В тази статия
Overview
    dropdown icon
    Create and manage call queue
      Create a call queue
        dropdown icon
        Create call queues in bulk
          Before you begin
          Bulk add call queues
          Bulk edit call queues
          Prepare your CSV
          Add or edit more than 50 agents at a time
      dropdown icon
      Manage calls in a call queue
        Edit call queue settings
          Edit call queue phone numbers
            Edit call forwarding settings
              Edit overflow settings
                Edit routing type
                  Edit bounced calls settings
                    Edit call back settings
                    dropdown icon
                    Manage call queue policies
                      Manage holiday service
                        Manage night service
                          Manage forced forwarding
                            Manage stranded calls
                            dropdown icon
                            Manage call queue announcements
                              dropdown icon
                              Edit call queue announcement settings
                                Welcome message
                                Estimated wait message for queued calls
                                Comfort message
                                Comfort message bypass
                                Hold music
                                Call whisper message
                              Edit call queue announcement files settings
                              dropdown icon
                              Manage call queue agents
                                Configure agent settings for user
                                  Add or edit agents
                                    View agent dashboard
                                    dropdown icon
                                    Manage call queue supervisors
                                      Call queue supervisor functions for Webex Calling
                                        Add or delete a supervisor
                                          Assign or unassign agents to a supervisor
                                            View agents assigned to a queue
                                            Call queue analytics
                                              Call queue reports
                                                Agent experience in Webex App
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                                                  В тази статия
                                                  cross icon
                                                  Overview
                                                    dropdown icon
                                                    Create and manage call queue
                                                      Create a call queue
                                                        dropdown icon
                                                        Create call queues in bulk
                                                          Before you begin
                                                          Bulk add call queues
                                                          Bulk edit call queues
                                                          Prepare your CSV
                                                          Add or edit more than 50 agents at a time
                                                      dropdown icon
                                                      Manage calls in a call queue
                                                        Edit call queue settings
                                                          Edit call queue phone numbers
                                                            Edit call forwarding settings
                                                              Edit overflow settings
                                                                Edit routing type
                                                                  Edit bounced calls settings
                                                                    Edit call back settings
                                                                    dropdown icon
                                                                    Manage call queue policies
                                                                      Manage holiday service
                                                                        Manage night service
                                                                          Manage forced forwarding
                                                                            Manage stranded calls
                                                                            dropdown icon
                                                                            Manage call queue announcements
                                                                              dropdown icon
                                                                              Edit call queue announcement settings
                                                                                Welcome message
                                                                                Estimated wait message for queued calls
                                                                                Comfort message
                                                                                Comfort message bypass
                                                                                Hold music
                                                                                Call whisper message
                                                                              Edit call queue announcement files settings
                                                                              dropdown icon
                                                                              Manage call queue agents
                                                                                Configure agent settings for user
                                                                                  Add or edit agents
                                                                                    View agent dashboard
                                                                                    dropdown icon
                                                                                    Manage call queue supervisors
                                                                                      Call queue supervisor functions for Webex Calling
                                                                                        Add or delete a supervisor
                                                                                          Assign or unassign agents to a supervisor
                                                                                            View agents assigned to a queue
                                                                                            Call queue analytics
                                                                                              Call queue reports
                                                                                                Agent experience in Webex App
                                                                                                  Webex Customer Experience Basic
                                                                                                  list-menuВ тази статия

                                                                                                  Enhance the customer experience by leveraging our simplified solution, Webex Customer Experience Basic, which encompasses powerful selection of call center features.

                                                                                                  Overview

                                                                                                  Webex Customer Experience Basic is an offering available as part of the Webex Calling Professional license at no additional cost. It includes a simple and powerful set of features which are bundled together to deliver the call center functionalities. The features such as Voice Queues, skill-based routing, call queue monitoring and analytics, multi call window, and more, help users to engage with customers efficiently. Also, with our Webex Calling for Microsoft Teams integration, Microsoft Teams users can access the features directly from Teams.

                                                                                                  As Customer Experience Basic is designed as a voice-only offering, it's best suited for customers who need simple voice-centric call center capabilities and don't need the advanced features of comprehensive contact center service.

                                                                                                  We recommend Webex Contact Center for customers who require sophisticated customer engagement capabilities, omni-channel routing, or large-scale, high call volume deployments.

                                                                                                  Features and benefits

                                                                                                  Customer Experience Basic includes the following features:

                                                                                                  • Voice Queues—Helps administrators to configure various features such as skills-based routing, enhanced queue polices, customer callback, and so on.
                                                                                                  • Call queue analytics—Helps administrators to view the important data such as top call queues, top agents, live call queues status, and so on.
                                                                                                  • Call queue reports— Helps administrators to view the details such as call queue status report and agent status report.
                                                                                                  • Agent experience in Webex App—Helps users to check and change their call queue status and join/unjoin queue in the Webex App.
                                                                                                  • Multi call window— Helps users to get a quick view of the call status and easily access some common calling features.
                                                                                                  • Webex Calling integration within Microsoft Teams—Helps users to access the features directly from Microsoft Teams.

                                                                                                  Voice Queues

                                                                                                  Voice Queues, which is formerly known as Group Call Management (GCM), is an advanced call queue capability that makes it easy and affordable to support high call volume and team call handling services, as a core part of Webex Calling.

                                                                                                  Voice Queues adds key features that provide supervisor capabilities, enhances queue policies to determine call routing based on business hours, provides skill-based routing, provides call back capabilities for customers and reports and analytics for administrators. Voice Queues is an out-of-box feature set within Webex Calling, and is recommended for call queues up to 50 agents.

                                                                                                  Voice Queues refers to a collection of features designed to work together in support of managing high call volume sales and support teams, for calls directed to a call queue. The features include:

                                                                                                  • For Callers

                                                                                                    • Welcome greeting

                                                                                                    • Comfort greeting (we’ll be with you shortly)

                                                                                                    • Request callback (caller can designate a callback number, rather than wait in queue)

                                                                                                    • Enhanced queue routing policies (for night service, holidays, and forced forwarding)

                                                                                                    • Additional IVR functions-call whisper message and comfort bypass message

                                                                                                  • For Agents

                                                                                                    • One-step login / logout of queue

                                                                                                    • Personal readiness status management

                                                                                                    • Multi-queue operations

                                                                                                    • Intuitive UX options for desk phone and Webex App

                                                                                                  • For Supervisors and Administrators

                                                                                                    • Monitor / coach / barge / takeover active calls

                                                                                                    • Agent status management

                                                                                                    • Call queue reporting and analytics dashboard

                                                                                                    • Assign call queue staff per queue

                                                                                                    • Assign skills-based routing ratings of staff, per queue

                                                                                                  Call Queue launch kit

                                                                                                  Before configuring the call queue, if you want to understand the ways to equip call queues and empower your call queue agents, you can download the Call Queue launch kit.

                                                                                                  Create and manage call queue

                                                                                                  Call queues routes callers to agents who can help with a particular issue or question. Calls are distributed one at a time to the agents in the queue. Call queues temporarily hold calls when all agents assigned to receive calls from the queue are unavailable. When agents become available, the queued calls are routed according to the call routing settings you’ve determined for the call queue.


                                                                                                   
                                                                                                  When a call arrives to a call queue and is sent to an agent, the agent call forwarding feature doesn't work.

                                                                                                  Create a call queue

                                                                                                  You can create multiple call queues for your organization. Use these call queues when you can't answer customers' calls to provide an automated answer, comfort messages or hold music until someone answers.
                                                                                                  1

                                                                                                  From the Control Hub, go to Services, and choose Calling > Features.

                                                                                                  2

                                                                                                  Click Call Queue. Click Manage > Add.

                                                                                                  3

                                                                                                  On the Basics page, enter the following information, and then click Next.

                                                                                                  • Location—Select a location from the drop-down menu.


                                                                                                     
                                                                                                    A location is a container with a location-specific calling configuration. See Configure Cisco Webex Calling for Your Organization, for more information.
                                                                                                  • Call Queue Name—Enter a name for the call queue.

                                                                                                  • Phone Number—Assign a primary phone number and/or an extension to the call queue.

                                                                                                  • Allow agents to use call queue number as caller ID—Enable the toggle to allow the agents to use the call queue number as the caller ID.

                                                                                                  • Number of Calls in Queue—Assign the maximum number of calls for this call queue. On reaching the threshold number of calls, the overflow setting triggers.


                                                                                                     
                                                                                                    Do not set the Number of Calls in Queue to 0. If the Number of Calls in Queue is set to 0 then incoming calls aren’t allowed.
                                                                                                  • Caller ID— Assign the external caller ID phone number and the caller ID name for the call queue. The caller ID name is used both for internal (including calls to the agents) and external calls (calls forwarded or call back). The caller ID phone number is used for external calls (calls forwarded or call back).


                                                                                                     

                                                                                                    This field is mandatory to navigate to the next screen.

                                                                                                    • Direct Line—The primary phone number and extension from this queue.


                                                                                                       

                                                                                                      The direct line option does not appear if you do not specify a phone number.

                                                                                                    • Location Number—The number assigned to the location.

                                                                                                    • Other number from organization—Select a number from the location using the drop-down.

                                                                                                  • Language—Select the call queue language from the drop-down menu.

                                                                                                  4

                                                                                                  On the Call Routing page, choose one of the following options, and click Next.

                                                                                                  • Priority Based
                                                                                                    • Circular—Cycles through all agents after the last agent that took a call. It sends calls to the next available call queue agent.

                                                                                                    • Top Down—Sends calls through the queue of agents in order, starting from the top each time.

                                                                                                    • Longest Idle—Sends calls to the agent that has been idle the longest. If they don't answer, proceeds to the next agent who has been idle second longest, and so on, until the call is answered.

                                                                                                    • Weighted—Sends calls to agents based on percentages you assign to each agent in the call queue profile (up to 100%).

                                                                                                    • Simultaneous—Sends calls to all agents in a call queue at once.

                                                                                                  • Skill Based

                                                                                                     
                                                                                                    When you select skill based call routing, by default routing happens only based on the skill level. If there is more than one agent, with the same skill level, follow the selected routing pattern (Circular/Top Down/Longest) to resolve the contention to choose the next agent for call routing.
                                                                                                    • Circular—Cycles through all agents after the last agent that took a call. It sends calls to the next available call queue agent.

                                                                                                    • Top Down—Sends calls through the queue of agents in order, starting from the top each time.

                                                                                                    • Longest Idle—Sends calls to the agent that has been idle the longest. If they don't answer, proceeds to the next agent who has been idle second longest, and so on, until the call is answered.

                                                                                                  5

                                                                                                  On the Overflow Settings page, determine how overflow calls are handled. Choose one of the following options from the drop-down menu:

                                                                                                  • Perform busy treatment—The caller hears a fast-busy tone.

                                                                                                  • Play ringing until caller hangs up—The caller hears ringing until they disconnect.

                                                                                                  • Transfer to phone number—Enter the number where you want to transfer overflow calls.

                                                                                                  6

                                                                                                  You can also enable the following overflow settings:

                                                                                                  • Enable overflow after calls wait x seconds—With this option you can enter a wait time (in seconds) for callers. Once this wait time is reached by the caller, the overflow treatment is triggered.

                                                                                                  • Play announcement before overflow processing—If this option is disabled, callers hear hold music until a user answers the call.

                                                                                                  7

                                                                                                  Click Next.

                                                                                                  8

                                                                                                  On the Announcements page, you can determine the messages and music that callers hear while waiting in the queue. You can enable any of the following options:

                                                                                                  • Welcome Message—Play a message when callers first reach the queue. For example, “Thank you for calling. An agent will be with you shortly.” It can be set as mandatory. If the mandatory option is not selected and a caller reaches the call queue while there is an available agent, the caller will not hear this announcement and is transferred to an agent.

                                                                                                  • Estimated wait message for Queued Calls—Notify the caller with either their estimated wait time or position in the queue. If this option is enabled, it plays after the welcome message and before the comfort message.

                                                                                                  • Comfort Message—Play a message after the welcome message and before hold music. This is typically a custom announcement that plays information, such as current promotions or information about products and services.

                                                                                                  • Comfort Message Bypass—Play a shorter comfort message instead of the standard Comfort Message or Music On Hold announcement for all calls that should be answered quickly. This feature prevents a caller from hearing a short portion of the standard comfort message that abruptly ends when they are connected to an agent.

                                                                                                  • Hold Music—Play music after the comfort message in a repetitive loop.

                                                                                                  • Call Whisper Message—Play a message to the agent immediately before the incoming call is connected. The message typically announces the identity of the call queue from which the call is coming from.

                                                                                                  9

                                                                                                  Click Next.

                                                                                                  10

                                                                                                  On the Select Agents page, click Add User or Workspace or Virtual Line drop-down, then search or select the users, workspaces, or virtual lines to add to the call queue.

                                                                                                  11

                                                                                                  Assign a skill level (1 being the highest skill level and 20 being the lowest skill level) to each user or workspaces added to the call queue.


                                                                                                   
                                                                                                  • You can assign a skill level only when you select a skill based routing type else you will not have the option to set the skill level.

                                                                                                  • By default, agents with skill level 1 (Highest skill level) are added.

                                                                                                  12

                                                                                                  (Optional) Select the check box if you want to allow agents on active calls to take additional calls.

                                                                                                  13

                                                                                                  (Optional) Select the check box if you want to allow agents to join or unjoin the queue.

                                                                                                  14

                                                                                                  Click Next.


                                                                                                   

                                                                                                  Depending on the call routing option you chose previously, you may need to add extra information such as adding percentage weighting to users or workspaces, or for circular or top-down call routing, drag and drop users and workspaces in the order of their queue position.

                                                                                                  15

                                                                                                  On the Review page, review your call queue settings to make sure you've entered the correct details.

                                                                                                  16

                                                                                                  Click Create and Done to confirm your call queue settings.


                                                                                                   
                                                                                                  On creating a queue, you can enable or disable the queue using the toggle beside Enable Call Queue in the side panel.

                                                                                                  Watch this video demonstration on how to create a new call queue in the Control Hub.

                                                                                                  Create call queues in bulk

                                                                                                  You can add and manage call queues in bulk using a call queue CSV. This article covers the specific fields and values needed for the CSV upload of Webex Calling call queues.

                                                                                                  Before you begin

                                                                                                  • Before uploading your call queue CSV, make sure to read Bulk provisioning Webex Calling elements using CSV to understand the CSV conventions.

                                                                                                  • You can either export your current call queues, which allows you to add, delete, or modify your existing data set, or you can export a sample set of call queues. Once modified, the file can be uploaded through the bulk features.


                                                                                                     

                                                                                                    Exporting CSV file into ZIP file format: When exporting data to a CSV file, the number of records may exceed 1000. In such cases, the ZIP file is downloaded, where the ZIP file contains the full set of record(s) in a single CSV file. A separate folder containing all the data is broken down into multiple CSV files with less than 1000 records. These files are generated for the administrators to quickly import any updates and upload.

                                                                                                  • It is important to know the mandatory and optional columns, and information that you’ll need to provide when filling out the CVS template. The specific fields for the call queue CSV are found in the table in the Prepare your CSV section.

                                                                                                  • The maximum amount of rows is 1,000 (not including the header).

                                                                                                  • Agents can be users or workspaces. For users, enter the user’s email address. For workspaces, enter the workspace name.

                                                                                                  • Each row can hold a maximum of 50 agents. See Add or edit more than 50 agents at a time for more information.

                                                                                                  Bulk add call queues

                                                                                                  To add call queues in bulk, you’ll simply download and fill out a blank CSV template.


                                                                                                   

                                                                                                  Call forwarding settings for a call queue can’t be modified in bulk. To edit call forwarding for a call queue, see Configure call forwarding for a call queue.

                                                                                                  1

                                                                                                  From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

                                                                                                  2

                                                                                                  Click Call Queue > Bulk Manage.

                                                                                                  3

                                                                                                  Select a location for the call queues you'd like to add.

                                                                                                  4

                                                                                                  Click Download .csv template.

                                                                                                  5

                                                                                                  Fill out the spreadsheet.

                                                                                                  6

                                                                                                  Upload the CSV file by dragging and dropping or clicking Choose a file.

                                                                                                  7

                                                                                                  Click Upload.

                                                                                                  When successfully uploaded, you can click See Tasks Page for details to view the status of the changes.

                                                                                                  Bulk edit call queues

                                                                                                  To modify a call queues in bulk, you’ll simply download the current CSV data and make the necessary changes to the spreadsheet.


                                                                                                   

                                                                                                  Call forwarding settings for a call queue can’t be modified in bulk. To edit call forwarding for a call queue, see Configure call forwarding for a call queue.

                                                                                                  1

                                                                                                  From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

                                                                                                  2

                                                                                                  Click Call Queue > Bulk Manage.

                                                                                                  3

                                                                                                  Select a location for the call queues you’d like to modify.

                                                                                                  4

                                                                                                  Click Download data.


                                                                                                   

                                                                                                  If the data for the call queues you’ve selected exceeds the maximum (more than 10,000 rows for each CSV), you will receive a zipped file with multiple CSV files included.

                                                                                                  5

                                                                                                  Make the necessary changes to the spreadsheet.

                                                                                                  6

                                                                                                  Upload the modified CSV file by dragging and dropping or clicking Choose a file.

                                                                                                  7

                                                                                                  Click Upload.

                                                                                                  When successfully uploaded, you can click See Tasks Page for details to view the status of the changes.

                                                                                                  Prepare your CSV

                                                                                                  Use this table to see what fields are mandatory or optional, and what you’ll need to determine when adding or editing call queues in bulk.


                                                                                                   

                                                                                                  Columns are either mandatory or optional fields. This varies depending on whether you are using the CSV to add a new call queue or edit an existing call queue.

                                                                                                  Column

                                                                                                  Mandatory or optional

                                                                                                  (Add a call queue)

                                                                                                  Mandatory or optional

                                                                                                  (Edit a call queue)

                                                                                                  Description

                                                                                                  Supported values

                                                                                                  Name

                                                                                                  Mandatory

                                                                                                  Mandatory

                                                                                                  Enter the name of the of the call queue. Call queue names within the same location need to be uniquely identifiable. If the call queues are in a different locations, they can have the same call queue name.

                                                                                                  Example: San Jose Call Queue

                                                                                                  Character length: 1-30

                                                                                                  Phone Number

                                                                                                  Mandatory (if extension is left blank)

                                                                                                  Optional

                                                                                                  Enter the call queue phone number. You must have either a phone number or an extension.

                                                                                                  Only E.164 numbers are allowed for CSV import.

                                                                                                  Example: +12815550100


                                                                                                   

                                                                                                  Phone number must be on the Numbers tab in Control Hub.

                                                                                                  Extension

                                                                                                  Mandatory (if phone number is left blank)

                                                                                                  Optional

                                                                                                  Enter the call queue extension. You must have either a phone number or an extension.

                                                                                                  Two to six digit extension.

                                                                                                  00-999999

                                                                                                  Location

                                                                                                  Mandatory

                                                                                                  Mandatory

                                                                                                  Enter the location to assign this call queue.

                                                                                                  Example: San Jose


                                                                                                   

                                                                                                  Location must be on the Locations tab in Control Hub.

                                                                                                  Caller ID First Name

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enter the first name to display for the call queue’s calling line ID (CLID). The caller ID is used when call forward is enabled and calls are forwarded out.

                                                                                                  Example: San


                                                                                                   

                                                                                                  UTF-8 only characters are supported.

                                                                                                  Character length: 1-30

                                                                                                  Caller ID Last Name

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enter the last name to display for the call queue’s calling line ID (CLID). The caller ID is used when call forward is enabled and calls are forwarded out.

                                                                                                  Example: Jose


                                                                                                   

                                                                                                  UTF-8 only characters are supported.

                                                                                                  Character length: 1-30

                                                                                                  Language

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enter the announcement language for your call queue.

                                                                                                  Example: en_us

                                                                                                  Timezone

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enter the call queue time zone key. This time zone applies to the schedules applied to this call queue.

                                                                                                  Example: America/Chicago

                                                                                                  Character length: 1-127

                                                                                                  Call Queue Enable

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Use this column to activate or deactivate the call queue.

                                                                                                  ENABLED, DISABLED, enabled, disabled

                                                                                                  Number of Calls in Queue

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enter the limit for the number of calls the system will keep in queue, waiting for an available agent.

                                                                                                  Range: 1-50

                                                                                                  Call Routing Type (Priority / Skill Based)

                                                                                                  Optional

                                                                                                  Optional


                                                                                                   
                                                                                                  This field is mandatory when you edit the call routing pattern.

                                                                                                  Select the call routing type for your call queue.

                                                                                                  PRIORITY_BASED, SKILL_BASED

                                                                                                  Call Routing Pattern

                                                                                                  Mandatory

                                                                                                  Optional

                                                                                                  Enter the call queue routing pattern. Choose one of the following supported policies.

                                                                                                  When Call Routing Type is Priority Based, values are: CIRCULAR, REGULAR, SIMULTANEOUS, UNIFORM, WEIGHTED

                                                                                                  When Call Routing Type is Skill Based, values are: CIRCULAR, REGULAR, SIMULTANEOUS.

                                                                                                  Phone Number For Outgoing Calls Enable

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enable the queue phone number for outgoing calls.

                                                                                                  TRUE, FALSE

                                                                                                  Allow Agent Join Enable

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Select this option for agents to join or unjoin the queue.

                                                                                                  TRUE, FALSE

                                                                                                  Overflow Action

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enter the call queue overflow processing action. Choose from one of the supported actions.

                                                                                                  PERFORM_BUSY_TREATMENT, TRANSFER_TO_PHONE_NUMBER, PLAY_RINGING_UNTIL_CALLER_HANGS_UP

                                                                                                  Overflow Enable

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enable or disable overflow treatment after a set amount of time.

                                                                                                  If enabled, enter the Overflow After Wait Time in the next column.

                                                                                                  TRUE, FALSE

                                                                                                  Play Ringing Tone To Callers When Their Call Is Sent To An Available Agent

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  If no value is defined at the time of creation, the value is set to TRUE.

                                                                                                  TRUE, FALSE

                                                                                                  Reset Caller Statistics Upon Queue Entry

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  If no value is defined at the time of creation, the value is set to TRUE.

                                                                                                  TRUE, FALSE

                                                                                                  Overflow Transfer Number

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enter the number where you want to transfer overflow calls.

                                                                                                  Example: 1112223333


                                                                                                   

                                                                                                  Phone number must be on the Numbers tab in Control Hub.

                                                                                                  Character length: 1-23

                                                                                                  Overflow Transfer to Voicemail Enable

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enable or disable overflow transfer to voicemail.

                                                                                                  TRUE, FALSE

                                                                                                  Overflow After Wait Time

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enter the time to wait (in seconds) for any agent to answer before forwarding the caller elsewhere.

                                                                                                  Range: 1-7200

                                                                                                  Overflow Announcement Enable

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enable or disable to Play Announcement Before Overflow Processing.

                                                                                                  TRUE, FALSE

                                                                                                  Welcome Message Enable

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enable or disable to play a message when callers first reach the queue.

                                                                                                  TRUE, FALSE

                                                                                                  Welcome Message Mandatory

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enable or disable if you would like the welcome message to play for every caller.

                                                                                                  TRUE, FALSE

                                                                                                  Wait Message Enable

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enable or disable to notify the caller with either their estimated wait time or position in the queue. If this option is enabled, it plays after the welcome message and before the comfort message.

                                                                                                  If enabled, make sure to enter the Wait Message Mode in the next column.

                                                                                                  TRUE, FALSE

                                                                                                  Wait Message Mode

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Choose what you want your wait message to communicate to callers. Choose from one of the supported options.

                                                                                                  TIME, POSITION

                                                                                                  Wait Message Handling Time

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enter the default number of call handling minutes.

                                                                                                  Range: 1-100

                                                                                                  Wait Message Play Position

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enter the number of position for which the estimated wait is played.

                                                                                                  Range: 1-100

                                                                                                  Wait Message Wait Time

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enter the number of minutes for which the estimated wait is played.

                                                                                                  Range: 1-100

                                                                                                  Wait Message High Volume Message

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enable or disable the wait message to play a message informing callers that there is a high volume of calls.

                                                                                                  TRUE, FALSE

                                                                                                  Comfort Message Enable

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enable or disable to play a message after the welcome message and before hold music.

                                                                                                  If enabled, make sure to enter the number of seconds in the Comfort Message Time column.

                                                                                                  TRUE, FALSE

                                                                                                  Comfort Message Time

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enter the interval in seconds between each repetition of the comfort message played to callers in the queue.

                                                                                                  Range: 1-600

                                                                                                  Hold Music Enable

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enable or disable hold music for queued calls.

                                                                                                  TRUE, FALSE

                                                                                                  Hold Music Alternate Source Enable

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enable or disable a non-default music-on-hold file. Select the alternate source file in Control Hub.

                                                                                                  TRUE, FALSE

                                                                                                  Comfort Message Bypass Enable

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enable or disable comfort message bypass for queued calls.

                                                                                                  TRUE, FALSE

                                                                                                  Comfort Message Bypass Call Wait Time

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enter the interval in seconds for the comfort message bypass call wait time for callers in the queue.

                                                                                                  Range: 1-120

                                                                                                  Whisper Message Enable

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enable or disable whisper message for queued calls.

                                                                                                  TRUE, FALSE

                                                                                                  Allow Multiple Calls Per Agent

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enable or disable call waiting for agents.

                                                                                                  TRUE, FALSE

                                                                                                  Bounced Call Enable

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enable or disable bounced calls for this call queue. Bounced calls are those that were sent to an available agent, but the agent does not answer.

                                                                                                  If enabled, make sure to enter the number of rings in the Bounced Call Number of Rings column.

                                                                                                  TRUE, FALSE

                                                                                                  Bounced Call Number of Rings

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enter the number of rings to wait for the currently hunted agent to answer before hunting to the next available agent.

                                                                                                  Range: 1-20

                                                                                                  Bounced Call If Agent Unavailable

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enable or disable Bounce calls if agent becomes unavailable while routing the call.

                                                                                                  TRUE, FALSE

                                                                                                  Bounce Call After Set Time Enable

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enable or disable Bounce calls after being on hold by agent for longer than <X> seconds.

                                                                                                  If enabled, make sure to enter the number of seconds after which a held call should be bounced.

                                                                                                  TRUE, FALSE

                                                                                                  Bounce Call After Set Time

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enter the number of seconds after which a held call should be bounced.

                                                                                                  If above column is set true, then by default is 60.

                                                                                                  Range: 1-600

                                                                                                  Alert Agent If Call On Hold Enable

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enable or disable the Alert agent if call is on hold for longer than <X> seconds.

                                                                                                  If enabled, make sure to enter the number of seconds after which to alert the agent about the held call.

                                                                                                  TRUE, FALSE

                                                                                                  Alert Agent If Call On Hold Time

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enter the number of seconds after which to alert the agent about the held call.

                                                                                                  If above column is set true, then by default is 30.

                                                                                                  Range: 1-600

                                                                                                  Distinctive Ringing Enable

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enable or disable distinctive ringing for the call queue calls. If enabled, agents will hear distinctive ringing when they receive calls from the call queue.

                                                                                                  If enabled, enter the type of distinctive ring pattern you’d like to assign in the next column.

                                                                                                  TRUE, FALSE

                                                                                                  Distinctive Ringing Pattern

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  If distinctive ringing is enabled, choose the distinctive ringing ring pattern. Choose from one of the supported options.

                                                                                                  NORMAL, LONG_LONG, SHORT_SHORT_LONG, SHORT_LONG_SHORT

                                                                                                  Alternate Number Distinctive Ringing Enable

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enable or disable a distinctive ringing for alternate numbers.

                                                                                                  If enabled, enter the ring patter in the Alternate Numbers Ring Pattern column.

                                                                                                  TRUE, FALSE

                                                                                                  Alternate Numbers Action

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enter ADD to add the alternate numbers you list in this row. Enter REMOVE to remove the alternate numbers you list in the row.

                                                                                                  If you enter REPLACE, you will remove all previously entered alternate numbers and replace with the alternate numbers you are adding in this row only.

                                                                                                  ADD, REPLACE, REMOVE

                                                                                                  Agent Action

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enter ADD to add the agents you list in this row. Enter REMOVE to remove this agents you list in the row.

                                                                                                  If you enter REPLACE, you will remove all previously entered agents and replace with the agents you are adding in this row only.

                                                                                                  ADD, REPLACE, REMOVE

                                                                                                  Alternate Number(s)

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enter the alternate number(s) to assign to the call queue.

                                                                                                  Example: 1112223333


                                                                                                   

                                                                                                  Phone number must be on the Numbers tab in Control Hub.

                                                                                                  Character length: 1-23

                                                                                                  Alternate Numbers Ring Pattern

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  If distinctive ringing is enabled for alternate numbers, choose the distinctive ringing ring pattern. Choose from one of the supported options.

                                                                                                  NORMAL, LONG_LONG, SHORT_SHORT_LONG, SHORT_LONG_SHORT

                                                                                                  Agent1 ID,

                                                                                                  Agent2 ID…

                                                                                                  Agent50 ID

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Enter the agents you’d like to assign to the call queue. Agents can be users or workspaces. For users, enter the user’s email address. For workspaces, enter the workspace name.

                                                                                                  Example: test@example.com

                                                                                                  Character length: 1-161

                                                                                                  Agent1 Weight,

                                                                                                  Agent2 Weight...

                                                                                                  Agent50 Weight

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  If the call routing policy for the call queue is weighted, enter the agent’s percentage weighting.

                                                                                                  Range: 0-100

                                                                                                  Agent1 Skill Level,

                                                                                                  Agent2 Skill Level...

                                                                                                  Agent50 Skill Level

                                                                                                  Optional

                                                                                                  Optional

                                                                                                  Select the agent skill level for the assigned agents.

                                                                                                  Range: 1-20

                                                                                                  Add or edit more than 50 agents at a time

                                                                                                  Each row can hold a maximum of 50 agents and their associated call routing weight percentage (if applicable). To add or edit more than 50 agents, using the CSV file, follow these steps.

                                                                                                  1

                                                                                                  Enter the 50 agents, and their associated call routing weight percentage (if applicable), that you’d like to add or edit on the first row for the call queue you’re adding or editing.

                                                                                                  2

                                                                                                  On the next row, you only have to enter information in the following columns to add or edit additional agents:

                                                                                                  • Name—Enter the same name as the row above to add or edit more agents.

                                                                                                  • Location—Enter the same location as the row above to add or edit more agents.

                                                                                                  • Agent Action—Enter ADD to add the agents you list in this row. Enter REMOVE to remove the agents you list in this row.


                                                                                                     

                                                                                                    If you enter REPLACE, you will remove all previously entered agents and replace with the agents you are adding in this row only.

                                                                                                  • Agent1, Agent2, etc.—Enter the user’s email or workspace name that you’d like to add, remove, or replace.

                                                                                                  • (Optional) Agent1 Weight, Agent2 Weight, etc.— If the call routing policy for the call queue is weighted, enter the agent’s percentage weighting.

                                                                                                  You can leave all other columns blank.

                                                                                                  3

                                                                                                  Continue to do this until you have added all of the agents you need to add or edit.

                                                                                                  Manage calls in a call queue

                                                                                                  Make sure customers are reaching the right agents at the right time when they call into a call queue. You can configure and edit incoming call settings like call forwarding, routing pattern, overflow settings, bounced call settings, and call back settings for a call queue in Control Hub.

                                                                                                  Edit call queue settings

                                                                                                  You can change the language, number of calls for the queue, and the caller ID for your call queue.

                                                                                                  1

                                                                                                  From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

                                                                                                  2

                                                                                                  Click Call Queue, and then select the call queue to edit from the list.

                                                                                                  3

                                                                                                  In the side panel, beside Settings, click Manage.

                                                                                                  4

                                                                                                  Edit any of the following fields:

                                                                                                  • Number of Calls in Queue—This is the maximum number of calls for this call queue. Once this number is reached, the overflow settings are triggered.

                                                                                                  • Language—This language applies to the audio announcements for this call queue.

                                                                                                  • Time Zone—This time zone applies to the schedules applied to this call queue.

                                                                                                  • Caller ID—Select the name and number to use when call forward is enabled, calls are forwarded out, and for callers to call back.

                                                                                                  • Distinctive Ringing—This is a special ring pattern to distinguish incoming calls from this call queue.

                                                                                                  5

                                                                                                  Click Save.

                                                                                                  Edit call queue phone numbers

                                                                                                  You can change your call queue phone number and add up to 10 alternate numbers.

                                                                                                  1

                                                                                                  From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

                                                                                                  2

                                                                                                  Click Call Queue, and then select the call queue to edit from the list.

                                                                                                  3

                                                                                                  In the side panel, beside Phone Number, click the number assigned.

                                                                                                  4

                                                                                                  Edit the Phone Number and/or Extension.

                                                                                                  5

                                                                                                  Enable the Allow agents to use call queue number as caller ID to allow the agents to use the call queue number as the caller ID.

                                                                                                  6

                                                                                                  Add Alternate Numbers using the search function.

                                                                                                  7

                                                                                                  Enable or disable Distinctive Ringing for the alternate numbers assigned to the call queue by clicking the toggle.

                                                                                                  8

                                                                                                  In the table, select the ring pattern to assign to each alternate number using the drop-down menu in the Ring Pattern column.

                                                                                                  9

                                                                                                  Click Save.

                                                                                                  Edit call forwarding settings

                                                                                                  You can forward all incoming calls dependent on a set of criteria that you define.

                                                                                                  1

                                                                                                  From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

                                                                                                  2

                                                                                                  Click Call Queue, and then select the call queue to edit from the list.

                                                                                                  3

                                                                                                  In the side panel, click Call Forwarding.

                                                                                                  4

                                                                                                  Toggle the Call Forwarding feature on.

                                                                                                  5

                                                                                                  Choose from one of the following options:

                                                                                                  • Always Forward Calls—Always forward calls to a designated number.

                                                                                                  • Selectively Forward Calls—Forward calls to a designated number depending on criteria.


                                                                                                   

                                                                                                  If you choose Selectively Forward Calls, you need to have at least one rule for forwarding applied for call forwarding to be active.

                                                                                                  6

                                                                                                  Assign the number you want to forward calls to. If you have chosen Always Forward Calls, click Save.


                                                                                                   

                                                                                                  When choosing Always Forward or Selectively Forward, check the Send to Voicemail check box to forward all calls to an internal voicemail. The Send to Voicemail check box is disabled when an external number is entered.

                                                                                                  7

                                                                                                  If you choose Selectively Forward Calls, create a rule by clicking Add When to Forward or Add When Not to Forward.

                                                                                                  8

                                                                                                  Create a Rule Name.

                                                                                                  9

                                                                                                  For When to Forward or When Not to Forward, select a Business Schedule and Holiday Schedule from the drop-down menu.

                                                                                                  10

                                                                                                  For Forward To, select at least one option from Default Phone Number or add a Different Phone Number.

                                                                                                  11

                                                                                                  For Calls From, select Any Number or Selected Numbers with at least one option from the following:

                                                                                                  • Any Number—Forwards all calls in the specified rule.

                                                                                                  • Any Private Numbers—Forwards calls from private numbers.

                                                                                                  • Any Unavailable Numbers—Forwards calls from unavailable numbers.

                                                                                                  • Add Specific Numbers—Forwards calls from up to 12 numbers that you define.

                                                                                                  12

                                                                                                  For Calls To, select a number or alternative number from the drop-down menu, so that calls are forwarded when a call is received to this number in your organization that you define.

                                                                                                  13

                                                                                                  Click Save.

                                                                                                  The rules created for the selectively forward calls are processed based on the following criteria:
                                                                                                  • The rules are sorted in the table by rule name character. Example: 00_rule, 01_rule, and so on.

                                                                                                  • The "Not to Forward" rule always takes precedence over the "Forward" rule.

                                                                                                  • The rules are processed based on the order they are listed in the table.

                                                                                                  • You can create multiple rules. However, if a rule is satisfied, the system no longer checks the next rule. If you want the specific rule to check first, we suggest that you update the rule name with numbers. For example: If you want the holiday rule to check before the business closed hours rule, then name the rule as 01-Holiday and 02-Closed.

                                                                                                  To know more about the basic functionality and examples of the selectively forward call, see Configure Call Forwarding Selective for Webex Calling.

                                                                                                  What to do next

                                                                                                  Once a rule is created, you can enable or disable a rule using the toggle beside the rule in the table. You can also change or delete a rule at any time by clicking Edit or .

                                                                                                  Edit overflow settings

                                                                                                  The overflow settings determine how your overflow calls are handled when the call queue becomes full.

                                                                                                  1

                                                                                                  From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

                                                                                                  2

                                                                                                  Click Call Queue, and then select the call queue to edit from the list.

                                                                                                  3

                                                                                                  In the side panel, beside Overflow Settings, click Manage.

                                                                                                  4

                                                                                                  Check or uncheck the boxes next to the following settings to enable or disable:

                                                                                                  • Play ringing tone to callers when their call is set to an available agent
                                                                                                  • Reset caller statistics upon queue entry
                                                                                                  5

                                                                                                  Choose how to handle new calls when the queue is full:

                                                                                                  • Perform busy treatment—The caller hears a fast-busy tone.

                                                                                                  • Play ringing until caller hangs up—The caller hears ringing until they disconnect.

                                                                                                  • Transfer to phone number—Enter the number where you want to transfer overflow calls.

                                                                                                  6

                                                                                                  Check or uncheck the boxes next to the following settings to enable or disable:

                                                                                                  • Enable overflow after calls wait x seconds—With this option, you can enter a wait time (in seconds) for callers. Once this wait time is reached by the caller, the overflow treatment is triggered.

                                                                                                  • Play announcement before overflow processing—If this option is disabled, callers will hear the hold music until the call is answered by a user.

                                                                                                  7

                                                                                                  Click Save.

                                                                                                  Edit routing type

                                                                                                  You can change the call routing pattern of your existing call queue.

                                                                                                  1

                                                                                                  From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

                                                                                                  2

                                                                                                  Click Call Queue, and then select the call queue to edit from the list.

                                                                                                  3

                                                                                                  In the side panel, beside Call Routing, click the call routing pattern assigned.

                                                                                                  4

                                                                                                  Edit the following options:

                                                                                                  • Priority Based
                                                                                                    • Circular—Cycles through all agents after the last agent that took a call. It sends calls to the next available call queue agent.

                                                                                                    • Top Down—Sends calls through the queue of agents in order, starting from the top each time.

                                                                                                    • Longest Idle—Sends calls to the agent that has been idle the longest. If they don't answer, proceeds to the next agent who has been idle second longest, and so on, until the call is answered.

                                                                                                    • Weighted—Sends calls to agents based on the percentages you assign to each agent in the call queue profile (up to 100%).

                                                                                                    • Simultaneous—Sends calls to all agents in a call queue at once.

                                                                                                  • Skill Based

                                                                                                     
                                                                                                    When you select skill based call routing, by default agents with skill level 1 (Highest skill level) are added and routing happens only based on the skill level (1 being the highest skill level and 20 being the lowest skill level). If there’s more than one agent with the same skill level, then the selected routing pattern(Circular/Top Down/Longest) is followed to resolve the contention to choose the next agent for call routing.
                                                                                                    • Circular—Cycles through all agents after the last agent that took a call. It sends calls to the next available call queue agent.

                                                                                                    • Top Down—Sends calls through the queue of agents in order, starting from the top each time.

                                                                                                    • Longest Idle—Sends calls to the agent that has been idle the longest. If they don't answer, proceeds to the next agent who has been idle second longest, and so on, until the call is answered.

                                                                                                  5

                                                                                                  Click Save.

                                                                                                  Edit bounced calls settings

                                                                                                  Bounced calls are those that were sent to an available agent, but the agent does not answer. These calls are then placed back into the queue at the top of all the queued calls. You can edit how bounced calls are handled.

                                                                                                  1

                                                                                                  From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

                                                                                                  2

                                                                                                  Click Call Queue, and then select the call queue to edit from the list.

                                                                                                  3

                                                                                                  In the side panel, beside Bounced Calls, click Manage.

                                                                                                  4

                                                                                                  Select the toggle next to any of the following options to enable or disable the setting:

                                                                                                  • Bounce calls after set number of rings—If this option is selected, then enter the number of rings.

                                                                                                  • Bounce if agent becomes unavailable

                                                                                                  • Alert agent if call on hold for a set wait time—If this option is selected, then enter the wait time in seconds.

                                                                                                  • Bounce if call on hold for set wait time—If this option is selected, then enter the wait time in seconds.

                                                                                                  5

                                                                                                  Enable or disable Distinctive Ringing for bounced calls.

                                                                                                  If enabled, choose the ring pattern from the drop-down menu.
                                                                                                  6

                                                                                                  Click Save.

                                                                                                  Edit call back settings

                                                                                                  The call back option allows callers to receive a call-back to the phone number provided when their original position in the queue reaches. The phone number is verified against a location’s outgoing calls policy.

                                                                                                  Before you begin

                                                                                                  You can configure the call back settings only if you've enabled the Estimated wait message for queued calls option. For more information, see the Estimated wait message for queued calls section.
                                                                                                  1

                                                                                                  From the customer view in https://admin.webex.com, go to Services, and click Calling > Features.

                                                                                                  2

                                                                                                  Click Call Queue and then select the call queue to edit from the list.

                                                                                                  3

                                                                                                  In the side panel, beside Call Back, click Manage.

                                                                                                  4

                                                                                                  Toggle the Call Back option on.

                                                                                                  5

                                                                                                  Enter Minimum estimated time for call back option in minutes. This determines at what estimated wait time the caller receives the call back prompt.

                                                                                                  6

                                                                                                  Check the Allow international call-back number prompt check box. This allows international users wanting a call-back to enter their country code. The call-back numbers validate against a location's policy on outgoing calls.

                                                                                                  7

                                                                                                  Click Save.

                                                                                                  Manage call queue policies

                                                                                                  With call queue policies, you can configure how to route calls during holiday and after-hour periods, temporarily divert new incoming calls, and manage the calls in queue when the agents are unavailable.

                                                                                                  Call Queue policies are important to understand how calls get routed in and out of the queue. The services that are part of queue policies take precedence based on the order of priority listed below.

                                                                                                  • Holiday Service

                                                                                                  • Night Service

                                                                                                  • Forced Forwarding

                                                                                                  • Stranded Calls

                                                                                                  The services enabled in the call queue take the order of precedence and enter the call queue to determine how the call is

                                                                                                  • handled when the call queue becomes full
                                                                                                  • bounced when the agent does not answer the calls
                                                                                                  • processed when the queue has no agents

                                                                                                  Manage holiday service

                                                                                                  Configure the call queue to route calls differently during the holidays

                                                                                                  1

                                                                                                  From the customer view in https://admin.webex.com, go to Services, and click Calling > Features.

                                                                                                  2

                                                                                                  Click Call Queue, and then select the call queue to edit from the list.

                                                                                                  3

                                                                                                  In the side panel, beside Holiday Service, click Manage.

                                                                                                  4

                                                                                                  Enable Holiday Service.

                                                                                                  5

                                                                                                  Select an option from the drop-down list.

                                                                                                  • Perform a busy treatment
                                                                                                  • Transfer to phone number - Enter the phone number you want to transfer the call to.
                                                                                                  6

                                                                                                  Select Holiday Schedule from the drop-down list.

                                                                                                  You can also configure new holiday schedules if a specific holiday schedule is not listed in the drop-down list.
                                                                                                  7

                                                                                                  Check the Play announcement before holiday service action checkbox to play the holiday service announcement.

                                                                                                  8

                                                                                                  Choose an Announcement Type with one of the following options:

                                                                                                  • Play Default Announcement.

                                                                                                  • Play Custom Announcement - you can upload a custom message.

                                                                                                    1. Click Attach a File to upload a custom announcement file from your local system.
                                                                                                    2. Select the uploaded custom announcement file from the drop-down list.
                                                                                                  9

                                                                                                  Click Save to save the service.

                                                                                                  Manage night service

                                                                                                  Configure the call queue to route calls differently during the hours when the queue is not in service. This is determined by a schedule that defines the business hours of the queue.

                                                                                                  1

                                                                                                  From the customer view in https://admin.webex.com, go to Services, and click Calling > Features.

                                                                                                  2

                                                                                                  Click Call Queue, and then select the call queue to edit from the list.

                                                                                                  3

                                                                                                  In the side panel, beside Night Service, click Manage.

                                                                                                  4

                                                                                                  Enable Night Service.

                                                                                                  5

                                                                                                  Select an option from the drop-down list.

                                                                                                  • Perform a busy treatment
                                                                                                  • Transfer to phone number - Enter the phone number you want to transfer the call to.
                                                                                                  6

                                                                                                  Check the Play announcement before night service action checkbox to play the night service announcement.

                                                                                                  7

                                                                                                  Choose an Announcement Type with one of the following:

                                                                                                  • Default Announcement.

                                                                                                  • Custom Announcement - you can upload a custom message.

                                                                                                    1. Click Attach a File to upload a custom announcement file from your local system. You can upload a maximum of four files.
                                                                                                    2. Select the uploaded custom announcement file from the drop-down list.
                                                                                                  8

                                                                                                  Select Business Hours from the drop-down list.

                                                                                                  You can also configure new business hours if a specific business hours is not listed in the drop-down list.
                                                                                                  9

                                                                                                  Enable Forced Night service now regardless of business hours schedule to force calls regardless of business hours.

                                                                                                  10

                                                                                                  Choose an Announcement Type with one of the following options:

                                                                                                  • Play Default Announcement.

                                                                                                  • Play Custom Announcement - you can upload a custom message.

                                                                                                    1. Click Attach a File to upload a custom announcement file from your local system.
                                                                                                    2. Select the uploaded custom announcement file from the drop-down list.
                                                                                                  11

                                                                                                  Click Save to save the service.

                                                                                                  Manage forced forwarding

                                                                                                  Allows the queue to be put in an emergency mode to forward calls to a different location during the emergency. Configure the call queue to temporarily divert new incoming calls to a different route independent of the Night Service and Holiday Service route.

                                                                                                  1

                                                                                                  From the customer view in https://admin.webex.com, go to Services, and click Calling > Features.

                                                                                                  2

                                                                                                  Click Call Queue, and then select the call queue to edit from the list.

                                                                                                  3

                                                                                                  In the side panel, beside Forced Forwarding, click Manage.

                                                                                                  4

                                                                                                  Enable Forced Forwarding.

                                                                                                  5

                                                                                                  Enter the phone number you want to transfer the call to.

                                                                                                  6

                                                                                                  Check the Play announcement before forwarding checkbox to play the forced forward announcement.

                                                                                                  7

                                                                                                  Choose an Announcement Type with one of the following options:

                                                                                                  • Default Announcement.

                                                                                                  • Custom Announcement - you can upload a custom message.

                                                                                                    1. Click Attach a File to upload a custom announcement file from your local system.
                                                                                                    2. Select the uploaded custom announcement file from the drop-down list.
                                                                                                  8

                                                                                                  Click Save to save the service.

                                                                                                  Manage stranded calls

                                                                                                  A stranded call is processed by a queue that has no agents currently staffed. Configure the call queue routing policy for calls stranded in queue when all the agents are signed out.

                                                                                                  1

                                                                                                  From the customer view in https://admin.webex.com, go to Services, and click Calling > Features.

                                                                                                  2

                                                                                                  Click Call Queue, and then select the call queue to edit from the list.

                                                                                                  3

                                                                                                  In the side panel, beside Stranded Calls, click Manage.

                                                                                                  4

                                                                                                  Select from the options what you wish to do with the stranded calls.

                                                                                                  • Leave in Queue - The call remains in the queue.
                                                                                                  • Perform Busy Treatment - Calls are removed from the queue and are provided with a busy treatment. If the queue is configured with call forwarding busy or voice messaging service, then the call is handled accordingly.
                                                                                                  • Transfer to Phone Number - Calls are removed from the queue and are transferred to the configured phone number.
                                                                                                  • Night Service - Calls are handled according to the night service configuration. If the night service action is not enabled, then the stranded calls remain in the queue.
                                                                                                  • Play ringing until caller hangs up - Calls are removed from the queue and are provided with ringing until the caller releases the call. The ringback tone played to the caller is localized according to the country code of the caller.
                                                                                                  • Play announcement until caller hangs up - Calls are removed from the queue and are provided with an announcement that is played in a loop until the caller releases the call.
                                                                                                    1. Choose an Announcement Audio with one of the following options:
                                                                                                      • Default Announcement.

                                                                                                      • Custom Announcement - you can upload a custom message.

                                                                                                        1. Click Attach a File to upload a custom announcement file from your local system.
                                                                                                        2. Select the uploaded custom announcement file from the drop-down list.
                                                                                                  5

                                                                                                  Click Save to save the service.

                                                                                                  Manage call queue announcements

                                                                                                  Edit call queue announcement settings

                                                                                                  Call queue announcements are messages and music that callers hear while waiting in queue. You can manage your announcement settings for an existing call queue.

                                                                                                  1

                                                                                                  From the customer view in https://admin.webex.com, go to Services, and click Calling > Features.

                                                                                                  2

                                                                                                  Click Call Queue, and then select the call queue to edit from the list.

                                                                                                  3

                                                                                                  In the side panel, beside Announcements, click Manage.

                                                                                                  4

                                                                                                  Edit any of the following announcement setting services:

                                                                                                  Welcome message

                                                                                                  Play a message when callers first reach the queue.

                                                                                                  1

                                                                                                  Enable Welcome Message.


                                                                                                   
                                                                                                  The welcome message plays to every caller unless an agent is available to service the call.
                                                                                                  2

                                                                                                  Select the Welcome message is mandatory check box.


                                                                                                   
                                                                                                  Clicking the welcome message mandatory causes the message to play to a caller before presented to an agent even if an agent is available.
                                                                                                  3

                                                                                                  Choose a Message Type with one of the following:

                                                                                                  • Play default announcement

                                                                                                  • Play custom announcement - you can upload a custom message or an entrance announcement message.

                                                                                                  4

                                                                                                  Click Save.

                                                                                                  Estimated wait message for queued calls

                                                                                                  Notify the caller with either their estimated wait time or position in the queue.

                                                                                                  1

                                                                                                  Enable Estimated wait message for queued calls.

                                                                                                  Enabling this option plays the wait message after the welcome message and before the comfort message.
                                                                                                  2

                                                                                                  Set the Default Handling Time 1–100 minutes.

                                                                                                  3

                                                                                                  Enable the Repeat periodic playing of Estimated wait message option and set the time 10–600 seconds.

                                                                                                  4

                                                                                                  Choose the type of wait message announcement to play for the callers.

                                                                                                  • Announce queue position—Plays a message "You’re caller number in the queue; please hold" for callers based on the queue position. Enter the number of callers who can hear their queue position. For example, if you set it to 25 callers, callers 1–25 hears this message.
                                                                                                  • Announce wait time—Plays a message notifying the customer about the estimated wait time. Enter the time, in minutes, to play a message for callers whose wait time is less than the entered value.
                                                                                                  5

                                                                                                  Select Play high volume message to play an announcement when all volumes are higher than the maximum queue position defined.

                                                                                                  6

                                                                                                  Click Save.

                                                                                                  Comfort message

                                                                                                  Play a message after the welcome message and before hold music. It’s typically a custom announcement that plays information, such as current promotions or information about products and services.

                                                                                                  1

                                                                                                  Enable Comfort Message.

                                                                                                  2

                                                                                                  Set the time in seconds for a caller to hear the comfort message.

                                                                                                  3

                                                                                                  Choose from one of the following Message types:

                                                                                                  • Play default announcement

                                                                                                  • Play custom announcement - You can upload a custom message or an announcement message.


                                                                                                   
                                                                                                  You can set up to four announcement messages.
                                                                                                  4

                                                                                                  Click Save.

                                                                                                  Comfort message bypass

                                                                                                  Play a shorter comfort message instead of the standard Comfort Message or Music On Hold announcement for all the calls that should be answered quickly. This feature prevents a caller from hearing a short portion of the standard comfort message that abruptly ends when they are connected to an agent.

                                                                                                  1

                                                                                                  Enable Comfort Message Bypass.

                                                                                                  2

                                                                                                  Set the time in seconds for a caller to hear the comfort bypass message.


                                                                                                   

                                                                                                  By default, the time for a caller to hear the comfort bypass message is 30 seconds and it ranges between 1–120 seconds.

                                                                                                  A comfort bypass message is announced when a new incoming call is received by the queue and the longest waiting time for a call in the queue is less than or equal to this threshold.

                                                                                                  3

                                                                                                  Choose from one of the following Message types:

                                                                                                  • Play default announcement

                                                                                                  • Play custom announcement - You can select an announcement message or upload a custom message.


                                                                                                     
                                                                                                    You can set up to four announcement messages.
                                                                                                  4

                                                                                                  Click Save.

                                                                                                  Hold music

                                                                                                  Play music after the comfort message in a repetitive loop.

                                                                                                  1

                                                                                                  Enable Hold Music.


                                                                                                   
                                                                                                  You can add up to 4 music types in the settings after the setup.
                                                                                                  2

                                                                                                  Select an alternate source of music for internal calls.

                                                                                                  3

                                                                                                  Choose from one of the following message types:

                                                                                                  • Play default music

                                                                                                  • Play custom music - you can upload custom music for the caller to hear.

                                                                                                  4

                                                                                                  Click Save.

                                                                                                  Call whisper message

                                                                                                  Play a message to the agent immediately before the incoming call is connected. The message typically announces the identity of the call queue from which the call is coming.

                                                                                                  1

                                                                                                  Enable Call Whisper.


                                                                                                   
                                                                                                  The message is only played to the agents and is useful if they belong to two or more queues.
                                                                                                  2

                                                                                                  Choose a Message Type with one of the following:

                                                                                                  • Play default announcement

                                                                                                  • Play custom announcement - you can upload a custom message or an entrance announcement message.


                                                                                                     
                                                                                                    You can set up to four announcement messages.
                                                                                                  3

                                                                                                  Click Save.

                                                                                                  Edit call queue announcement files settings

                                                                                                  Call queue announcements are messages and music that callers hear while waiting in queue. You can manage your announcement files for an existing call queue.

                                                                                                  1

                                                                                                  From the customer view in https://admin.webex.com, go to Services, and click Calling > Features.

                                                                                                  2

                                                                                                  Click Call Queue, and then select the call queue to edit from the list.

                                                                                                  3

                                                                                                  In the side panel, beside Announcement Files, click Manage.

                                                                                                  4

                                                                                                  Upload an announcement file or record your own announcement.

                                                                                                  • Click Attach a File to upload an audio file from your local machine.
                                                                                                  • Click Record to record your own announcements.
                                                                                                    1. Click the Record button to start recording your announcement.
                                                                                                    2. Click the Stop button to stop recording.
                                                                                                    3. Click the Play button to play and verify the recorded message.
                                                                                                    4. Click the Save button to save the recorded announcement file.
                                                                                                  A list of all files uploaded or recorded are displayed. You can choose to delete any file you do not wish to use.
                                                                                                  Manage call queue agents

                                                                                                  For every Webex call initiated, you’ll be provided with a business Calling Line Identification (CLID). This business CLID can either be a call queue phone number or the agent's configured phone number. The agent can decide to provide this information for outgoing calls either through a persistent configuration or a temporary configuration.

                                                                                                  Configure agent settings for user

                                                                                                  Before you begin

                                                                                                  • The Control Hub administrator enables the phone number to use as the outgoing phone number for the agents in the call queue/hunt group.

                                                                                                  • On enabling the phone number, the administrator can set the agents outgoing phone number with the specific queue/hunt group CLID as per Persistent Configuration.

                                                                                                  • The agents can also set a Temporary CLID Configuration by using the FAC code #80 to use the call queue/hunt group phone number as the CLID displayed for the outgoing call or #81 for outgoing default caller ID as the phone number displayed as CLID".
                                                                                                  1

                                                                                                  From the customer view in https://admin.webex.com go to Management > Users.

                                                                                                  2

                                                                                                  Select a user that you want to configure the agent setting for.

                                                                                                  3

                                                                                                  Select Calling and choose Agent Settings.

                                                                                                  4

                                                                                                  Select the Agent Caller ID.

                                                                                                  You can set the agent caller ID to either the agent's own caller ID or a specific queue/hunt group.

                                                                                                  5

                                                                                                  Configure the agent call queue/hunt group ID from the following options:

                                                                                                  • Configured Caller ID—The caller ID which is already configured to the agent.

                                                                                                  • Call queue or hunt group caller ID—Search by number or queue name and select the Call queue or hunt group Caller ID from the drop-down list


                                                                                                     

                                                                                                    When the agent you’ve selected isn’t part of the call queue or hunt group, by default, this option is disabled.

                                                                                                  Add or edit agents

                                                                                                  Users who receive calls from the queue are known as agents. You can add or delete users, workspaces and virtual lines from a call queue. Users, workspaces, and virtual lines can be assigned to multiple call queues.
                                                                                                  1

                                                                                                  From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

                                                                                                  2

                                                                                                  Click Call Queue, and then select the call queue to edit from the list.

                                                                                                  3

                                                                                                  In the side panel, beside Agents, click Manage.

                                                                                                  4

                                                                                                  (Optional) Select a default skill level value for the agents if you are adding them based on their skills from the Assigned Skill Level drop-down list.


                                                                                                   
                                                                                                  Call routing is based on an agent's skill and competence level. The highest skill level is 1 while the lowest is 20.
                                                                                                  5

                                                                                                  From the Add User or Workspace or Virtual Line drop-down, search or select the users, workspaces, or virtual lines to add to the call queue.

                                                                                                  6

                                                                                                  (Optional) Select the check box if you want to allow agents on active calls to take additional calls.

                                                                                                  7

                                                                                                  (Optional) Select the check box if you want to allow agents to join or unjoin the queue.

                                                                                                  8

                                                                                                  (Optional) Edit the skill level and the Joined toggle for each user, workspace or virtual line in the queue.

                                                                                                  9

                                                                                                  (Optional) To remove a user, workspace or virtual line, click the icon next to the user, workspace, or virtual line.

                                                                                                  10

                                                                                                  (Optional) Click Remove All to remove all users, workspaces or virtual lines from the queue.

                                                                                                  11

                                                                                                  Click Save.


                                                                                                   
                                                                                                  • All agents are added with joined state as TRUE during queue creation.

                                                                                                  • Calls are not routed to the agent even though the agent is available when an agent's joined state is set to FALSE.

                                                                                                  View agent dashboard

                                                                                                  Agent dashboard allows an administrator to have a consolidated view of all agents across call queues. The dashboard displays the agents information and their call queue participation. This allows an administrator to make appropriate call queue staffing decisions and also change the join status of an agent easily.
                                                                                                  1

                                                                                                  From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

                                                                                                  2

                                                                                                  Click Call Queue.

                                                                                                  3

                                                                                                  Select the Agents tab.

                                                                                                  4

                                                                                                  Select an agent from the default list of agents displayed or search for an agent name or the primary number or extension associated with the agent.


                                                                                                   

                                                                                                  You can filter the agent list based on Call queues, Queue locations and Join/Unjoin status.

                                                                                                  The agent dashboard in the default collapsed view displays:

                                                                                                  • Agent Name

                                                                                                  • Number of call queues associated to the agent - Displays the number of call queues the agent is associated to

                                                                                                  • Call queue locations - Displays the number of locations where the call queues are created

                                                                                                  • Primary number - Primary contact number assigned to the agent

                                                                                                  • Extension if available

                                                                                                  • Join/Unjoin status - Displays the number of queues an agent has joined or unjoined when collapsed.

                                                                                                  5

                                                                                                  Click > to expand on the agent details.

                                                                                                  The agent dashboard displays:
                                                                                                  • Agent Name

                                                                                                  • Number of call queues associated to the agent - Lists the call queue names the agent is associated to

                                                                                                  • Call queue locations - Lists each call queue location

                                                                                                  • Primary number - Primary contact number assigned to the call queue

                                                                                                  • Extension if available

                                                                                                  • Join/Unjoin status - Displays the join or unjoin status.

                                                                                                  6

                                                                                                  Toggle to join or unjoin an agent to the specific call queue.

                                                                                                  7

                                                                                                  (Optional) Click Export CSV to export a spreadsheet with a comprehensive agent details.

                                                                                                  Use this table to find the details in the exported CSV.

                                                                                                  Column

                                                                                                  Description

                                                                                                  Agent First Name

                                                                                                  Displays the agents's first name to display for the call queue’s calling line ID (CLID).

                                                                                                  Agent Last Name

                                                                                                  Displays the agents's last name to display for the call queue’s calling line ID (CLID).

                                                                                                  Agent Phone Number

                                                                                                  Displays the agent phone number.

                                                                                                  Agent Extension

                                                                                                  Displays the agent extension.

                                                                                                  Queue Name

                                                                                                  Displays the name of the of the call queue.

                                                                                                  Queue Phone Number

                                                                                                  Displays the call queue phone number.

                                                                                                  Queue Extension

                                                                                                  Displays the call queue extension.

                                                                                                  Queue Location Name

                                                                                                  Displays the call queue location.

                                                                                                  Queue Join Status

                                                                                                  Displays the join or unjoin the call queue.

                                                                                                  Manage call queue supervisors

                                                                                                  Agents in a call queue can be associated with a supervisor who can silently monitor, coach, barge in or to take over calls that their assigned agents are currently handling.

                                                                                                  Call queue supervisor functions for Webex Calling

                                                                                                  Silent monitoring—Monitor an agent’s call without the agent or the caller knowing. Use this feature to make sure training is working or identify where agents need to improve.

                                                                                                  To silently monitor a call, enter #82 plus the agent’s extension or phone number.

                                                                                                  Coaching—Patch into an agent’s call and communicate with the agent. The agent is the only one who can hear you. Use this feature for training new employees.

                                                                                                  To coach a call, enter #85 plus the agent’s extension or phone number.

                                                                                                  Barge-in—Drop in on an agent’s call. Both the agent and the caller can hear you. This feature is useful when you need to participate in the call and help resolve issues.

                                                                                                  To barge-in on a call, enter *33 plus the agent’s extension or phone number.

                                                                                                  Take Over—Pull a call from an agent. Use this feature when you need to completely take over the call for an agent.

                                                                                                  To take over a call, enter #86 plus the agent’s extension or phone number.


                                                                                                   

                                                                                                  While invoking Supervisor functions, a warning tone is played to an agent while he monitors, coaches or barges in and an announcement is played for the takeover function.

                                                                                                  Add or delete a supervisor

                                                                                                  You can add or delete supervisors. When adding a supervisor, you can assign agents to them from multiple call queues.

                                                                                                  1

                                                                                                  From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

                                                                                                  2

                                                                                                  Click Call Queue.

                                                                                                  3

                                                                                                  Select the Supervisor tab.

                                                                                                  4

                                                                                                  Click Add Supervisor.

                                                                                                  5

                                                                                                  Select a user from the drop-down list to add as a supervisor.

                                                                                                  6

                                                                                                  Click Next to assign agents to the supervisor.

                                                                                                  7

                                                                                                  Select agents from the drop-down list to assign to the supervisor.

                                                                                                  8

                                                                                                  Click Next to review the supervisor selected and the agents assigned.

                                                                                                  9

                                                                                                  Click Add Supervisor to add the supervisor and the agents.

                                                                                                  Once a supervisor is added, you can assign agents to the supervisor.

                                                                                                  10

                                                                                                  To remove a supervisor, click Remove Supervisor icon associated with the supervisor.

                                                                                                  Assign or unassign agents to a supervisor

                                                                                                  Assign agents to a supervisor so that the supervisor can perform silent monitoring, coaching, barge-in, and take over.

                                                                                                  1

                                                                                                  From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

                                                                                                  2

                                                                                                  Click Call Queue.

                                                                                                  3

                                                                                                  Select the Supervisor tab.

                                                                                                  4

                                                                                                  Select a user from the drop-down list to add as a supervisor.

                                                                                                  5

                                                                                                  Click Next to assign agents to the supervisor.

                                                                                                  6

                                                                                                  Select agents from the drop-down list to assign to the supervisor.

                                                                                                  7

                                                                                                  Click Next to review the supervisor selected and the agents assigned.

                                                                                                  8

                                                                                                  Click Add Supervisor to add the supervisor and the agents.

                                                                                                  Once a supervisor is added, you can assign agents to the supervisor.

                                                                                                  Once agents are assigned to a supervisor, a supervisor can use Feature Access Codes (FACs) to monitor, coach, barge-in, and take over calls. For more information, see Call queue supervisor functions for Webex Calling.

                                                                                                  9

                                                                                                  To unassign agents, expand the supervisor under which the agent is associated and click Unassign Agents icon associated with the agent.


                                                                                                   
                                                                                                  When you unassign the last agent from a supervisor, the supervisor is removed as well.

                                                                                                  View agents assigned to a queue

                                                                                                  You can see a list of all the agents who are assigned to a call queue.

                                                                                                  1

                                                                                                  From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

                                                                                                  2

                                                                                                  Click Call Queue, and then select the call queue to edit from the list.

                                                                                                  3

                                                                                                  In the side panel, beside Agents, click Manage.

                                                                                                  4

                                                                                                  Edit the users, workspaces, or virtual lines assigned as agents to this call queue.

                                                                                                  5

                                                                                                  Click Save.

                                                                                                  Click Remove All if you want to remove all users, workspaces, or virtual lines from this call queue.

                                                                                                  Call queue analytics

                                                                                                  You can use analytics to evaluate the call queue status, call queue agent status, and live queue status. The call queue data is batch processed each day, and is made available within 24 hours, and metrics are available by 1:00 PM GMT the next day. The amount of data you have access to depends on the type of customer you are. If you're a standard customer, you have access to 3 months of data. If you're a Pro Pack customer, you have access to 13 months of data.


                                                                                                   
                                                                                                  These analytics data are for your general use and shouldn't be used for billing purposes.

                                                                                                  To view call queue analytics, go to Monitoring > Analytics > Calling > Call Queue.

                                                                                                  Dashboard tips

                                                                                                  Adjust time period

                                                                                                  You can view some charts in a hourly, daily, weekly, or monthly timescale so you can track engagement over time and look for usage trends. This offers powerful insight into how incoming calls are being handled in call queues.


                                                                                                   
                                                                                                  The date picker doesn't apply to data in the live queue stats section. Data for the live queue stats section is collected every 30 seconds.

                                                                                                  Global filters

                                                                                                  The dashboard contains powerful filtering tools. Click on the Filters bar to select which data you want to see. The filters that you select will automatically apply to all of the charts. You can filter by specific call queues, locations, and Supervisors.


                                                                                                   

                                                                                                  The Supervisors filter is applicable only to Call Queue Agent Stats.

                                                                                                  Export data or charts

                                                                                                  You can export any graph or detail view. Click the More button on the top right of the chart/list, and select the file format for your download (PDF, PNG, or CSV, depending on whether it's a graph or list).

                                                                                                  When you combine file download with the filters available, you can easily generate useful reports about call queues in your organization.

                                                                                                  KPIs

                                                                                                  KPIs are available at the top of the page to show you a quick high-level status of incoming calls in call queues within the date range that you selected. The KPIs available are:

                                                                                                  • Total answered calls—Total number of calls that agents answered. The percentage shows the change in value over time by comparing it with the past data of the date range selected.
                                                                                                  • Total abandoned calls—Total number of calls where the caller hung up or left a message before an agent became available. The percentage shows the change in value over time by comparing it with the past data of the date range selected.
                                                                                                  • Percentage of abandoned calls—Percentage of calls where the caller hung up or left a message before an agent became available. The percentage shows the change in value over time by comparing it with the past data of the date range selected.
                                                                                                  • Avg wait time—Average time that callers spent waiting for the next available agent to answer the call. The percentage shows the change in value over time by comparing it with the past data of the date range selected.
                                                                                                  Call queue stats analytics KPIs

                                                                                                  Incoming calls for call queues and trend

                                                                                                  This chart shows a breakdown of call queue statistics by incoming calls. You can use this chart to see how call queues are handling all the incoming calls to your organization.

                                                                                                  Incoming calls for call queues and trend charts in call queue stats analytics

                                                                                                  Avg call queue time per call and trend

                                                                                                  This chart shows a breakdown between the average abandoned and average wait minutes from incoming calls. You can use this chart to see how long callers had to wait before hanging up the call or getting transferred to an agent. Average minutes are calculated as:

                                                                                                  • Avg. abandoned time—Average call time that the callers spent waiting for an agent before hanging up or selecting the option to leave a message.
                                                                                                  • Avg. wait time—Average time that callers spend waiting for the next available agent to answer the call.
                                                                                                  Avg call queue minutes per call and trend charts in call queue stats analytics

                                                                                                  Top 25 call queues by status of calls

                                                                                                  This table shows the top 25 call queues with the most calls by a specific status. The statuses of calls available are:

                                                                                                  • Answered calls—Number of calls answered by agents.
                                                                                                  • % of answered calls—Percentage of calls answered by agents.
                                                                                                  • Abandoned calls—Number of calls where the caller hung up or left a message before an agent became available.
                                                                                                  • % of abandoned calls—Percentage of calls where the caller hung up or left a message before an agent became available.
                                                                                                  • Overflows - Busy—Number of calls that overflowed to a different call queue because the queue limit was met.
                                                                                                  • Overflows - Timed out—Number of calls that overflowed to a different call queue because the wait time exceeded the maximum configured limit.
                                                                                                  • Calls transferred—Number of calls that were transferred out of the queue.
                                                                                                  Top 25 call queues by % of calls chart in call queue stats analytics

                                                                                                  Top 25 call queues by avg wait and abandoned time

                                                                                                  This table shows the top 25 call queues with the highest average wait and abandoned times from incoming calls. Average time are calculated as:

                                                                                                  • Avg abandoned time—Average call time that the callers spent waiting for an agent before hanging up or selecting the option to leave a message.
                                                                                                  • Avg wait time—Average call time that callers spend waiting for the next available agent to answer the call.
                                                                                                  Top 25 call queues by avg and abandoned mins chart in call queue analytics

                                                                                                  Call queue stats

                                                                                                  This table shows details of call queues that have been set up in your organization. You can use this table to see the number of incoming calls to call queues and the status of those calls. You can also search for specific call queues, locations, phone numbers, and extensions by using the search bar in the table. The details available are:

                                                                                                  • Call queue—Name of the call queue.
                                                                                                  • Location—Location assigned to the call queue.
                                                                                                  • Phone No.—Phone number assigned to the call queue.
                                                                                                  • Extension—Extension number assigned to the call queue.
                                                                                                  • Total hold time—Total time that calls were placed on hold by agents.
                                                                                                  • Avg hold time—Average time that calls were placed on hold by agents.
                                                                                                  • Total talk time—Total time that agents were actively talking on calls.
                                                                                                  • Avg talk time—Average time that agents were actively talking on calls.
                                                                                                  • Total handle time—Total time that agents spent handling calls. Handle time is calculated as Total talk time + Total hold time = Total handle time.
                                                                                                  • Avg handle time—Average time that agents spent handling calls.
                                                                                                  • Total wait time—Total time that callers spent waiting for the next available agent to answer the call.
                                                                                                  • Avg wait time—Average time that callers spent waiting for the next available agent to answer the call.
                                                                                                  • Calls answered—Number of calls answered by agents.
                                                                                                  • % Answered calls—Percentage of calls answered by agents.
                                                                                                  • Calls abandoned—Number of calls where the caller hung up or left a message before an agent became available.
                                                                                                  • % Abandoned calls—Percentage of calls where the caller hung up or left a message before an agent became available.
                                                                                                  • Avg abandoned time—Average time where callers hung up or left a message before an agent became available.
                                                                                                  • Abandoned time—Time where callers hung up or left a message before an agent became available.
                                                                                                  • Total calls—Total number of incoming calls.
                                                                                                  • Overflow - Busy—Number of calls that overflowed because the queue limit was met.
                                                                                                  • Overflow - Timed out—Number of calls that overflowed because the wait time exceeded the maximum limit.
                                                                                                  • Calls transferred—Number of calls that were transferred out of the queue.
                                                                                                  • Avg. no. of agents assigned—Average number of agents assigned to call queues.
                                                                                                  • Avg. no. of agents handling calls—Average number of agents that actively handled calls.

                                                                                                   
                                                                                                  Call queues with no data won't show in this table.
                                                                                                  Call queue stats table in call queue analytics

                                                                                                  KPIs

                                                                                                  KPIs are available at the top of the page to show you details about the calls that agents handled within the date range that you selected. The KPIs available are:

                                                                                                  • Total answered calls—Total number of presented calls that were answered by agents. The percentage shows the change in value over time by comparing it with the past data of the date range selected.
                                                                                                  • Total bounced calls—Total number of calls that were presented to an agent but weren't answered. The percentage shows the change in value over time by comparing it with the past data of the date range selected.
                                                                                                  • Avg. handle time—Average time that agents spend on handling calls. The percentage shows the change in value over time by comparing it with the past data of the date range selected.
                                                                                                  Call queue analytics call queue agent stats KPIs

                                                                                                  Avg agent call time per call and trend

                                                                                                  This chart shows on average how long each call lasts by their call status. You can use this chart to see if callers are getting the help they need in a timely manner.

                                                                                                  Avg agent call minutes per call and trend charts in call queue agent stats analytics

                                                                                                  Incoming calls to agents by call status

                                                                                                  This chart shows a breakdown of incoming calls to agents based on the call status. This chart can help you see if there are more bounced calls than usual.

                                                                                                  Incoming calls to agents by call status chart in call queue agent stats analytics

                                                                                                  Active agents trending

                                                                                                  This chart shows a trend of active agents during certain date ranges. You can compare the numbers of agents in this chart with another chart, such as with Incoming calls to agents by call status, to see if there are enough agents to handle the number of calls.

                                                                                                  Active agents trending chart in Customer Experience analytics

                                                                                                  Top 25 agents by answered and bounced calls

                                                                                                  This table shows the top 25 agents with the most answered or bounced calls.

                                                                                                  Top 25 agents by answered and bounced calls chart in call queue agent stats analytics

                                                                                                  Top 25 agents by avg talk and avg held time

                                                                                                  This table shows the top 25 agents with the highest average talk or hold minutes.

                                                                                                  Top 25 agents by avg talk and avg hold mins chart in call queue agent stats analytics

                                                                                                  Call queue agents

                                                                                                  This table shows details of all the agents that have been assigned to call queues in your organization. You can use this table to see which agent gets the most calls and information about their calling stats. You can also search for specific agent or workspace names, call queues, and locations by using the search bar in the table. The details available are:

                                                                                                  • Agent name—Name of the agent or workspace.
                                                                                                  • Call queue—Name of the call queue.
                                                                                                  • Location—Location assigned to the call queue.
                                                                                                  • Total answered calls—Number of calls that were presented to the agent and answered by them.
                                                                                                  • Bounced calls—Number of calls that were presented to the agent but went unanswered.
                                                                                                  • Total presented calls—Number of inbound calls to the agent that were distributed by the call queue.
                                                                                                  • Total talk time—Total time that an agent spent actively talking on calls.
                                                                                                  • Avg. talk time—Average time that an agent spent actively talking on calls.
                                                                                                  • Total hold time—Total time that an agent put calls on hold.
                                                                                                  • Avg. hold time—Average time that an agent put calls on hold.
                                                                                                  • Total handle time—Total time that an agent spent handling calls. Handle minutes are calculated as Total talk time + Total hold time = Total handle time.
                                                                                                  • Avg. handle time—Average time that an agent spent handling calls.
                                                                                                  Call queue agents table in Customer Experience analytics

                                                                                                  KPIs

                                                                                                  KPIs are available at the top of the page to show you all the current incoming calls and what their statuses are to help you monitor call queues in real time. The KPIs available are:

                                                                                                  • Active calls—Shows the number of calls where agents are talking to callers.
                                                                                                  • Calls waiting—Shows the number of calls that are waiting for the next available agent to answer.
                                                                                                  • Held calls—Shows the number of calls that agents placed on hold.
                                                                                                  Call queue analytics live queue stats KPIs

                                                                                                  Live call queue stats

                                                                                                  This table shows details of all the call queues that have been set up in your organization. You can use this table to see which call queue gets the most calls and adjust the number of agents as needed. You can also search for specific call queues, locations, phone numbers, and extensions by using the search bar in the table. The details available are:

                                                                                                  • Call queue—The name of the call queue.
                                                                                                  • Location—The location assigned to the call queue.
                                                                                                  • Phone no.—The phone number assigned to the call queue.
                                                                                                  • Extension—The extension assigned to the call queue.
                                                                                                  • Active calls—The number of calls where agents are talking to callers.
                                                                                                  • Held calls—The number of calls that agents have placed on hold.
                                                                                                  • Calls waiting—The number of calls that are waiting for the next available agent.

                                                                                                  Call queue reports

                                                                                                  You can view call queue reports with details on all inbound calls that reached the call queue and also view queue and agent stats.

                                                                                                  You can access reports under Monitoring > Reports in the left navigation of Control Hub.

                                                                                                  Call Queue Stats Report

                                                                                                  This report shows details of call queues that have been set up in your organization. You can use this report to see the number of incoming calls to call queues and the status of those calls.

                                                                                                  Column NameDescription
                                                                                                  Call QueueName of the call queue.
                                                                                                  LocationLocation assigned to the call queue.
                                                                                                  Phone No.Phone number assigned to the call queue.
                                                                                                  ExtensionExtension number assigned to the call queue.
                                                                                                  Total Hold MinsTotal number of minutes that calls were placed on hold by agents.
                                                                                                  Avg Hold MinsAverage number of minutes that calls were placed on hold by agents.
                                                                                                  Total Talk MinsTotal number of minutes that agents were actively talking on calls.
                                                                                                  Avg Talk MinsAverage number of minutes that agents were actively talking on calls.
                                                                                                  Total Handle MinsTotal number of minutes that agents spent handling calls. Handle minutes are calculated as Total Talk Mins + Total Hold Mins = Total Handle Mins.
                                                                                                  Avg Handle MinsAverage number of minutes that agents spent handling calls.
                                                                                                  Total Wait MinsTotal number of minutes that callers spent waiting for the next available agent to answer the call.
                                                                                                  Avg Wait MinsAverage number of minutes that callers spent waiting for the next available agent to answer the call.
                                                                                                  Calls AnsweredNumber of calls answered by agents.
                                                                                                  % Answered CallsPercentage of calls answered by agents.
                                                                                                  Calls AbandonedNumber of calls where the caller hung up or left a message before an agent became available.
                                                                                                  % Abandoned CallsPercentage of calls where the caller hung up or left a message before an agent became available.
                                                                                                  Avg Abandoned MinsAverage number of minutes where callers hung up or left a message before an agent became available.
                                                                                                  Abandoned MinsNumber of minutes where callers hung up or left a message before an agent became available.
                                                                                                  Total CallsTotal number of incoming calls.
                                                                                                  Overflow - BusyNumber of calls that overflowed because the queue limit was met.
                                                                                                  Overflow - Timed outNumber of calls that overflowed because the wait time exceeded the maximum limit.
                                                                                                  Calls TransferredNumber of calls that were transferred out of the queue.
                                                                                                  Avg No. of Agents AssignedAverage number of agents assigned to call queues.
                                                                                                  Avg No. of Agents Handling CallsAverage number of agents that actively handled calls.

                                                                                                  Call Queue agent stats report

                                                                                                  This report shows details of all the agents that have been assigned to call queues in your organization. You can use this report to see which agent gets the most calls and information about their calling stats.

                                                                                                  Column NameDescription
                                                                                                  Agent/Workspace NameName of the agent or workspace.
                                                                                                  Call QueueName of the call queue.
                                                                                                  LocationLocation assigned to the call queue.
                                                                                                  Total Answered CallsNumber of calls that were presented to the agent and answered by them.
                                                                                                  Bounced CallsNumber of calls that were presented to the agent but went unanswered.
                                                                                                  Total Presented CallsNumber of inbound calls to the agent that were distributed by the call queue.
                                                                                                  Total Talk MinsTotal number of minutes that the agent spent actively talking on calls.
                                                                                                  Avg Talk MinsAverage number of minutes that the agent spent actively talking on calls.
                                                                                                  Total Hold MinsTotal number of minutes that the agent put calls on hold.
                                                                                                  Avg Hold MinsAverage number of minutes that the agent put calls on hold.
                                                                                                  Total Handle MinsTotal number of minutes that an agent spent handling calls. Handle minutes are calculated as Total Talk Mins + Total Hold Mins = Total Handle Mins.
                                                                                                  Avg Handle MinsAverage number of minutes that agents spent handling calls.

                                                                                                  For more details on other services report templates, custom templates and managing reports, see Reports for Your Cloud Collaboration Portfolio.

                                                                                                  Agent experience in Webex App

                                                                                                  Agent features

                                                                                                  Using the Webex App, the agents can set availability status, join/unjoin queue, make outbound call, make conference call, and so on.

                                                                                                  For more details, see Change your call queue status.

                                                                                                  Multi call window

                                                                                                  The muti call window option in the Webex App allows agents to get a quick view of the call status and easily access some common calling features such as dismiss calls, answer calls, transfer, hold, and so on.

                                                                                                  For more details, see Manage all your phone calls in one place.

                                                                                                  Webex Calling for Microsoft Teams

                                                                                                  The Webex Calling integration within the Microsoft Teams allows agents to access the Webex Calling features directly from the Microsoft Teams.

                                                                                                  For more details, see Webex Calling for Microsoft Teams.

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