All modules within a visualization must have identical rows or series segments, column segments, and profile variables, but can have different date ranges, intervals, and filters.

You can create a compound visualization as follows:

While creating a new visualization, by adding at least one additional module (Historical or Realtime module) before you save the visualization.
Edit an existing visualization which has only one module by adding new modules (Historical modules only).

However, if you save a visualization with more than one module, you can later delete all but one module, save the visualization and add more modules (Historical modules only).

Realtime modules can be added to a compound visualization only while creating it and before saving the visualization. You cannot edit an existing visualization to add a Realtime module.

Compound visualizations cannot be scheduled or exported and do not have pivoting capability in execution mode.

1	To add a module during visualization creation, click Add at the top of the Modules tab. In the dialog box that appears, enter a name for the module and click OK. Click Add again for each additional module you want to add. After adding a module, the visualization creation page displays the constituent visualizations side by side. You can select different date ranges, intervals, and filters for each module. Choose an interval value other than None. If None is chosen, the interval values are displayed as belonging to the year 1970.
2	To display the settings that can be customized for each module, select a module from the drop-down list at the top of the Modules tab.
3	To edit a module label, select the label text and type a new label.click the Edit () icon and on the Edit Module dialog, type a new label. The drop-down list in the Modules tab reflects the label changes.

Create a Visualization Displaying Actual Values

To display the actual values in the database without aggregation, the visualization cannot include a time interval or segmentation, and all profile variables must be configured with Value of as the formula.

The Value of option is not available in a visualization that already includes a time interval or segmentation.

To create a visualization displaying actual database values without aggregation:

Click Visualization > Create New > Visualization.
Select a Type. The possible values are Customer Session Record, Customer Activity Record, Agent Activity Record, or Agent Session Record.
Specify the visualization time period.
To add a profile variable:
- Click the Add Profile Variables, and drag and drop a field or measure in the New Profile Variable dialog box.
- In the Formula drop-down list, select the Value. Repeat for each additional profile variable you want to add.
Click Save to save the visualization. Then you can click Preview.

Create an Enhanced Field

Right-click a segment in the visualization and select Create Enhanced Field.

Specify the settings for the group as described in the following table:

Setting

Description

Default Group

Enter a name (for example, Other Entry Points) for the group that includes all the variables not included in the defined groups.

Groups

To define a group, enter a name in the Group Name:

Select values from the drop-down list.

Type a value and then press Enter.

Click Save.

Delete a Shared Enhanced Field

To delete a shared enhanced field:

Click the Add button to add the Column Segments or Row or Series Segments box to display the New Segment dialog box.
Select the enhanced field you want to delete and click the Deletebutton.
If the enhanced field is not currently in use, it is deleted.

Share an Enhanced Field

To make an enhanced field available for future use:

Click the enhanced field segment that has been added to the visualization and select Save from the context menu.
Enter a name for the enhanced field and click OK.

The saved enhanced field will now be listed in the New Segment dialog box for selection when you and other visualization designers create or edit a visualization.

Select a Formula for a Measure

The following table describes the formulas available when you use a measure to create a profile variable.

Formula	Calculates
Average	The average value.
Sum	The total value.
Count	The number of values. When you select this formula, the dialog box displays settings for specifying a condition for including records in the count. For more information, see Filter Using a Measure.
Minimum	The smallest value.
Maximum	The largest value.
Value of	The actual value in the database without aggregation.
Geometric Mean of	The nth root (where n is the count of numeric values within the specified range) of the product of the values.
Kurtosis of	The measure of whether the data are peaked or flat relative to a normal distribution.
Median	The middle value.
Population Variance of	Variance of the set of unique values.
Skewness of	How far the median is from the mean.
Standard Deviation of	The square root of the variance.
Sum of Squares	The sum of the squares of the values.
Variance of	The average of the squared differences between each value and the mean value.

Define Filters

Filter using a Field

When you run a visualization, the settings panel displays controls for specifying which records to include or exclude from the visualization.

These controls are displayed while creating or editing a visualization, when you do the following tasks:

Drag a field into the Filters area of the dialog box that appears when you create or edit a profile variable.
Click Add Filter and select a listed field in the dialog box that appears.
Right-click a segment in the visualization and select Create Filter.

To specify which field values to include or exclude, do one of the following:
- Click the regular expression radio button, and then enter a regular expression in the text box to specify the values to include or exclude. Click Save.
  
  The following examples describe regular expressions:
  - agent.* includes all field values starting with the phrase agent.
  - agent.*h includes all field values starting with the phrase agent and ending with the letter h.
  For more information about standard regular expressions, see https://www.elastic.co/guide/en/elasticsearch/reference/current/regexp-syntax.html.
- Click the is in or is not in radio button, select the values in the list that you want to include or exclude, and then click Save. Also, you can type a name of a value in the text box and click Save.
To filter the list of available values, type one or more characters in the text box. As you type, the values that match your text appear in the list for your selection. You can use * as a wildcard to represent one or more characters.
To specify an empty (blank) value, click Add.
To remove a specified value, select the value and click Delete.

Filter Using a Measure

The Analyzer displays controls for specifying which records to include in or exclude from the visualization based on the value of a measure when you do the following:

Drag a field into the Filters area of the dialog box that appears when you create or edit a profile variable.
Click Add Filter in the Modules panel (or, if you are editing a single-module visualization, the Details panel) and select a listed measure in the dialog box that appears.

To set a condition for a measure, do one of the following:

To restrict the data to values between a minimum and maximum value, select Between from the Comparator drop-down list, and then enter a minimum and maximum value in the Min and Max text boxes.

<	less than
<=	less than or equal to
=	equal to
!=	not equal to
>=	greater than or equal to
>	greater than

The minimum value is inclusive, but the maximum value is non-inclusive.

To restrict the data based on a single-sided comparison, select an operator from the Comparator drop-down list and enter a value in the Value text box.

In the following example, a condition (greater than 0) is applied to a Total Revenue measure to create a Converted profile variable.

Filters in the Run Mode

The Analyzer UI offers filtering capabilities while executing a report in the run mode.

You can choose filters while creating or editing a visualization, and also while creating a copy of the visualization.

When you run a visualization, the filters appear at the top-right corner of the visualization page. You can filter the visualization by selecting the appropriate filters without editing the report.

To add a filter to a report that shows up in run mode while creating a visualization:

Go to the Analyzer home page. Click the Visualization icon in the navigation bar.
To create a new visualization, choose Create new > Visualization.
In the create visualization page, select and drag the required fields to the Row Segments pane. The added fields are displayed as filters in the Show filter on Run Mode check box list, along with the default filters. The default filters are:
- Duration and Interval field for a Historical Report. The Interval field appears as a filter only if it is selected as a Row Segment.
- Duration field for a Real-time Report.
Select the required filter in the Show filter on Run Mode check box list by selecting the corresponding check box.

By default, all filters in the Show filter on Run Mode check box list are unchecked.
Select the required Profile Variables and Column fields, and save the new visualization in the appropriate folder.

The filters are displayed at the top-right corner of the visualization. You can now filter the visualization by selecting the appropriate filters, without editing the report.

For more information on creating a visualization, see the section Create a Visualization.

To add a filter in run mode while creating a copy of the visualization:

Navigate to Home > Visualization > Stock Reports. Select the appropriate Stock Report and click the ellipsis button to display the report options. Choose Create a Copy option.
Select the appropriate filter from the Show filter on Run Mode check box list that appears on the left pane of the visualization page.

By default, all filters in the Show filter on Run Mode check box list are checked.
Save the new report in an appropriate folder.
When you run the visualization, the filters are displayed at the top-right corner of the visualization.

For more information on creating a copy of the visualization, see the section Tasks to Perform on Visualization and Dashboard Pages.

To add a filter in run mode while editing the visualization:

Go to the visualization page. Click the ellipsis button and then select the Edit option to edit the visualization.
Select the required filter in the Show filter on Run Mode check box list that appears on the left pane of the visualization page.

By default, all filters in the Show filter on Run Mode check box list are selected.
Save the new report in an appropriate folder.
When you run the visualization, the filters are displayed at the top-right corner of the visualization.

For more information on editing a visualization, see the section Tasks to Perform on Visualization and Dashboard Pages.

A maximum of five filters can be added to be displayed in a report in the run mode.

Filters at the top-right corner of the visualization page are not supported for compound visualizations (which has two or more modules). If you edit an existing report with one module to add another module, the Show filter during run mode check box list grays out.

Create a Formula Based on a Profile Variable

You can create a new formula by applying a mathematical formula to an existing profile variable.

To create a formula based on an existing profile variable:

Formulae should not be applied on text-based fields in the value-based reports since it is not a valid operation for report generation.

Right-click a profile variable in the visualization and select New Formula from the context menu.
In the New Formula dialog box that appears, enter a name for the profile variable in the Name text box.
Select a mathematical symbol: +, –, × or ÷.
Do one of the following in the text box to the right of the mathematical symbol:
- Type a numeric value.
- Select the name of an existing profile variable from the drop-down list.

Creating and Using Shared Formulas

After you create a profile variable, you can make its formula available in the Formulas panel for use by yourself and other visualization designers.

Create a Shared Formula

To create a shared formula:

Create a Profile Variable. For more information, see Create a Visualization.
Right-click the profile variable and select Save.
Enter a name for the formula and click OK.

The formula is saved in the Formulas panel.

Edit a Shared Formula

To edit a shared formula:

Click Add Profile Variables and then double-click the name of a formula listed in the Formulas panel.
You can edit the values or add additional Fields and Measures.
Click Save.

Delete a Shared Formula

To delete a shared formula:

Click the Addbutton in the Profile Variables box, and then double-click the name of a formula listed in the Formulas panel.
Click delete.

If the formula is not currently in use, it is deleted.

Create and Format a Visualization Title

To create and format a visualization title while creating or editing a visualization:

Click the text Click to add title in the visualization canvas and enter a new title.
- To edit the title, select it and enter a new title.
- In Formatting, select Title from drop-down and enter the title text.
To customize the format of the title, select Title from the drop-down list in the Formatting tab to display the formatting options that you can customize, such as border size, style, and color; text alignment and color; margins; padding; and font size, family, style and weight.

Format a Table

To customize the format of a table:

Select Formatting, and then select Table from the drop-down list.
Change any of the following options to customize the table format:

Option	Description
Back Color	Select the background color from the color selector or enter the HTML (hexadecimal) code for a color.
Border Size	Enter a value in pixels to change the border width.
Border Style	Select a value from the drop-down list to specify the style of the border around the table or select None if you do not want a border around the table.
Border Color	Select the border color from the color selector or enter the HTML code for a color.

Format a Profile Variable

To change the text alignment, number format, or caption of a profile variable:

Do one of the following:
- Right-click a profile variable to display the context menu.
- Select a profile variable from the drop-down list in Formatting to display the number format and caption options in the tab.
Change any of the options described in the following table:

Option

Description

Caption

To change the caption, click the caption text that's displayed in the Formatting tab to select it, and enter the required caption.

This setting is available only in the Formatting tab.

Right-click to specify whether you want the data to be formatted as Integer, Number, Currency, Percentage, Date Time, or Duration, and within that category, specify how you want the data to be displayed.

Number Format

For example, when you select Percentage, you can select one of the following format options:

##.##% (12.34%)
##% (12%)

Text Align

To change the alignment of the column text, select a value from the drop-down list: Left, Center, or Right.

This setting is available only from the context menu.

Change Date Format of the Interval Field

You can edit the default date format (mm/dd/yyyy) of the Interval field while creating or editing a visualization.

1	Right click the Interval field to display the Select Date Format context menu.
2	Select the required date format from the following list: mm/dd/yyyy mm/dd/yy m/d/y dd/mm/yy d/m/y yyyy/mm/dd yyyy-mm-dd
3	Click Save. If you export a report in the .csv format and open it in Microsoft Excel, the date is displayed according to the date format that is set in Microsoft Excel. To display the dates in the exact date format that you applied for the Interval field in the visualization, open the exported CSV report in a text editor.

Format a Chart

To customize the format of a chart:

Choose Formatting > Chart.

Change any of the following options to customize the chart format:

Option	Description
Back Color	Select the background color from the color selector or enter the HTML code for a color.
Border Size	Enter a value in pixels to change the width of the border around the chart.
Border Style	Choose a value from the drop-down list to specify the style of the border around the chart or select None if you do not want a border.
Border Color	Select the border color from the color selector or enter the HTML code for a color.
Gradient Fill	To add a shade pattern to the lines, areas, or bars in a line, area, or bar chart, select the direction of the color gradient from the drop-down list.
Stacking	To display data values stacked on top of each other in a line, area, or bar chart, select Normal to stack by the data values or Percent to stack by percentages.
Axis Labels	Select a value from the drop-down list to specify whether to show or hide axis labels.
Invert Axes	Select either True or False from the drop-down list to specify whether or not to invert the axes.
Data Labels	Select a value from the drop-down list to specify whether to show or hide the data labels.
Data Labels Rotation	Select a value from the drop-down list to specify the data label rotation angle: None, 45°, 90°, or -90°.

Edit the Visualization Name

To edit the visualization name, do one of the following:

Click Visualization > > Edit from the context menu.
Click Edit Visualization Name and in the Formatting tab, select Visualization from the drop-down list to edit fields.

Customize Report Summary

You can customize a report summary at both the table level and top-level row segment group when creating or editing a visualization. The Customize option is available for visualizations that have only profile variables set as column segments. For more information about row and column segments, see Create a Visualization.

You can define following summary formulas for each of the columns in a report in the Customize Report Summary dialog box.

Formula	Calculation
NONE	No formulas are defined for the column summary. If you select NONE for all the columns in a visualization, you cannot see the table level or group level summary.
AVG	The average of the values in the column.
COUNT	The count of records in the column with values other than null.
MIN	The smallest value in the column.
MAX	The largest value in the column.
SUM	The sum total of all the values in the column.
You can also select the predefined formula to calculate only the table level summary for the column that has a formula field.

You can view the customized report summary on the Analyzer UI and exported reports in the MS Excel format. The customized report summary is not shown on Exported reports in the CSV format.
You can see the defined formula for a column summary by hovering the mouse over the Summary cells of the column on the Analyzer UI.
You can see the defined formula for a column summary in the Summary cells of the column on the exported MS Excel reports. Summary cells contain the <Summary Value>(<Summary formula>) text format.
You can customize only the table level summary for the value-based reports. If a column in a value-based report has the String type field, you can define the summary formula for the column as NONE or COUNT. If the column has Integer (Measures) type field, you can define formulas as shown in the table.

Table Level Summary

This is the footer summary of the report. You can show the summary by selecting the Table level checkbox in the Show Summary drop-down list. By default, this checkbox is selected when you create a new visualization.

For the segmented reports, when you select the Table level checkbox but do not define the summary formulas, by default the aggregation type of a column field is set as the summary formula for that column except for the following scenarios:

If a column has the formula field, by default the table level summary formula for the column is defined as CUSTOM.
If a column has the duration field, by default the table level summary formula for the column is defined as NONE.
If a column has a field of the COUNT aggregation type, by default the table level summary formula for the column is defined as SUM, which is the sum of all individual counts.

For the value based reports, when you select the Table level checkbox but do not define the summary formulas, by default the table level summary formula is set as NONE.

Group Level Summary

This is the column summary that is defined at the top-level row segment group. The group level summary option is available for visualizations that have minimum two row segments.You can show the group level summary by selecting the checkbox that shows the name of the top-level row segment in the Show Summary drop-down list. By default, this checkbox is cleared when you create a new visualization.

When you select the group level summary checkbox but do not define the summary formulas, by default the group level summary formula is defined as NONE for all columns.

Group level summary is not applicable for the value based reports.

Report Summary in Agent Details Reports

You can see the table level and group level summary in the Agent Details reports. Both table and group level summary formulas are defined based on the column aggregation type except for the following scenarios:

If a column has the formula field, by default the table level summary formula for the column is defined as CUSTOM and the group level summary formula is defined as NONE.
If a column has the duration field, by default the table level summary and group level summary formulas for the column are defined as NONE.
If a column has a field of the COUNT aggregation type, by default the table level summary and group level summary formulas for the column are defined as SUM, which is the sum of all individual counts.

Export Report Templates

You can export report templates as a single file or as folders containing multiple files. The file or folders are exported from the Analyzer to your computer. Exporting report templates helps in reusability across multiple tenants.

Export a File

To export a template file from the Analyzer server:

On the Home page, click the Visualization icon.
Select the template file that you want to export.
Click the ellipsis button.
Select Export Template from the drop-down list. If the file is exported successfully, the following message is displayed:

The report template was succesfully exported and placed in the Downloads folder.

You cannot export a report that has a long duration and less interval. Reset the Duration and Interval fields as required for real-time and historical reports to proceed further. For more information, see Create a Visualization.

The file is saved in the .JSON format.
Click Close.

Export a Folder

To export a folder from the Analyzer server:

On the Home page, click the Visualization icon.
Select the folder that you want to export.
Click the ellipsis button.
Click Export Templates from the drop-down list.
You can export up to 25 templates at a time.

When you export a folder, subfolders are not exported. You must export the subfolders separately.

If filters are applied to the report templates, the associated values and variables are removed during export. However, filter names are retained.
Click Export. If the file is exported successfully, the following message is displayed:

All the report templates in the folder are saved successfully and placed in the Downloads folder as a .zip file.

Import Report Templates

You can import report templates as a single file or as a folder containing multiple files. The file or folder can be imported from your computer to Analyzer. The import feature is available only to administrators who log in to the Analyzer UI.

The template versions are deployment-specific. You can import Webex Contact Center 1.0 report templates to Webex Contact Center 1.0 only. Similarly, Webex Contact Center report templates can be imported to Webex Contact Center only.

When you import a single template file, a corresponding visualization is created based on the template.

To avoid naming conflicts, timestamps are added when a report with the same name exists in the target folder.

Import a File

To import a template file to Analyzer:

On the Home page, click the Visualization icon.
Click Import.
Click Browse to select the file (.CSV format) to be imported.
Click Import. If the file was imported successfully, the following message is displayed:

The file was imported successfully.
Click Close.

Import a Folder

To import a template folder to Analyzer:

On the Home page, click the Visualization icon.
Click Import.
Click Browse to select the folder (.zip format) to be imported.

The total number of templates in the .zip file cannot exceed 25.
Click Import. If the folder was imported successfully, the following message is displayed:

The folder was imported successfully.
Click Close.

Schedule reports during migration

With this feature, you can efficiently migrate from Webex Contact Center 1.0 to 2.0 without disrupting report scheduling. This feature ensures operational and business continuity for reporting during migration, providing access to reports for both older and newer versions. Throughout the migration process, the following scheduled jobs will remain unaffected:

Schedules created in 1.0 will continue to run from the 1.0 application
Schedules created in 2.0 will seamlessly run from the 2.0 application

Type of Records Available in Each Repository

The following table describes the type of records aggregated in each customer and agent activity and session repository.

Record Type	Description	Examples
Customer Activity Record	Represents an atomic step in the customer workflow	Customer in IVR or queue, talking to agent, on hold Customer on home page, product page, checkout page
Customer Session Record	Represents the customer workflow, consisting of a sequence of customer activities	Customer call to a call center Customer visit to a Web site Customer visits Web site and chats with agent Customer sends email and agent responds
Agent Activity Record	Represents an atomic step in the agent workflow	Agent idle, available, talking, wrapping up Agent offline, dialing, talking, entering notes Agent idle, available, chatting, wrapping up Agent offline, reading email, responding, wrapping up
Agent Session Record	Represents the agent workflow, consisting of a sequence of agent activities	Agent handles a service call and logs an incident Agent places an outbound call and sets up a meeting Agent chats with a customer and answers a question Agent reads and responds to a customer email
Queue Record	Lists the standard fields and measures aggregated at Queue level	Call statistics, such as calls presented, handled, abandoned, and dequeued Service Levels, such as Average Queue Time, Average Speed of Answer, and Average Abandoned Time

When an agent uses consult operations (consult to DN, agent, or queue), once the consulted party answers, the agent completes the call transfer and wraps up. The customer and consulted party then continue the call, and the Customer Session Record (CSR) continues updating until either the customer or consulted party disconnects.

The following sections provide more detail about record contents:

Standard CSR and CAR Fields and Measures

Customer Session Repository (CSR)

The standard fields and measures aggregated in the CSR are described in the following sections:

Column Name	Description	Field or Measure	Data Type
Abandoned SL Count	Number of calls that got terminated while in queue within the Service Level threshold provisioned for the queue or skill.	Measure	Integer
Abandoned Type	The Abandoned Type is set when the call is abandoned. The following values show the states of the call when abandoned. new queue treatment agent-connect Checks the previous event before the ended event and sets the value accordingly. For instance, if the previous event before the ended event is parked, the Abandoned Type is set to 'queue'.	Field	Integer
Abandonment Reason	Reason for the call abandonment. The abandonment reason can be one of the following: Agent Left: The agent ended the call. Customer Left: The customer ended the call. Queue Timeout: The call ended because it was queued for longer than the configured timeout in a queue. System Error: The call ended because of system errors. Agent Disconnected: The call ended because the agent was disconnected from the call. Blind Transfer Failed: The inbound call ended because the call contact transfer to either an external or third-party Dial Number (DN) through the Interactive Voice Response (IVR) without agent intervention failed. RONA Timer Expired: The outbound call ended because the agent was unable to answer the call. Interaction Cleanup: The contact was cleaned up for serviceability or troubleshooting purpose.	Field	String
Activity Span	The amount of time, in milliseconds, that a customer was engaged in the session.	Measure	Long
Agent Endpoint (DN)	The endpoint (number, email, or chat handle) on which an agent receives calls, chats, or emails.	Field	String
Agent Hangup Count	Number of times an agent hung up a call.	Measure	Integer
Agent ID	A string that identifies an agent.	Field	String
Agent Leg Blob ID	String identifier for the blob that contains the recording of the agent's side of the call.	Field	String
Agent Login	Login name using which an agent signs in to the Agent Desktop.	Field	String
Agent Name	The name of the agent who answers customer calls, chats, and emails.	Field	String
Agent Session ID	A string that identifies an agent’s login session.	Field	String
Agent System ID	A string that identifies an agent.	Field	String
Agent To Agent Transfer Count	The number of times an agent transferred inbound contacts to another agent after consult.	Measure	Integer
Agent To Entrypoint Transfer Count	Number of times a call was transferred from an agent to an EP.	Measure	Integer
Agent To Queue Transfer Count	Number of times a call was transferred from an agent to a queue.	Measure	Integer
Agent Transfered In Count	Number of times a call was transferred to an agent.	Measure	Integer
Automatic Number Identification (ANI)	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.	Field	String
BargedIn Count	Barged in count. The count is incremented across callLeg for Barged In event until barge-ended event is received.	Measure	Integer
BargedIn Duration	Duration (in milli-seconds) between barged-started and ended events.	Measure	Long
BargedIn Failed Count	Count of barged-failed events.	Measure	Integer
Blind Transfer Count	The number of times a call was transferred by an agent to another agent or an external DN (Dial Number) via a blind transfer.	Measure	Integer
Bot Name	Name of the bot.	Field	String
Callback Agent Name	Name of the agent making the callback.	Field	String
Callback Connected Time	Time at which the callback was connected between the agent and the customer.	Measure	Long
Callback Number	Number based on the ANI or the number that was configured in the workflow.	Field	String
Callback Queue Name	Name of the queue used for callback.	Field	String
Callback Request Time	Time at which the customer opted for the callback.	Measure	Long
Callback Team Name	Name of the team to which the agent who does the callback, belongs to.	Field	String
Call Completed Count	Number of calls that were completed.	Measure	Integer
Call Direction	Indicates whether the call is an inbound call or an outbound call.	Field	String
Caller Leg Blob ID	String identifier for the blob that contains the recording of the caller side of the call.	Field	String
Call Escalated to Queue	Indicates whether the call was escalated to queue.	Measure	Integer
Call Paused Count	Number of times a call was in paused state.	Measure	Integer
Call Progress Detection	Represents the call progress detection (CPD) value returned from telephony for outdial call.	Field	String
Call Resumed Count	Number of times a call was resumed.	Measure	Integer
Campaign Id	ID of the campaign.	Measure	Integer
Campaign Name	Name of the campaign created.	Measure	String
Campaign Status	Status of the campaign call—either success or failure.	Measure	String
Chained In To Entrypoint Count	Calls transferred from one EP to another.	Measure	Integer
Chained In To Queue Count	Calls moved from EP to Queue.	Measure	Integer
Channel ID	ID assigned to the media channel to which the agent is logged in.	Field	String
Channel Type	Number of media channels to which agents are currently logged in.	Field	String
Chat Exit Reason	Reason to leave the customer chat.	Measure	String
Chat Note	Summarizes the customer conversation with an agent.	Field	String
Chat Priority	Priority for chat.	Field	String
Chat Reason	Reason why the customer is in chat with the support team.	Field	String
Conference Count	Number of times an agent established a conference call with the caller and another agent.	Measure	Integer
Conference Duration	The amount of time an agent spent in conference with a caller and another agent.	Measure	Integer
Connected Count	Number of times the contact was in connected state (that is, talking).	Measure	Integer
Connected Duration	Duration of connected (talking) state within this interaction.	Measure	Long
Consult Count	Number of times an agent initiated a consult call with another agent or someone at an external number while handling a call.	Measure	Integer
Consult Duration	The amount of time an agent spent consulting with another agent while handling a call.	Measure	Integer
Consult Ep Count	Number of calls that went for consult to EP.	Measure	Integer
Consult Ep Duration	Duration in milli-seconds, for consult to EP.	Measure	Long
Contact Count	Number of contacts.	Measure	Integer
Contact End Timestamp	Time when the contact ended.	Measure	Long
Contact Reason	Reason why the customer is contacting the call center.	Field	String
Contact Session ID	A unique string that identifies the contact session.	Field	String
Contact Start Timestamp	Time when the contact started.	Measure	Long
CSAT Score	Customer satisfaction score.	Measure	Integer
CTQ Count	Number of consult-to-queue within an interaction.	Measure	Integer
CTQ Duration	Total duration spent on consult-to queue within an interaction.	Measure	Integer
Current State	Current state of the contact.	Field	String
Customer Email Address	Email address of the customer.	Field	String
Customer Name	Name of the customer.	Field	String
Customer Phone Number	Phone number of the customer.	Field	String
Dialed Number Identification Service (DNIS)	DNIS digits delivered with the call. DNIS is a service provided by the phone company to deliver a digit string indicating the number that the caller dialed from, along with the call.	Field	String
Email BCC List	List of BCC for the email.	Field	String
Email Body	Body of the email.	Field	String
Email CC List	List of CC for the email.	Field	String
Email Content	Content of the email.	Field	String
Email Content Type	Content type of the email.	Field	String
Email Date	Date on which the email was received.	Field	String
Email Disposition	Indicates that the email message doesn't require retention or are kept as long as needed by the agent, but can be deleted any time.	Field	String
Email Full Message	Full message of the email.	Field	String
Email Message Deleted	Email message that was deleted.	Field	String
Email Message Id	A unique string that identifies the email message.	Field	String
Email Meta Data	Additional information attached to an email message that contains details about the message and its transmission.	Field	String
Email Ref	Reference of the email.	Field	String
Email Reply Body	Body of the reply to the email.	Field	String
Email Reply Content	Content type of the reply to an email.	Field	String
Email Reply To	Reply to the sender of the email.	Field	String
Email Sent Flag	Flag that indicates whether email was sent.	Field	String
Email Subject	Subject of the email.	Field	String
Email To List	List of recipients of the email.	Field	String
Entrypoint (EP) ID	ID assigned to an entry point.	Field	String
Entrypoint Name	Name of the EP, which is the landing place for customer calls on the Webex Contact Center system. One or more toll-free or dial numbers can be associated with a given EP. IVR call treatment is performed while a call is in the EP. Calls are moved from the EP into a queue and are then distributed to agents.	Field	String
Entrypoint System ID	ID assigned to an EP.	Field	String
Entrypoint To Entrypoint Transfer Count	Number of times a call was transferred from an EP to another EP.	Measure	Integer
External ID	This is a reference to the call in an external system.	Field	String
Failed Callback Retry Count	The number of times a callback retry failed.	Measure	Integer
Feedback Comment	Customer feedback.	Field	String
Feedback Survey OptIn	Indicates whether the customer has opted for feedback.	Field	String
Feedback Type	The type of survey that the customers have opted for (Inline survey or Deferred survey).	Field	String
Final Queue ID	ID of the the queue to which the call was queued to in the Webex Contact Center system.	Field	String
Final Queue Name	Name of the the queue to which the call was queued to in the Webex Contact Center system.	Field	String
Final Queue System ID	ID of the queue in which the task is lined up.	Field	String
First Queue ID	ID of the first queue in which the task is lined up.	Field	String
First Queue Name	Name of the the first queue parked in the Webex Contact Center system.	Field	String
First Queue System ID	ID of the first queue in which the task is lined up.	Field	String
Full Monitoring Count	Number of calls that were completely monitored.	Measure	Integer
Global_FeedbackSurveyOptIn	Indicates whether the customer has opted to participate in (opt-in) or not participate in (opt-out) a post call survey.	Field	String
Global_Language	Indicates the language that a customer uses in the flow. The default value is en-US.	Field	String
Global_VoiceName	Indicates the output-recorded name used in the flow. The default value is Automatic. When the value is Automatic, dialogflow chooses the voice name for a given language.	Field	String
Handle Type	Shows how the call was handled: short, abandoned, or normal.	Field	String
Has Callback	Indicates whether the customer has requested for a call back.	Measure	Integer
Hold Count	Number of times an agent put an inbound caller on hold.	Measure	Integer
Hold Duration	Total duration for which a call was on hold.	Measure	Integer
Inbound Transcript	Entire chat transcript or inbound email transcript.	Field	String
Is Barged	Indicates whether the call was monitored. Supported values are 0 and 1. 1 indicates that the call was monitored.	Field	Integer
Is Campaign	Indicates whether the call was a campaign call.	Measure	Integer
Is Coached	Indicates whether an agent is being coached.	Measure	Integer
Is Contact Handled	Flag that indicates whether the contact was handled by an agent. Supported values are 0 and 1.	Measure	Integer
Is Current Session	Flag that indicates whether the session is an active session. Supported values are 0 and 1. The value 1 indicates that the session is active.	Measure	Integer
Is Handled By Preferred Agent	Indicates whether the contact was handled by preferred agent.	Measure	Integer
Is Monitored	Flag indicates whether the call is being monitored. Supported values are 0 and 1.	Measure	Integer
Is Offered	Indicates whether the call was offered to an agent. Supported values are 0 and 1. 1 indicates that the call was offered to an agent.	Measure	Integer
Is Outdial	Flag that indicates whether this was an outdial contact or not. Supported values are 0 and 1.	Measure	Integer
Is Recorded	Flag that indicates whether the contact was recorded. Supported values are 0 and 1.	Field	Integer
Is Recording Deleted	Flag that indicates whether the recording has been deleted.	Measure	Integer
Is Within Service Level	Flag that indicates whether the call is within the service level threshold. Supported values are 0 and 1. Service level threshold for each queue is configured when creating or editing a queue via the Provisioning module in the Management Portal, under the Advanced Settings section of the Queue window. The call is considered within the service level when the call is connected to an agent within the service level threshold specified for that queue. In this scenario, Is Within Service Level is set to 1. The call is considered within the service level when the call is connected to the agent directly (straight transfer) without being parked in a queue. In this scenario, Is Within Service Level is set to 1. The call is considered outside the service level if the queue (plus ringing) duration is greater than the service level threshold specified for that queue. In this scenario, Is Within Service Level is set to 0. The self-service call (a call that has not reached any queue) (with termination type = self_service or short) will also have Is within Service Level set to 0. Is Within Service Level is calculated on the first queue before the call is connected to an agent, abandoned, or sent to overflow. Service level calculations for callbacks consider only the time spent in the initial queue, from call placement to callback request. The subsequent queue time for the callback itself is excluded from these calculations.	Measure	Integer
IVR Count	Number of times the contact was in IVR state.	Measure	Integer
IVR Duration	The amount of time, in minutes, during which a call was in IVR state.	Measure	Integer
IVR Ended Count	Number of times the contact was ended in IVR state.	Measure	Integer
IVR Script ID	A string that identifies IVR.	Field	String
IVR Script Name	The name of the flow in the Call Control section of the routing strategy configuration.	Field	String
IVR Script Tag ID	A string that identifies the IVR's flow tag.	Field	String
IVR Script Tag Name	The name of the flow tag in the Call Control section of the routing strategy configuration.	Field	String
IVR Summary	Summary of the number of contacts in the IVR.	Field	String
Last Callback Status	Status of the callback—either success or not processed.	Field	String
LCM Contact	List and Campaign Manager (LCM) contact details.	Field	String
Midcall Monitoring Count	Number of calls for which monitoring started midcall.	Measure	Integer
Monitor End TimeStamp	Timestamp at which the supervisor ended the monitoring.	Measure	Long
Monitor Full Name	Name of the supervisor who is monitoring the call.	Field	String
Monitoring Duration	Duration in milli-seconds for which a call is monitored.	Measure	Long
Monitoring Error Count	Count of monitoring-error events.	Measure	Integer
Monitoring Hold Count	Count is incremented in case of a monitoring-hold event. This count is incremented across callLeg until monitoring-unhold event is received.	Measure	Integer
Monitoring Hold Duration	Duration in milli-seconds for which a call is on hold during monitoring.	Measure	Long
Monitoring URI	URI of the supervisor	Field	String
Monitor Status	Indicates if call is being monitored. The status of the monitoring session could be one of the following: Request Pending: The request is submitted. Monitoring: The supervisor has picked up the phone.	Field	String
Monitor TimeStamp	Timestamp at which the supervisor started the monitoring.	Measure	Long
Monitor Type	Type of monitoring.	Field	String
Monitor User Id	ID of the supervisor who monitors the call.	Field	String
Monitor User System Id	ID of the supervisor who monitors the call.	Field	String
Monitor Visibility	Indicates whether the monitoring session is being displayed on the Management Portal for other users. To prevent the monitoring session from being displayed on the Management Portal for other users, check the Use Invisible Mode check box.	Measure	Integer
Name of Activity	Shows the name of the activity such as CVA, Play Prompt, Menu, and Queue.	Field	String
Number of Opt-outs	The number of customer contacts that opted out of a particular queue on the given date.	Measure	Integer
Outbound Transcript	Outbound email transcript.	Field	String
Outbound Type	Indicates whether the call is an inbound call or an outbound call.	Field	String
Outdial Consult Count	Number of times the call had any kind of consult within an outdial interaction.	Measure	Integer
Outdial Consult Ep Count	Number of times the call had a consult to Entry Point within an outdial interaction.	Measure	Integer
Outdial Consult Ep Duration	Duration in milli-seconds for consult to EP-DN in case of outdial call.	Measure	Long
Outdial CTQ Count	Number of times the call had a consult-to-queue within an outdial interaction.	Measure	Integer
Overflow Count	Count of calls overflown in queue.	Measure	Integer
Paused Duration	The amount of time in milli-seconds during which a call was in pause state.	Measure	Integer
Preferred Agent Name	Name of the preferred agent who made the callback to the contact in queue.	Field	String
Preferred Agent System Id	A string that identifies preferred agent.	Field	String
Previous Agent ID	A string that identifies an agent.	Field	String
Previous Agent Name	Name of an agent, that is, a person who answers customer calls.	Field	String
Previous Agent Session ID	A string that identifies an agent’s login session.	Field	String
Previous Queue ID	ID of the queue associated with the interactions.	Field	String
Previous Queue Name	Name of the queue associated with the interactions.	Field	String
Questions Answered	Number of questions answered as part of IVR post call survey.	Measure	Integer
Questions Presented	Total number of questions posted to the customer as a part of IVR post call survey.	Measure	Integer
Queue Count	Number of queues that the contact entered in its entirety.	Measure	Integer
Queue Duration	The amount of time, in seconds, that a contact spent in queue waiting.	Measure	Integer
Queue To Entrypoint Transfer Count	Number of times a call was transferred from a queue to an EP.	Measure	Integer
Queue To Queue Transfer Count	Number of times a call was transferred from a queue to another queue.	Measure	Integer
Realtime Update Timestamp	The time when the realtime process updated the record.	Measure	Long
Reason	Reason for ending the call. The reason can be one of the following: Agent Ends: The agent did not answer the call within the configured RONA timeout duration. Agent Left: The agent ended the call. Agent Unavailable: The agent was unavailable while placing an Outdial voice call. No Answer From Agent: The Agent's phone was busy when placing an Outdial voice call. Customer Busy: The called line is detected as busy. Customer Left: The customer ended the call. Customer Unavailable: The customer phone number is not registered. No Answer From Customer: The customer did not answer within the configured RONA timeout duration. Not Found: The user ID does not exist at the domain specified in the Request-URI or the domain in the Request-URI does not match any of the domains that are handled by the recipient of the request. Participant Invite Timer Expired: The call was ended because the agent device could not be invited to or notified about the call within the configured timeout duration. Queue Timeout: The call was queued for longer than the configured timeout in a queue. RONA Timer Expired: The agent was unable to answer the call within the configured RONA timeout duration. Media Provider RONA Error: A system error occurred while placing a call to an Agent, Supervisor, or DN. The system could not reach the called party due to a path error. Interaction cleanup: The contacts that are stuck are cleaned up by the system. Bad Request: The server cannot understand the request due to invalid syntax. System Admit Failed: The system is unable to place the incoming call in queue. System Errors: The call ends due to system errors. No Route Destination: This message indicates that the called party can't be reached because the network through which the call has been routed does not serve the desired destination. FS System Restarted: In the Real-Time Media Server (RTMS) environment, Freeswitch (FS) serves as the media server. If an FS instance crashes or undergoes a restart, all call sessions handled by that instance will be terminated, with the reason cited as FS_SYSTEM_RESTARTED. System Disconnected the Contact: The system disconnects the contact and provides this call end reason when a call is Blind Transferred to an unreachable phone.	Field	String
Recording Count	The number of times a call was recorded.	Measure	Integer
Recording Deleted Timestamp	Time when the recording was deleted.	Measure	Long
Recording Error Count	Count of recording error events.	Measure	Integer
Recording File ID	Unique ID of the recording file.	Field	String
Recording File Size	Represents the size of the recorded file.	Measure	Long
Recording Location	Location of the conversation record file.	Field	String
Routing Type	The routing type used to route the contacts to the agent.The routing type can be skillBased or Longest Available.	Field	String
Sequence of Activity	A string with the sequence of flow activities the interaction went through separated by comma.	Field	String
Short in IVR Count	Indicates if a call was terminated as short while in IVR state. A call is considered short if terminated within the configured Short Call Threshold, calculated from the start of the call.	Measure	Integer
Short In Queue Count	Indicates if a call was terminated as short while in parked state. A call is considered short if terminated within the configured Short Call Threshold, calculated from the start of the call.	Measure	Integer
Silent Monitoring Count	Number of times a contact was silently monitored.	Measure	Integer
Site ID	ID assigned to a call center location. The field displays N/A until the call is connected to an agent.	Field	String
Site Name	Call center location to which a call was distributed. The field displays N/A until the call is connected to an agent.	Field	String
Site System ID	The ID assigned to a call center location. The field displays N/A until the call is connected to an agent.	Field	String
Source of Callback	The source of the callback. The source of a callback can be web, chat, or IVR.	Field	String
Stereo Blob ID	String identifier for the blob that contains recording of the call in stereo.	Field	String
Sub Channel Type	The Social Channels (Facebook and SMS) are displayed with statistics.	Field	String
Sudden Disconnect Count	Indicates if the call was terminated with a sudden disconnect. A call is considered suddenly disconnected if it is terminated within the configured sudden disconnect threshold after connecting to an agent (timer starts on agent connect)	Measure	Integer
Survey Completed	Indicates if the survey was completed during the interaction.	Measure	Integer
Team ID	ID assigned to a team. The field displays N/A until the call is connected to an agent.	Field	String
Team Name	A group of agents at a specific site who handle a particular type of call.	Field	String
Team System ID	The ID of the team that the agent handled the contact belongs to. The field displays N/A until the call is connected to an agent.	Field	String
TenantId	Id assigned to the tenant.	Field	String
Terminated By	Indicates the party that terminated the interaction. The terminating end can be one of the following: Agent: The agent terminated the interaction. Customer: The customer terminated the interaction. System: The call was terminated during or after IVR processing because of the following reasons: Errors while adding a contact to the queue Errors while fetching the routing-strategy for a new contact in the Outdial flow Errors while parking a contact in the queue Errors while assigning an agent to the parked contact within the configured timeout period Errors while escalating a call to an agent Errors while fetching the routing-strategy for processing the contact hand-off to a destination flow Errors while assigning a contact to an agent even after the agent accepts the offer, due to an error in Media Errors due to crossing the maximum vteam transition allowed limit Errors due to special scenarios of the RONA timeout during the Blind Transfer activity Internal cleanup events (InteractionCleanup or ContactCleanup)	Field	String
Termination Type	A text string specifying how a call was terminated.	Field	String
Total Monitoring Count	Number of times a contact was monitored.	Measure	Integer
Total Outdial CTQ Time	Total duration spent on consult-to queue within an outdial interaction.	Measure	Long
Total Ringing Duration	The amount of time in milli-seconds spent by the agent in the ringing state, during the session.	Measure	Long
Transcription Available	Indicates whether transcription available(true) or not available(null).	Measure	Integer
Transcript Requested	Flag that indicates whether the customer has requested the chat transcript. Supported values are 0 and 1. The value 1 indicates that the customer has requested the chat transcript	Field	String
Transfer Count	The number of times a call was transferred by an agent.	Measure	Integer
Transfer Error Count	Count of transfer error failures.	Measure	Integer
Transfer In To Entrypoint Count	Count of calls transferred by agents to EP.	Measure	Integer
Type of Callback	The type of the callback. The callback type can be either Courtesy or Web UI .	Field	String
Whisper Coach Count	Indicates the number of times whisper coaching is initiated during a call.	Measure	Integer
Whisper Coach Duration	Duration in milli-seconds, between coach-started and ended.	Measure	Long
Whisper Coach Failed Count	Count of CoachFailed events.	Measure	Integer
Wrapup Code Name	Wrapup code that the agent gave for the interaction.	Field	String
Wrapup Code System ID	A string that identifies a Wrapup code.	Field	String
Wrapup Duration	Total time the agents spent in the Wrapup state after handling interactions.	Measure	Integer

Customer Activity Repository (CAR)

The standard fields and measures aggregated in the CAR are described in the following sections:

Column Name	Description	Field or Measure	Data Type
Activity Count	The count of the activity (CAR) record. Note: The value of this field is always set to 1.	Measure	Integer
Activity Duration	The amount of time between the start of an activity and the end of the activity. Note: This value is not populated in real-time, it is recorded after the completion of the activity.	Measure	Integer
Activity End Timestamp	The timestamp when the activity was terminated.	Measure	Long
Activity Name	Name of the activity executed in the flow. For example, QueueContact_5g0 .	Field	String
Activity Span	The amount of time, in seconds, that an agent was engaged in the activity during the specified interval.	Measure	Long
Activity Start Timestamp	The timestamp when the activity started.	Measure	Long
Activity State	Represents state of an activity.	Field	String
Activity Type	Type of the activity executed in the flow. For example, queue-contact.	Field	String
Agent Endpoint (DN)	The endpoint (number, email, or chat handle) on which an agent receives calls, chats, or emails.	Field	String
Agent ID	A string that identifies an agent.	Field	String
Agent Login	Login name with which an agent logs in to Agent Desktop.	Field	String
Agent Name	The name of an agent, that is, a person who answers customer calls, chats, and emails.	Field	String
Agent Session ID	A string that uniquely identifies an agent’s login session.	Field	String
Agent System ID	A string that identifies an agent.	Field	String
ANI	ANI digits delivered with a call. Automatic Number Identification (ANI) is a service provided by the phone company that delivers the caller’s phone number along with the call.	Field	String
Call Paused Count	Number of times a call was in the Paused state.	Measure	Integer
Call Resumed Count	Number of times a call was resumed.	Measure	Integer
Callback Request Time	The time at which the customer opted for the callback.	Measure	Long
Channel ID	The Channel ID of the agent associated with the contact.	Field	String
Channel Type	The type of media assigned to a media channel.	Field	String
Child Contact Id	The ID of the call in the case of consult to EP-DN.	Field	String
Child Contact Type	The type of the call in the case of consult to EP-DN.	Field	String
Consult EntryPoint Id	Entry point ID in the event of consult to EP-DN.	Field	String
Consult EntryPoint Name	Name of the entry point in the event of consult to EP-DN.	Field	String
Consult EntryPoint System Id	Entry point System ID in the event of consult to EP-DN.	Field	String
Contact Session ID	A unique string that identifies the contact session.	Field	String
Customer Email Address	The email address of the customer.	Field	String
Customer Name	The name of the customer.	Field	String
Destination Queue Id	Queue ID to which the call was transferred.	Field	String
Destination System Id	Queue System ID to which the call was transferred.	Field	String
DNIS	DNIS digits delivered with the call. Dialed Number Identification Service (DNIS) is a service provided by the phone company to deliver a digit string indicating the number that the caller dialed from, along with the call.	Field	String
Email BCC List	List of BCC for the email.	Field	String
Email Body	Body of the email.	Field	String
Email CC List	List of CC for the email.	Field	String
Email Content	Content of the email.	Field	String
Email Content Type	Content type of the email.	Field	String
Email Date	Date on which the email was received.	Field	String
Email Disposition	Indicates that the email message doesn't require retention or are kept as long as needed by the user, but can be deleted any time.	Field	String
Email Full Message	Full message of the email.	Field	String
Email In Reply To	Reply to the sender of the email.	Field	String
Email Message Deleted	Email message that was deleted.	Field	String
Email Message Id	A unique string that identifies email message.	Field	String
Email Meta Data	Additional information attached to an email message that contains details about the message and its transmission.	Field	String
Email Ref	Reference of the email.	Field	String
Email Reply Body	Body of the reply to an email.	Field	String
Email Reply Content	Content type of the reply to an email.	Field	String
Email Reply To	Reply to the sender of the email.	Field	String
Email Sent Flag	Flag that indicates whether email was sent.	Field	String
Email Subject	Subject of the email.	Field	String
Email To List	List of recipients of the email.	Field	String
Entrypoint ID	The ID assigned to an entry point (EP).	Field	String
Entrypoint Name	The name of the EP, which is the landing place for customer calls on the Webex Contact Center system. One or more toll-free or dial numbers can be associated with a given EP. IVR call treatment is performed while a call is in the EP. Calls are moved from the EP into a queue and are then distributed to agents.	Field	String
Entrypoint System ID	The ID assigned to an EP.	Field	String
Failed Callback Retry Count	The number of times a callback retry failed.	Field	String
Is Current Activity	Flag that indicates whether the activity is a current activity, and that activity hasn't ended. Supported values are 0 and 1.	Measure	Integer
Is Outdial	Flag that indicates whether this activity occurred while making an outdial call. Supported values are 0 and 1.	Measure	Integer
IVR Script ID	A string that identifies an IVR.	Field	String
IVR Script Name	The name of the flow in the Call Control section of the routing strategy configuration.	Field	String
IVR Script Tag ID	A string that identifies an IVR's tag.	Field	String
IVR Script Tag Name	The name of the flow tag in the Call Control section of the routing strategy configuration.	Field	String
Next State	If this isn’t a current activity, this field shows the state of the following activity.	Field	String
Paused Duration	The amount of time in mill-seconds, during which a call was in pause state.	Measure	Integer
Preferred Agent Name	Name of the preferred agent.	Field	String
Preferred Agent System Id	A string that identifies preferred agent.	Field	String
Previous Agent ID	A string that identifies an agent.	Field	String
Previous Agent Name	The name of an agent who answers customer calls.	Field	String
Previous Agent Session ID	A string that identifies an agent session.	Field	String
Previous Channel ID	ID of the previous channel.	Field	String
Previous Queue ID	ID of the previous queue.	Field	String
Previous Queue Name	Name of the previous queue.	Field	String
Previous State	This field shows the state of the previous activity.	Field	String
Queue ID	The ID assigned to a queue. The field displays N/A until the call is connected to an agent.	Field	String
Queue Name	The name of a queue, which is the holding place for calls while they await handling by an agent. Calls are moved from an EP into a queue and are then distributed to agents.	Field	String
Queue System ID	The ID assigned to a queue The value of the field displays as N/A until the call is connected to an agent.	Field	String
Realtime Update Timestamp	The time when the realtime process updated the record.	Measure	Long
Record Unique ID	Unique string that identifies this activity record.	Field	String
Routing Type	The routing type used to route the contacts to the agent.The routing type can be skillBased or Longest Available.	Field	String
Second Agent Endpoint (DN)	This field is the endpoint of the second agent, for instance in case of transfers.	Field	String
Second Agent ID	This field is the ID of the second agent, for instance in case of transfers.	Field	String
Second Agent Name	This field is the name of the second agent, for instance in case of transfers.	Field	String
Second Agent Session ID	This is the agent session ID of the second agent, for instance in case of transfers.	Field	String
Second Channel ID	This field is the channel ID of the second agent, for instance in case of transfers.	Field	String
Second Team ID	This field shows the name of the second team.	Field	String
Second Team Name	This field shows the ID of the second team.	Field	String
Site ID	The ID assigned to a call center location. The field displays N/A until the call is connected to an agent.	Field	String
Site Name	The call center location to which a call was distributed. The field displays N/A until the call is connected to an agent.	Field	String
Site System ID	The ID assigned to a call center location. The value of the field displays as N/A until the call is connected to an agent.	Field	String
Source of Callback	The source of the callback. The source of a callback can be web, chat, or IVR.	Field	String
Sub Channel Type	The Social Channels (Facebook and SMS) are displayed with statistics.	Field	String
Team ID	The ID assigned to a team. The field displays N/A until the call is connected to an agent.	Field	String
Team Name	A group of agents at a specific site who handle a particular type of call.	Field	String
Team System ID	The ID assigned to a team. The value of the field displays as N/A until the call is connected to an agent.	Field	String
tenantId	ID assigned to the tenant.	Field	String
Termination Reason	The reason for ending the contact. The reason can be one of the following: Agent Left Customer Busy Customer Left Customer Unavailable Not Found Participant Invite Timer Expired.	Field	String
Transferred to Queue	The queue name to which the call was trasferred.	Field	String
Transfer Type	The type of transfer such as Blind Transfer and Consult Transfer.	Field	String
Type of Callback	The type of the callback. The callback type can be Courtesy or Web UI.	Field	String
Wrapup Code Name	The Wrapup code that the agent gave for the interaction.	Field	String
Wrapup Code System ID	A string that identifies a Wrapup code.	Field	String

Standard ASR and AAR Fields and Measures

Agent Session Repository (ASR)

The standard fields aggregated in the ASR are described in the following table:

The Disconnected Count field is currently not used and not populated in the ASR.

Column Name	Description	Field or Measure	Data Type
Activity Span	The amount of time in seconds that an agent was engaged in the activity during the specified interval.	Measure	Long
Agent Channel ID	The ID assigned to the media channel to which the agent is logged in.	Field	String
Agent Endpoint (DN)	The endpoint (number, email, or chat handle) on which an agent receives calls, chats, or emails.	Field	String
Agent ID	A string that identifies an agent.	Field	String
Agent Login	The login name using which an agent logs in to the Agent Desktop.	Field	String
Agent Name	Name of an agent, that is, a person who answers customer calls or chats or emails.	Field	String
Agent Session ID	A string that identifies an agent’s login session.	Field	String
Agent Skills	The skill of an agent, such as language fluency or product expertise. The column shows multiple skills mapped to the corresponding skill profile, in the format: skill_name1=skill_value1,skill_name2=skill_value2	Field	Object
Agent System ID	A string that identifies an agent.	Field	String
Agent To Agent Transfer Count	The number of times an agent transferred inbound contacts to another agent after consult.	Measure	Integer
Agent Transfer To Queue Request Count	The number of times an agent requested transfer to queue (inbound only).	Measure	Integer
Available Count	The number of times an agent went into the Available state.	Measure	Integer
BlindTransfer Count	The number of times an agent transferred without consulting first.	Measure	Integer
Call Back Count	The count of callbacks done.	Measure	Integer
Channel ID	The channel ID of the channel type such as telephony, email, or chat.	Field	String
Channel Type	The media type of the contact, such as telephony, email, or chat.	Field	String
Conference Count	The number of times an agent established a conference call with the caller and another agent (inbound only).	Measure	Integer
Connected Count	The number of times an agent was in a Connected state, that is, talking to the customer, during this session (inbound only).	Measure	Integer
Consult Answer Count	The number of times an agent answered a consult request (inbound calls).	Measure	Integer
Consult Answer Duration	The amount of time an agent spent answering consult requests (for inbound calls).	Measure	Long
Consult Count	The number of times an agent consulted with another agent (inbound only).	Measure	Integer
Consult Request Count	The number of times an agent initiated a consult request (inbound calls).	Measure	Integer
Consult To EntryPoint Answered Count	The count of the number of calls answered to EP-DN for a call-leg.	Measure	Integer
Consult To EntryPoint Answered Duration	The answered duration of consult to EP-DN for a call-leg.	Measure	Long
Consult To EntryPoint Requested Count	The number of times consult was requested to EP-DN Field for a call-leg.	Measure	Integer
Consult To EntryPoint Requested Duration	The request duration of consult to EP-DN for a call-leg.	Measure	Long
CTQ Answer Count	The number of times an agent answered a consult-to-queue request (inbound calls).	Measure	Integer
CTQ Count	The number of consult-to-queue in a session.	Measure	Integer
CTQ Request Count	The number of times an agent initiated a consult-to-queue request (inbound).	Measure	Integer
Current State	The current state of an agent.	Field	String
Disconnected Count	The number of calls that were answered (that is, connected toan 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.	Measure	Integer
Disconnected Hold Calls Count	The number of calls that got disconnected while on hold during an agent session.	Measure	Integer
Email Handled Count	The number of emails handled through the channel type as email.	Measure	Integer
Email Wrapup Count	The number of times an agent was in email wrap-up state.	Measure	Integer
Historical Update Timestamp	The time when the historical process updated the record.	Measure	Long
Hold Count	The number of times calls were put on hold (inbound).	Measure	Integer
Idle Count	The number of times an agent went into an Idle state.	Measure	Integer
Is Current Session	Flag that indicates whether the session is active. Supported values are 0 and 1. The value 1 indicates that the session is active.	Measure	Integer
Login Timestamp	The time when an agent logged in.	Measure	Long
Logout Timestamp	The time when an agent logged out.	Measure	Long
Multi Media Profile Type	Thetype of blended profile configured for the agent. The blended profile types are Blended, Blended Real-time, and Exclusive.	Field	String
Not Responded Count	The number of times an agent failed to respond to an incomingrequest due to which the contact couldn’t be connected to the agent.	Measure	Integer
Outdial Agent To Agent Transfer Count	The number of times an agent transferred to another agent (outdial only).	Measure	Integer
Outdial Agent Transfer To Queue Request Count	The number of times an agent requested transfer to queue (outdial only).	Measure	Integer
Outdial Blind Transfer Count	The number of times an agent transferred a call without consulting first while in an outdial call.	Measure	Integer
Outdial Conference Count	The number of times an agent established a conference callwith the caller and another agent while in an outdial call.	Measure	Integer
Outdial Connected Count	The number of times an agent was in the Connected state while in an outdial call.	Measure	Integer
Outdial Consult Answer Count	The number of times an agent answered a consult request (outdial calls).	Measure	Integer
Outdial Consult Count	The number of times an agent consulted with another agent (outdial only).	Measure	Integer
Outdial Consult Request Count	The number of times an agent initiated a consult request (outdial calls).	Measure	Integer
Outdial Consult To EntryPoint Answered Count	The count of calls answered for Outdial Consult To EntryPoint.	Measure	Integer
Outdial Consult To EntryPoint Answered Duration	The total duration of answered calls for Outdial Consult To EntryPoint.	Measure	Long
Outdial Consult To EntryPoint Requested Count	The total count of requests for Outdial Consult To EntryPoint.	Measure	Integer
Outdial Consult To EntryPoint Requested Duration	The total duration of requests for Outdial Consult To EntryPoint.	Measure	Long
Outdial Consult Transfer Count	The number of times an agent transferred an outbound call after consult.	Measure	Integer
Outdial Count	The number of calls an agent made (dialed out) during this session.	Measure	Integer
Outdial CTQ Answer Count	The number of times an agent answered a consult-to-queue request while handling an outdial call.	Measure	Integer
Outdial CTQ Request Count	The number of times an agent initiated a consult-to-queue request while handling an outdial call.	Measure	Integer
Outdial Hold Count	The number of times calls were put on hold (outdial).	Measure	Integer
Outdial Not Responded Count	The number of times contact couldn’t be connected to the agent while making an outdial request.	Measure	Integer
Outdial Ringing 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.	Measure	Integer
Outdial Transfer Count	The number of outdial calls an agent transferred during this session.	Measure	Integer
Outdial Wrapup Count	The number of times agents went into the wrap-up state after an outdial call.	Measure	Integer
Realtime Update Timestamp	The time when the real-time process updated the record.	Measure	Long
Reason	The reason for the agent logout. The logout reason can be one of the following: Agent Logged Out: The agent clicks the Log Out button in the Agent Desktop window. Supervisor Logged Out: A supervisor logs out the agent. Admin Logged Out: An administrator logs out the agent. Machine Logged Out: The agent is logged out because of a network interruption that exceeded two minutes (unless your administrator has set a different timeout period in the system). Helpdesk Logged Out: The system logs out the agent in response to a command initiated by Cisco Webex Contact Center Operations or Technical Support. Stale Agent Logout: The agent is logged out by the periodical stale agent session cleaning task.	Field	String
Ringing Count	The number of times an agent was in a ringing state in this session (inbound only).	Measure	Integer
Session Count	The number of agent sessions.	Measure	Integer
Site ID	The ID assigned to a call center location. The field displays the N/Avalue until the call is connected to an agent.	Field	String
Site Name	The call center location to which a call was distributed. The field displays the N/Avalue until the call is connected to an agent.	Field	String
Site System ID	The ID assigned to a call center location. The field displays the N/Avalue until the call is connected to an agent.	Field	String
Skill Profile	The name of the skill profile associated with an agent.	Field	String
Sub Channel Type	The Social Channels (Facebook and SMS) are displayed with statistics. Filter: Channel Type Field: Social Used As: Row Segment	Field	String
Team ID	The ID assigned to a team. The field displays the N/A value until the call is connected to an agent.	Field	String
Team Name	A group of agents at a specific site who handle a particular type of call.	Field	String
Team System ID	The ID assigned to a team. The field displays the N/A value until the call is connected to an agent.	Field	String
TenantId	The unique identification ID of a tenant.	Field	String
Total Available Duration	The total amount of time in millli-seconds, the agent spent in the Available state.	Measure	Long
Total Conference Duration	The amount of time in milli-seconds, an agent spent in a conference call with the caller and another agent (inbound only).	Measure	Long
Total Connected Duration	The amount of time in milli-seconds, an agent spent in connected state, that is, talking to the customer, during this session (inbound only).	Measure	Long
Total Consult Answer Duration	The amount of time in milli-seconds, an agent spent on answering consult requests (for inbound calls).	Measure	Long
Total Consult Duration	The amount of time in milli-seconds, an agent spent in answering or making consult requests (for inbound calls).	Measure	Long
Total Consult Request Duration	The amount of time in milli-seconds, an agent spent on making consult requests (for inbound calls).	Measure	Long
Total CTQ Answer Duration	The amount of time in mill-seconds, an agent spent on answering consult-to-queue requests from an agent (for inbound calls).	Measure	Long
Total CTQ Duration	Total duration in milli-seconds, spent on consult-to queue within an interaction.	Measure	Long
Total CTQ Request Duration	The amount of time in milli-seconds, an agent spent on making consult-to-queue requests from an agent (for inbound calls).	Measure	Long
Total Hold Duration	The amount of time in milli-seconds, spent on hold (inbound).	Measure	Long
Total Idle Duration	The amount of time in milli-seconds, spent by an agent in Idle state.	Measure	Long
Total Not Responded Duration	The amount of time in milli-seconds, an agent spent in the Not Responding state (inbound).	Measure	Long
Total Outdial Conference Duration	The amount of time in milli-seconds, an agent spent in a conference call with the caller and another agent while in an outdial call.	Measure	Long
Total Outdial Connected Duration	The amount of time in milli-seconds, an agent spent in the Connected state while in an outdial call.	Measure	Long
Total Outdial Consult Answer Duration	The amount of time in milli-seconds, an agent spent on answering consult requests (outdial calls).	Measure	Long
Total Outdial Consult Duration	The amount of time in milli-seconds, an agent spent on answering or making consult requests (for outdial calls).	Measure	Long
Total Outdial Consult Request Duration	The amount of time in milli-seconds, an agent on spent making consult requests for outdial calls.	Measure	Long
Total Outdial CTQ Answer Duration	The amount of time in milli-seconds, an agent spent on answering consult-to-queue requests from an agent while handling an outdial call.	Measure	Long
Total Outdial CTQ Request Duration	The amount of time in milli-seconds, an agent on spent making consult-to-queue requests to an agent while handling an outdial call.	Measure	Long
Total Outdial Hold Duration	The duration in milli-seconds, for which calls were placed on hold after an outdial call.	Measure	Long
Total Outdial Not Responded Duration	The amount of time in milli-seconds, an agent spent in the Not Responding state after an outdial call.	Measure	Long
Total Outdial Ringing Duration	The duration in milli-seconds, 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.	Measure	Long
Total Outdial Wrapup Duration	The amount of time in milli-seconds, agents spent in the Wrap-up state after an outdial call.	Measure	Long
Total Ringing Duration	The amount of time in milli-seconds, spent by the agent in the Ringing state, during the session (inbound only).	Measure	Long
Total Wrapup Duration	The amount of time in milli-seconds, an agent was in the Wrap-up state after a call (inbound only).	Measure	Long
Wrapup Count	The number of agents in the wrap-up state after a call.	Measure	Integer

Agent Activity Repository (AAR)

The standard fields aggregated in the AAR are described in the following table:

Column Name	Description	Field or Measure	Data Type
Activity Count	The number of activities.	Measure	Integer
Activity Duration	The amount of time between when the agent activity started and when the agent activity ended. Note: This value is not populated in real time, it is recorded after completion of the activity.	Measure	Integer
Activity End Timestamp	The time when the agent activity ended.	Measure	Long
Activity Span	The amount of time in seconds that an agent was engaged in the activity during the specified interval.	Measure	Long
Activity Start Timestamp	The time when the agent activity started.	Measure	Long
Activity State	The state of an agent activity. Eg: Connected, Idle, Available, Ringing, etc.	Field	String
Agent Endpoint (DN)	The endpoint (number, e-mail, or chat handle) on which an agent receives calls, chats, or emails. Eg: +9189797990	Field	String
Agent ID	A string that identifies an agent.	Field	String
Agent Login	Login name with which an agent logs into the Agent Desktop.	Field	String
Agent Logged Out Due to Pending Logout	If an agent is on a call when their WebSocket connection is lost and their desktop fails to reconnect, they will be logged out once the call concludes.	Field	String
Agent Name	Name of an agent, that is, a person who answers customer calls or chats or emails.	Field	String
Agent Session ID	A string that identifies an agent’s login session.	Field	String
Agent Skills	The skills associated with an agent.	Field	String
Agent System ID	A string that identifies an agent.	Field	String
Agent-WSS-Disconnect	The agent has been moved to Idle status due to a disconnection in their WebSocket. This action prevents any calls from being allocated to the agent during this disconnected state.	Field	String
Call Back Type	The type of the callback. The callback type can be courtesy or web.	Field	String
Channel ID	The channel ID of the channel type, such as telephony, email, or chat. Note: If the agent has multiple channels assigned of the same type, each channel will have a unique ID.	Field	String
Channel Type	The media type of the contact, such as telephony, email, or chat.	Field	String
Child Contact Id	The child interaction ID is the subsequent leg in each call that has a consult to EP-DN.	Field	String
Child Contact Type	Determines the type of consult.	Field	String
Consult EntryPoint Id	Entry point ID in the event of consult to EP-DN.	Field	String
Consult EntryPoint Name	Entry point Name in the event of consult to EP-DN.	Field	String
Consult EntryPoint System Id	Entry point System ID in the event of consult to EP-DN.	Field	String
Contact Session ID	Unique identifier that identifies the contact session.	Field	String
Email Handled Count	The number of emails handled through the channel type as email.	Measure	Integer
Email Wrapup Count	The number of times an agent was in email wrap-up state.	Measure	Integer
Idle Code ID	A string that identifies an idle code.	Field	String
Idle Code Name	The name of the idle code.	Field	String
Idle Code System ID	A system-generated ID that identifies an idle code..	Field	String
Is Current Activity	Flag that indicates whether the activity is a current activity, that is, activity hasn’t ended. Supported values are 0 and 1.	Measure	Integer
Is Login Activity	Flag that indicates whether the activity is a current activity, that is, activity hasn’t ended. Supported values are 0 and 1.	Measure	Integer
Is Logout Activity	Flag that indicates whether this activity was the logout activity. Supported values are 0 and 1.	Measure	Integer
Is Outdial	Flag that indicates whether this activity occurred while making an outdial call.	Measure	Integer
Maximum Invite Failed Exceeded Limit	When an agent's device encounters issues and fails three consecutive invite requests, the agent will be transitioned to the Idle state with this error message.	Field	String
Multi Media Profile Type	Shows the type of blended profile configured for the agent. The blended profile types are Blended, Blended Real-time, and Exclusive.	Field	String
Outbound Type	Identifies the call direction type - outbound or inbound.	Field	String
Queue ID	A string that identifies a queue. The field displays the N/A value until the call is connected to an agent.	Field	String
Queue Name	A string that identifies the name of a queue.	Field	String
Queue System ID	A string that identifies a queue. The field displays the N/A value until the call is connected to an agent.	Field	String
Realtime Update Timestamp	Last timestamp when the agent activity record was updated.	Measure	Long
Record Unique ID	Unique string that identifies this activity record.	Field	String
Site ID	The ID assigned to a call center location. The field displays the N/A value until the call is connected to an agent.	Field	String
Site Name	The call center location to which a call was distributed. The field displays the N/A value until the call is connected to an agent.	Field	String
Site System ID	The ID assigned to a call center location. The field displays the N/A value until the call is connected to an agent.	Field	String
Sub Channel Type	The Social Channels (Facebook and SMS) are displayed with statistics. Filter: Channel Type Field: Social Used As: Row Segment	Field	String
Team ID	The ID assigned to a team. The field displays the N/A value until the call is connected to an agent.	Field	String
Team Name	A group of agents at a specific site who handle a particular type of call.	Field	String
Team System ID	The ID assigned to a team. The field displays the N/A value until the call is connected to an agent.	Field	String
TenantId	The unique identification ID of a tenant.	Field	String
Wrapup Code Name	The wrap-up code that the agent assigns for an interaction.	Field	String
Wrapup Code System ID	A system-generated string that identifies a wrap-up code.	Field	String

Standard Queue Record Fields and Measures

Queue Record

Analyzer enhances visualization creation by adding Queue Record as a new record type to the existing CSR, CAR, ASR and AAR record types.

A Queue Record tracks the history of a call from its arrival at an entry point or queue, whether as a new call or a transfer from another queue or entry point, until it leaves the queue, either by termination or transfer to another entry point/queue.

Queue Records capture the entire contact flow across different queues and entry points. Multiple records may be created for a single interaction if the call is routed between queues or entry points due to predefined flow configurations or agent actions such as blind or consult transfers.

The key aspects of Queue Records are as follows:

Queue Record is created when a call enters the Contact Center via an entry point.

When a contact flow changes due to a Blind/Consult transfer to an agent, (DN), queue, or entry point, the current record ends, and a new record starts.

A new record is generated for consult activities, tracking metrics such as consult count and duration, and remains active until the consultation ends, a conference is initiated, the call is transferred to another agent, or the call ends.

The standard fields and measures aggregated in the Queue Record are described in the following table:

Column Name	Description	Field or Measure	Data Type
Abandoned SL Count	Number of calls that got terminated while in queue within the Service Level threshold provisioned for the queue or skill.	Measure	Integer
Abandoned Type	The Abandoned Type is set when the call is abandoned. The following values show the states of the call when abandoned. new queue treatment agent-connect Checks the previous event before the ended event and sets the value accordingly. For instance, if the previous event before the ended event is parked, the Abandoned Type is set to 'queue'.	Field	String
Activity Span	The amount of time in seconds that an agent was engaged in the activity during the specified interval.	Measure	Long
Agent Endpoint (DN)	The endpoint (number, e-mail, or chat handle) on which an agent receives calls, chats, or emails.	Field	String
Agent ID	A string that identifies an agent.	Field	String
Agent Login	Login name, using which an agent logs in to the Agent Desktop.	Field	String
Agent Name	The name of the agent who answers customer calls, chats, and emails.	Field	String
Agent Session ID	A string that uniquely identifies an agent’s login session.	Field	String
Agent To DN Transfer Count	Number of times call was transferred from an agent to a DN.	Measure	Integer
Automatic Number Identification (ANI)	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.	Field	String
Blind Transfer Count	This count is incremented when an agent initiates a blind transfer call to a Queue or an EntryPoint.	Measure	Integer
Blind Transfer to Agent Count	This count is incremented when an agent performs a blind transfer call to another agent.	Measure	Integer
Call Direction	Indicates whether the call is inbound or outbound.	Field	String
Call Session ID	Interaction ID.	Field	String
CallLeg Count	Used to calculate the number of call-leg records per interaction.	Field	Integer
CallLeg End Timestamp	Defines the timestamp at which the call leg ends.	Field	Long
CallLeg ID	Unique ID for each call-leg.	Field	String
CallLeg Start Timestamp	Defines the timestamp at which the call leg starts.	Field	Long
Channel ID	The channel ID of the channel type.	Field	String
Channel Type	The media type of the contact, such as telephony, email, or chat.	Field	String
Child Contact Id	Child interaction Id in the case of consult to EP/DN.	Field	String
Child Contact Type	Determines the type of Consult.	Field	String
Conference Count	The number of times an agent established a conference call with the caller and another agent (inbound only).	Measure	Integer
Conference Duration	The amount of time an agent spent in conference with a caller and another agent.	Measure	Integer
Conference Success Count	The number of successful conferences initiated from the queue.	Measure	Integer
Connected Count	The number of times an agent was in a Connected state, that is, talking to the customer, during this session (inbound only).	Measure	Integer
Connected Duration	The amount of time an agent spent in a Connected state, that is, talking to the customer, during this session (inbound only).	Measure	Long
Consult to Agent Error Count	The number of times consultation with an agent failed because the destination agent could not be connected.	Measure	Integer
Consult Count	The number of times an agent consulted with another agent (inbound only).	Measure	Integer
Consult Duration	The amount of time an agent spent consulting with another agent while handling a call (inbound only).	Measure	Integer
Consult EntryPoint ID	Entrypoint ID in the event of consult to EP/DN.	Field	String
Consult EntryPoint Name	Entrypoint Name in the event of consult to EP/DN.	Field	String
Consult EntryPoint System ID	Entrypoint System ID in the event of consult to EP/DN.	Field	String
Consult To EntryPoint Count	Defines the number of times consult was done to EP/DN for that call-leg.	Measure	Integer
Consult To EntryPoint Duration	Defines the duration of consult for EP/DN for that call-leg.	Measure	Long
Consult to EP Error Count	The number of times consultation to an EP was marked as failed because no other agent participated in the consultation.	Measure	Integer
Consult to DN Error Count	The number of times consultation with a dial number (DN) failed because the destination agent could not be connected.	Measure	Integer
Consult Success Count	The number of successful consults initiated from the queue.	Measure	Integer
Contact Session ID	A unique string that identifies the contact session.	Field	String
CTQ Count	The number of consult-to-queue within an interaction.	Measure	Integer
CTQ Duration	Total duration spent on consult-to queue within an interaction.	Measure	Integer
CTQ Error Count	The number of times consultation to a queue was marked as failed because no other agent participated in the consultation. (inbound calls)	Measure	Integer
CTQ Handled Count	The number of consults initiated on the queue and successfully handled by an agent.	Measure	Integer
Current State	The current state of the contact.	Field	String
Customer Email Address	Email address of the customer.	Field	String
Customer Name	Name of the customer.	Field	String
Customer Phone Number	Phone number of the customer.	Field	String
Destination Queue ID	Queue ID to which the call was switched.	Field	String
Destination System ID	Queue System ID to which call was switched.	Field	String
Dialled Number Identification Service (DNIS)	DNIS digits delivered with the call. DNIS is a service provided by the phone company to deliver a digit string indicating the number that the caller dialled from, along with the call.	Field	String
Entrypoint ID	The ID assigned to an entry point (EP).	Field	String
Entrypoint Name	The name of the EP, which is the landing place for customer calls on the Webex Contact Center system. One or more toll-free or dial numbers can be associated with a given EP. IVR call treatment is performed while a call is in the EP. Calls are moved from the EP into a queue and are then distributed to agents.	Field	String
Global_FeedbackSurveyOptIn	Indicates whether the customer has opted to participate in (opt-in) or not participate in (opt-out) a post call survey.	Field	String
Global_Language	Indicates the language that a customer uses in the flow. The default value is en-US.	Field	String
Global_VoiceName	Indicates the output-recorded name used in the flow. The default value is Automatic. When the value is Automatic, dialogflow chooses the voice name for a given language.	Field	String
Handle Time	The total amount of time an agent handles the call. (Wrap up time + connected time)	Measure	Long
Handle Type	Shows how the call was handled. The possible values are: normal—This handle type is reported when a call is successfully connected to an agent. abandoned—This handle type is reported when the customer terminates the call before being connected to an agent. dequeued—This handle type is reported when a call is moved out of a queue before being answered. TransferToDN—This handle type is reported when a call is transferred to an external dial number (DN) via Flow or Queue-based routing. Transfer Disconnect—This handle type is reported in transfer-to-agent scenarios when a call transferred to an agent is abandoned by either the customer or the agent before it is successfully completed.	Field	String
Hold Count	The number of times an agent put an inbound caller on hold.	Measure	Integer
Hold Duration	The total duration for which a call was on hold.	Measure	Integer
Inter Queue Blind Transfer Count	The number of successful blind transfers made to the queue.	Measure	Integer
Inter Queue Consult Transfer Count	The number of consult transfers followed by successful transfers to the queue.	Measure	Integer
Is CallLeg Handled	Was the call connected to an agent in the event of consult to EP/DN.	Measure	Integer
Is Handled By Preferred Agent	Call handled by a preferred agent.	Measure	Integer
Is Outdial	Flag that indicates whether this activity occurred while making an outdial call. Supported values are 0 and 1.	Measure	Integer
Is Within Service Level	Flag that indicates whether the call is within the service level threshold. Supported values are 0 and 1. Service level threshold for each queue is configured when creating or editing a queue via the Provisioning module in the Management Portal, under the Advanced Settings section of the Queue window. The call is considered within the service level when the call is connected to an agent within the service level threshold specified for that queue. In this scenario, Is Within Service Level is set to 1. The call is considered within the service level when the call is connected to the agent directly (straight transfer) without being parked in a queue. In this scenario, Is Within Service Level is set to 1. The call is considered outside the service level if the call handle type is short or abandoned, or the call is sent to overflow, or the queue duration is greater than the service level threshold specified for that queue. In this scenario, Is Within Service Level is set to 0. Is Within Service Level is calculated on the last queue before the call is connected to an agent, abandoned, or sent to overflow.	Measure	Integer
IVR Count	The number of times the contact was in IVR state.	Measure	Integer
IVR Duration	The amount of time, in minutes, during which a call was in IVR state.	Measure	Integer
IVR Script ID	The ID for the IVR Script.	Field	String
IVR Script Name	The name of the flow in the Call Control section of the routing strategy configuration.	Field	String
IVR Script Tag ID	A string that identifies the IVR's flow tag.	Field	String
IVR Script Tag Name	The name of the flow tag in the Call Control section of the routing strategy configuration.	Field	String
Number of Opt-outs	Indicates whether the call was opted out of the queue during this call leg. A value of 1 means the call was opted out, while 0 means it was not.	Measure	Integer
Outdial Consult To EntryPoint Count	Indicates the number of times a consult-to-entrypoint was initiated within an outdial interaction.	Measure	Integer
Outdial Consult To EntryPoint Duration	The total duration spent on consult-to entrypoint within an outdial interaction.	Measure	Integer
Outdial CTQ Count	This is the count of consult-to-queue within an outdial interaction.	Measure	Integer
Outdial CTQ Error Count	The number of times consultation to a queue was marked as failed because no other agent participated in the consultation. (outbound calls)	Measure	Integer
Preferred Agent Name	The name of the preferred agent.	Field	String
Preferred Agent System ID	Generated system ID for an agent.	Field	String
Queue Count	The total number of queues that the contact entered.	Measure	Integer
Queue Duration	The amount of time, in seconds, that a contact spent in queue waiting.	Measure	Integer
Queue ID	A string that identifies a queue. The field displays N/A until the call is connected to an agent.	Field	String
Queue Name	The name of a queue, which is the holding place for calls while they await handling by an agent. Calls are moved from an EP into a queue and are then distributed to agents.	Field	String
Realtime Update Timestamp	The time when the realtime process updated the record.	Measure	Long
Reason	The reason for ending the call. The reason can be one of the following: Agent Ends: The agent did not answer the call within the configured RONA timeout duration. Agent Left: The agent ended the call. Customer Busy: The called line is detected as busy. Customer Left: The customer ended the call. Customer Unavailable: The customer's phone number is not registered. No Answer From Customer: The called line did not answer within the configured RONA timeout duration. Not Found: The user ID does not exist in the domain specified in the Request-URI or the domain in the Request-URI does not match any of the domains that are handled by the recipient of the request. Participant Invite Timer Expired: The call was ended because the agent device could not be invited to or notified about the call within the configured timeout duration.	Field	String
Routing Type	The type of routing used.	Field	String
Second Agent Endpoint (DN)	Endpoint of the second agent in the event of transfers.	Field	String
Second Agent ID	ID of the second agent in the event of transfers.	Field	String
Second Agent Name	Name of the second agent in the event of transfers. The Second Agent Name field will display N/A when transferring a call to an Endpoint or a Queue if the destination agent is unknown prior to the transfer. The Second Agent Name will be shown only when the destination agent is known before initiating the call transfer.	Field	String
Second Agent Session ID	Agent session ID of the second agent in the event of transfers.	Field	String
Second Channel ID	Channel ID of the second agent in the event of transfers.	Field	String
Second Team ID	ID of the second team.	Field	String
Second Team Name	Name of the second team.	Field	String
Service Level Threshold	SLA for a queue.	Field	String
Site ID	The call center location to which a call was distributed. The field displays N/A until the call is connected to an agent.	Field	String
Site Name	The call center location to which a call was distributed. The field displays N/A until the call is connected to an agent.	Field	String
Sub Channel Type	The Social Channels (Facebook and SMS) are displayed with statistics.	Field	String
Team ID	The ID assigned to a team. The field displays N/A until the call is connected to an agent.	Field	String
Team Name	A group of agents at a specific site, who handle a particular type of call.	Field	String
Total Ringing Duration	The total ringing duration before a call is answered.	Measure	Long
Transfer Count	Indicates the number of incoming transfers by an agent. This count is incremented at the destination point each time a call is transferred to an Agent, Queue, Endpoint (EP), or Dial Number (DN), regardless of the transfer type.	Measure	Integer
Transfer Out Count	Indicates the number of outward transfers made from one call to another.	Measure	Integer
Transfer Error Count	Count of transfer error failures.	Measure	Integer
Transferred to Queue	The name of the queue to which the call is transferred, indicating the destination queue for the call.	Field	String
Wrapup Code Name	The Wrapup code that the agent selected for the interaction.	Field	String
Wrapup Duration	The total time that the agents spent in the Wrapup state after handling the interactions.	Measure	Integer

Agent States

Table 1. Agent States
State	Description
available	Generated when the agent is ready to accept and respond to the routed contact requests. After the agent signs in, the agent must select Available from the drop-down list to accept voice call, chat, email, and social messaging conversation requests.
available-consulting	Generated when the destination agent, who is in the Available state, accepts the consult request and is added to the call.
AvailableConsultReserved	Generated when a consult request to an agent is initiated, and the destination agent is in the Available state.
conference-done	Generated when the conference call ends. This status is generated for both the agents—the one who initiated the consult request and the one who receives the call. The Conference Done state is displayed when the destination agent exits the conference call, until the agent who initiated the conference request clicks Resume to take the customer off hold.
conferencing	Generated when the conference call is in progress.
connected	Generated when the agent accepts the request and is connected with the customer.
connected-consulting	Generated when the destination agent accepts the consult request and the consult call is connected.
ConnectedConsultReserved	Generated when a consult request is forwarded to the media to perform call associated operations initiating a consult call.
consult-done	Generated when the consult call ends. This status is generated for both the agents—the one who initiated the consult request and the one who was consulted. The Consult Done state is displayed when the destination agent exits the consult call, until the agent who initiated the consult request clicks Resume to take the customer off hold.
consulting	Generated when the consult call is in progress.
ctq-ready/ctq-reserved/ctq-accepted	Generated after a consult-to-queue request is initiated, when the destination agent is available for the queued consult call.
hold-done	Generated when the agent removes the call on hold and the call is then moved back to in-progress.
idle	Generated when the agent signs in but is not ready to accept any routed requests. When the agent signs in to the desktop, the state is set to Idle by default.
idle-consulting	Generated when the destination agent, who is in the Idle state, accepts the consult request and is added to the call.
IdleConsultReserved	Generated when a consult request to an agent is initiated, and the destination agent is in the Idle state.
logged-out	Generated when the agent signs out from the desktop.
not-responding	Generated when the agent does not respond to the routed contact requests, and goes into the RONA state.
on-hold	Generated when the agent places the customer on hold by clicking the Hold button. The Call on Hold state is displayed next to the timer. Agent can click Resume to take a call off hold
ringing	Generated when the incoming call popover is being displayed at the bottom-right corner of the desktop.
wrapup	Generated when the agent clicks End or Transfer or Send button during an active interaction with a customer. The Wrap Up state is displayed until the wrap-up reasons are submitted.
vt-transfer	Generated after an agent transfers a call to an entry point or a queue through blind transfer.
skillUpdate	Generated when the management portal notifies about the skill profile or skills update for an agent.

Call States

Table 2. Analyzer Event Sequences
_{_Event}	_{_Purpose}	Next Event Expected: Y= Accepted, N= Not Accepted
_{_Event}	_{_Purpose}	_{_new}	_{_ivr-} _{_conn} _{_ected}	_{_ivr-} _{_done}	_{_parked}	_{_connect}	_{_conn} _{_ected}	_{_on-} _{_hold}	_{_hold-} _{_done}	_{_consu} _{_lting}	_{_consu} _{_lt-done}	_{_confer} _{_encing}	_{_confe} _{_rence-} _{_done}	_{_ended}	_{_recor} _{_ding-} _{_started}	_{_transf} _{_erred}	_{_monit} _{_oring-} _{_reque} _{_sted}	_{_moni} _{_toring-} _{_started}	_{_moni} _{_toring-} _{_ended}	_{_wrapup} _{_-done}	_{_update} _{_-csr-attr} _{_ibutes}
_{_no} _{_contact}	_{_{No interaction}} _{_{with the customer}}	_Y	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N
_{_new}	_{_{New interaction}} _{_{starts with the}} _{_customers}	_N	_Y	_Y	_Y	_Y	_N	_Y	_Y	_N	_N	_N	_Y	_N	_N	_N	_N	_N	_N	_Y
_{_ivr-} _{_connected}	_{_{ivr instance}} _{_{is connected}}	_N	_N	_Y	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_Y
_{_ivr-} _{_done}	_{_{ivr instance}} _{_{is completed}}	_N	_Y	_N	_Y	_Y	_N	_N	_N	_N	_N	_N	_Y	_Y	_N	_N	_N	_N	_N	_Y
_{_parked}	_{_{Call is kept in}} _{_{parked state}}	_N	_Y	_Y	_Y	_Y	_N	_N	_N	_N	_N	_N	_Y	_Y	_N	_N	_N	_N	_N	_Y
_{_connect}	_{_{New call starts}} _{_{with the}} _{_customer}	_N	_N	_N	_Y	_Y	_N	_N	_N	_N	_N	_N	_Y	_Y	_N	_N	_N	_N	_N	_Y
_{_connected}	_{_{Call in-progress}} _{_{with the customer}}	_N	_N	_N	_N	_N	_Y	_N	_N	_N	_Y	_N	_Y	_Y	_Y	_Y	_N	_N	_Y	_Y
_{_on-hold}	_{_{Call is on-hold}} _{_{with the customer}}	_Y	_N	_N	_Y	_Y	_N	_Y	_Y	_N	_Y	_N	_Y	_N	_Y	_N	_N	_N	_Y	_Y
_{_hold-done}	_{_{Call is put}} _{_{back to in-progress}} _{_{state from on-hold state}}	_Y	_N	_N	_N	_N	_Y	_N	_N	_N	_Y	_N	_Y	_Y	_Y	_Y	_N	_N	_Y	_Y
_{_consulting}	_{_{Call is put in}} _{_{consulting state}}	_N	_N	_N	_N	_N	_N	_N	_N	_Y	_Y	_N	_N	_N	_Y	_N	_N	_N	_Y	_Y
_{_consu} _{_lt-done}	_{_{Call is put back to}} _{_{in-progress state}} _{_{from consulting state}}	_N	_N	_N	_Y	_Y	_N	_Y	_Y	_N	_Y	_N	_Y	_N	_Y	_N	_N	_N	_Y	_Y
_{_confer} _{_encing}	_{_{Call is put in}} _{_{conference state}}	_N	_N	_N	_N	_N	_N	_N	_N	_N	_Y	_Y	_N	_N	_N	_N	_N	_N	_Y	_Y
_{_confer} _{_ence-done}	_{_{Call is put back to}} _{_{in-progress state from}} _{_{conference state}}	_N	_N	_N	_N	_N	_N	_Y	_N	_N	_N	_N	_Y	_N	_Y	_N	_N	_N	_Y	_Y
_{_ended}	_{_{Call with the}} _{_{customer is ended}}	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_Y	_Y
_{_recor} _{_ding-} _{_started}	_{_{Call reco}} _{_{rding started}}	_N	_N	_N	_Y	_Y	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_Y
_{_transf} _{_erred}	_{_{Call is trans}} _{_ferred}	_N	_N	_N	_N	_Y	_N	_N	_N	_N	_N	_N	_Y	_N	_N	_N	_N	_N	_Y	_Y
_{_moni} _{_toring} _{_-reque} _{_sted}	_{_{Call monitoring}} _{_{is requested}}	_N	_N	_N	_N	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_N	_Y	_N	_N	_Y
_{_moni} _{_toring-} _{_started}	_{_{Call monitoring}} _{_{is started}}	_N	_N	_N	_N	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_N	_N	_Y	_N	_Y
_{_moni} _{_toring-} _{_done}	_{_{Call monitoring}} _{_{is ended}}	_N	_N	_N	_N	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_N	_Y
_{_wrap} _{_{-up done}}	_{_{Wrapup done by}} _{_{the agent}}	_N	_N	_N	_N	_Y	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_N	_Y	_Y
_{_update} _{_-csr-attri} _{_butes}	_{_update} _{_csr-attr} _{_ibutes}	_N	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y	_Y

Flow Developer uses the Flow Designer UI to create and publish call control scripts to manage the inbound telephony contacts. The administrator maps the published flow scripts against the routing strategy. When an inbound call lands at the entry point, the flow control engine identifies the routing strategy and executes the corresponding flow script, invoking the individual flow control activities that are part of the flow script.

Call Reason Codes

Table 3. Call Reason Codes
Reason Codes	Reason	Description
400	Bad Request	The server cannot understand the request due to malformed syntax.
401	Unauthorized	The request requires user authentication.
403	Forbidden	The server understands the request, but refuses to fulfill it. Authorization does not help. Do not repeat the request.
404	Not Found	The user ID does not exist at the domain specified in the Request-URI or the domain in the Request-URI does not match any of the domains that are handled by the recipient of the request.
405	Method Not Allowed	The specified method in the Request-Line is understood, but not allowed for the address identified by the Request-URI. The response must include an Allow header field containing a list of valid methods for the indicated address.
406	Not Acceptable	The resource identified by the request generates response entities with content characteristics that are not acceptable according to the Accept header field sent in the request.
407	Proxy Authentication Required	This code is similar to 401 (Unauthorized), but indicates that the client must first authenticate itself with the proxy.
408	Request Timeout	The server cannot produce a response within the timeout duration set by the administrator.
410	Gone	The requested resource is no longer available at the server and no forwarding address is known.
413	Request Entity Too Large	The server cannot process the request because the body of the request entity exceeds the value that the server is able to process. The server may close the connection to prevent the client from continuing with the request.
414	Request-URI Too Long	The server cannot process the request because the request-URI is longer than the value that the server is able to interpret.
415	Unsupported Media Type	The server cannot process the request because the message body of the request is in a format that is not supported by the server for the requested method.
416	Unsupported URI Scheme	The server cannot process the request because the scheme of the URI in the Request-URI is unknown to the server.
420	Bad Extension	The server cannot understand the protocol extension specified in a Proxy-Require or Require header field.
421	Extension Required	The User Agent Server (UAS) needs a particular extension to process the request, but this extension is not listed in the Supported header field in the request.
423	Interval Too Brief	The server cannot process the request because the expiration time of the requested resource is too short. This response can be used by a registrar to reject a registration whose Contact header field expiration time was too small.
480	Temporarily Unavailable	User's end system is contacted successfully, but the user is currently unavailable (for example, the user is not logged in, or the Do not Disturb feature is activated.)
481	Call/Transaction Does Not Exist	The UAS received a request that does not match with any existing dialog or transaction.
482	Loop Detected	The server has detected a loop.
483	Too Many Hops	The server cannot process the request because the request contains a Max-Forwards header field with the value zero.
484	Address Incomplete	The Request-URI is incomplete. Additional information should be provided in the reason phrase.
485	Ambiguous	The Request-URI is ambiguous.
486	Busy here	User's end system is contacted successfully, but the user is currently not willing or able to take calls at this end system.
487	Request Terminated	The request is terminated by the BYE or CANCEL request.
488	Not Acceptable Here	The response has the same meaning as the reason code 606 (Not Acceptable), but only applies to the specific resource addressed by the Request-URI and the request may succeed elsewhere.
491	Request Pending	The request is received by a UAS that has a pending request within the same dialog.
493	Undecipherable	The request is received by a UAS that contains an encrypted Multipurpose Internet Mail Extensions (MIME) body for which the recipient does not possess or does not provide an appropriate decryption key.
500	Server Internal Error	The server encountered an unexpected condition that prevented it from fulfilling the request.
501	Not Implemented	The server does not support the functionality that is required to fulfill the request.
502	Bad Gateway	The server, while acting as a gateway or proxy, receives an invalid response from the downstream server that it accessed to fulfill the request.
503	Service Unavailable	The server is temporarily unable to process the request due to a temporary overloading or maintenance of the server.
504	Server Time-out	The server did not receive a timely response from an external server it accessed to process the request.
505	Version Not Supported	The server does not support, or refuses to support the SIP protocol version that is used in the request.
513	Message Too Large	The server cannot process the request because the message length exceeded its capabilities.
600	Busy Everywhere	User's end system is contacted successfully, but the user is busy and does not wish to accept the call currently.
603	Decline	User's machine is contacted successfully, but the user does not wish to or cannot participate.
604	Does Not Exist Anywhere	The user who is indicated in the Request-URI does not exist anywhere.
606	Not Acceptable	User's agent is contacted successfully, but some aspects of the session description such as the requested media, bandwidth, or addressing style are not acceptable.
mCCG	Timeout at mCCG	The timeout occurs when the voice controller sends a request to the dependent services and does not receive a response within a specified time.

Call Progress Analysis (CPA) - Condition Detect Reasons

CPA is used to detect call progress, for example, busy and operator intercept, and analyze a call after it is connected. The call progress conditions can be attributed to the following reasons:

Pre-Connect Reasons
- busy1: The called line is detected as busy.
- busy2: The called line is detected as busy.
- no_answer/no-answer: The called line did not answer.
- no_ringback/no-ringback: No ringback received on the line.
- sit_no_circuit/sit-no-circuit: The no circuit tone is detected in the Special Information Tones (SIT) in the called line.
- sit_operator_intercept/sit-operator-intercept: The operator intercept tone is detected in the SIT in the called line.
- sit_vacant_circuit/sit-vacant-circuit: The vacant circuit tone is detected in the SIT in the called line.
- sit_reorder/sit-reorder: The reorder tone is detected in the SIT in the called line.
Post-Connect Reasons
- voice: A voice is detected in the called line.
- answering_machine/answer-machine: An answering machine is detected in the called line.
- cadence_break/cadence-break: The connection to the called line is lost due to cadence break.
- ced: A fax machine or modem is detected in the called line.
- cng: A fax machine or modem is detected in the called line.

1	Click the browser link that is provided by your administrator. The Sign In page to the report or dashboard appears.
2	Enter your email address and password.
3	Click Sign In. The report or dashboard appears. You do not have access to change the time zone in the Analyzer. Reports that are accessed through browser links always run in the Browser Time Zone, similar to APS reports. You see a blank page if the browser link does not exist. Contact your administrator for the correct link.
4	If you have accessed a dashboard, click Launch at the top-right corner of the dashboard to view a report. To modify the attributes of a report, click Settings. To show or hide the summary of column values at the table level and the top-level row segment, select the values from the Show Summary drop-down list. To hide a segment, drag it to the Hidden Segments box. This capability is not available for compound visualizations. To show or hide a profile variable, click the eye icon. To export reports, choose Export as Excel or Export as CSV from the Export drop-down list. The Drill Down functionality is not available for reports that are accessed through browser links, similar to APS reports.

1	Open your Web browser and navigate to the URL provided by your administrator.
2	On the login page, enter your email address and password.
3	Click Login. The Webex Contact Center Analyzer home page displays four repositories containing summaries of all the session and activity data captured for both agents and customers. You can expand a repository tile by clicking its More details button to display the details for today, yesterday, this week, last week, this month, and last month. While you're on the homepage of the current Analyzer, you can conveniently access the new Analyzer. To explore the new Analyzer, select either Launch or Try Now. Seamless navigation between the two Analyzer versions is possible using browser tabs.

1	Log in to the Webex Contact Center Analyzer. For more information, see Accessing the Webex Contact Center Analyzer.
2	Run the visualization or dashboard that you need to share. For more information, see Run a Visualization and Run a Dashboard.
3	Copy the URL displayed on the browser. You can share this URL with the agents. Agents do not have access to change the time zone in the Analyzer. Reports that are accessed through browser links always run in the Browser Time Zone. For more information, see Time Zone. Usage Report and License Usage Reports cannot be accessed through browser links.

Parameter	Description
Total Abandoned Contacts	The total number of contacts that are Abandoned. The number of contacts Abandoned for different channels (Chat & Voice) is also displayed. Contacts can get abandoned in the following scenarios: When in IVR. When in Queue Waiting Time (QWT). When in sequential QWT. When in parallel QWT. Applicable only for UCCX. When an agent does not receive the call.
Leading Abandonment Reason	The percentage of total contacts that got abandoned in Queue Waiting Time (QWT). For example, in a day total contacts are 1000 and in that 100 contacts were Abandoned, the QWT for these 100 contacts that were Abandoned can fall in the following categories: 10 calls in less than 1 minute. 25 calls in the range of 1–5 minutes. 50 calls in the range of 5–10 minutes. 15 calls more than 10 minutes. For the above example, the Leading Abandonment Reason shows 65% (looking at maximum period calls that got abandoned) and QWT as more than 5 minutes.
Call Back / Renewed Chat Rate	Total percentage of customers who have contacted back either through voice calls or chat.
Customer Journey	The Sankey diagram shows at which stage the contact was abandoned. This diagram shows a vertical bar for the different Entry Points, Queues, Wait Time, and Agents. The view depends on the selected Channel Type. Hovering over the stages shows more information, like the number of abandoned contacts and number of contacts that are handled by each agent.
Contacts Trend	The Area chart shows the Trend of contacts that are handled and abandoned for each channel type for the selected duration.
Abandoned Contacts By Stage	The Donut diagram shows in which stage the contacts got abandoned.
Abandoned Contact Details	The tabular view displays the details of each abandoned contact for the selected duration. ANI This indicates the caller's phone number that is associated with the caller if it is voice calls and email address if it is chat. DNIS This indicates the agent's phone number that is associated with the agent. First Contact Time This indicates the time when the contact came into the contact center. Abandonment Stage This indicates at which stage the contact got abandoned for example: IVR, in Queue, or at Agent during ringing. Transfers This indicates the number of times a contact has been transferred. Total Wait Time This indicates the time that the contact was in wait before it got abandoned. This includes the IVR / self-service time and the QWT. Repeat Call Time This indicates when a caller returned the call (repeat call) within a specified duration (currently it is one hour).

1	Click Dashboard > Create New Dashboard.
2	Drag and drop a visualization on to the canvas area. You can add as many visualizations as you want the dashboard to display.
3	To reposition a visualization, drag it to a new position. To format a visualization, select the Formatting panel and then select visualization from the drop-down list to modify.
4	To resize a visualization: Drag the edge or corner to decrease or increase the size. Select Formatting, select the visualization name from the drop-down list and edit the Width and Height.
5	To choose dashboard filters, in the Configuration page on the left side, select the required filters in the Show filter on Run Mode check box list by selecting the corresponding check boxes. The list includes both row and column segments. By default, all filters in the Show filter on Run Mode check box list are unchecked. You can select up to a maximum of 5 filters, including the Interval and Duration fields.
6	To remove a visualization from the dashboard, select X.
7	To enter a name for your visualization, click Click to add title. To edit the title, enter a new title and click checkmark symbol.
8	To format the visualization title, select Formatting and choose the title from the drop-down list in the tab to display the format options you can customize, such as border style, text alignment, and font size, color, and weight.
9	To save the dashboard, click Save, and select a folder. To create a new folder, click the New Folder, enter a name for the folder. Enter a name for the dashboard and then click OK
10	You can preview the dashboard, click Preview.
11	To edit the dashboard name, click the Edit Dashboard Name to select the existing text; then enter a new name and click the Apply button.
12	To edit the dashboard filters, click on the hamburger icon and click Edit and select the required fields in the Show filter on Run Mode check box list by selecting the corresponding check boxes. In case of existing dashboards where the fields were not selected, when you edit the dashboard, the common fields in the report are pre-selected and you can save the dashboard as is, or you can add or remove the fields that you want.

1	Click Variables > New.
2	Enter a name for the variable.
3	Select a value from the Associated Column drop-down list.
4	Define Values and add a Description.
5	Define the Scope of the variable. The scope can be: USER-Variable is defined and used only by the user. GLOBAL-Variable can be used across organizations. Toggle Is Value Shared? to share the variable across organizations or restrict the use within your organization.
6	Click Save. Click the to view, edit, copy, or delete the variable.

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Cisco Webex Contact Center Analyzer User Guide

Introduction

Webex Contact Center Analyzer

System Requirements

Access the Webex Contact Center Analyzer

Access Control

Analyzer Title Bar Buttons

Threshold Alerts

Time Zone

Tasks to Perform on Visualization and Dashboard Pages

Share Browser Links to Reports and Dashboards

Access Reports and Dashboards through Browser Links

Visualizations

Run a Visualization

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

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's Total Queue Duration Card

Team Details

Surge Protection Statistics

Noise Reduction Duration by Entry Point

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 and Queue Stats

Average Handle Time Card

Average Wrapup Time Card

Team Stats

Total Handled Card

License Usage Reports