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Webex Customer Experience Essentials
Webex Customer Experience Essentials is designed to provide significant contact center capabilities such as queue management, screen pop, analytics, reports, and so on. You can easily elevate your Customer Experience Basic queue to Essentials while maintaining the existing settings. Agents and supervisors can access the features directly from their Webex App.
Overview
Webex Customer Experience Essentials provides the fundamental capabilities of the Webex Contact Center solution. It includes all the Webex Calling professional capabilities, Customer Experience Basic features, and some additional key features accessible through the Webex App for both agents and supervisors. The features like screen pop, supervisor experience in Webex App, and real-time and historical agent and queue view make the Customer Experience Essentials distinct from the Customer Experience Basic.
This offering is best suitable for customers who need low-end professional key contact center capabilities and don't need the advanced features of a comprehensive contact center solution.
We recommend Webex Contact Center for customers who require sophisticated customer engagement capabilities, omni-channel routing, or large-scale, and high call volume deployments.
Features and benefits
Customer Experience Essentials includes all the Customer Experience Basic features and the following additional features:
- Admin configuration in Control Hub
- Call queue upgrade
- Customer Experience Essentials queue, agents, and supervisor management
- Screen pop configuration
- Analytics
- Reports
- Agent experience in Webex App
- Real-time queue view
- Screen pop
- Supervisor experience in Webex App
- Agent availability status management
- Agent queue join/unjoin status management
- Agent monitoring
- Real-time agent and queue view
- Historical agent and queue view
For a detailed comparison of the features, see Customer Experience Basic and Customer Experience Essentials feature comparison.
Recommendations
Follow the below recommendations to utilize the full advantage of the features:
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The Customer Experience Essentials agent can still use the Webex App mobile or a desk phone in the same way as a Customer Experience Basic agent. However, some Customer Experience Essentials agent features, such as real-time queue view and screen pop on inbound calls, are available only in the Webex App desktop client.
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The Customer Experience Essentials supervisor experience is primarily provided through the Webex App desktop client. The Customer Experience Essentials supervisor can still use dialed (FAC) monitoring functions in the same way as the Customer Experience Basic supervisor. However, Customer Experience Essentials supervisor features, such as historical agent and queue view, real-time agent and queue view, and agent monitoring, are available only in the Webex App desktop client.
Limitations
- Simultaneous login from multiple desktop apps is not supported.
- Workspaces and virtual lines can’t be assigned to Customer Experience Essentials queues.
- Only bulk and Control Hub provisioning are provided in this phase. Public APIs aren’t supported.
- Customer Experience Essentials features apply only to the primary line, but don’t apply to the secondary or shared lines configured on the Webex App.
- Currently, the Customer Experience Essentials is not available for India.
Customer Experience Essentials trial
Partners can start a Customer Experience Essentials trial for customers so that they can try out the service before purchasing a license.
Contact a Cisco sales representative or check with your partner to trial the Customer Experience Essentials.
Few limitations to note when using the trial version:
- You can’t upgrade the Customer Experience Basic call queue to the Customer Experience Essentials queue.
- You can assign only licensed users to the Customer Experience Essentials queue.
For more information on Webex trials, see Start and Manage Webex Enterprise Trials in Webex Partner Hub.
Purchase license
Partners can order Customer Experience Essentials through Cisco Collaboration Flex Plan 3.0 or through a Service Provider in Cisco Commerce Workspace (CCW) as part of a new subscription or as a change order for an existing subscription. The Customer Experience Essential license includes a Webex Calling professional license.
For more details, see Webex Customer Experience Essentials Ordering Guide.
Assign Customer Experience Essentials license to users
Before you begin
You can't assign both Webex Calling standard license and Customer Experience Essentials license to a user.
If you want to add new users to your organization and assign license to them, see Add users manually in Control Hub and Add multiple users in Control Hub with the CSV template.
If you want to assign license to the existing users, perform one of the following ways:
Manually assign a license to users
1 |
Sign in to Control Hub. |
2 |
Go to the respective paths:
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3 |
Choose Customer Experience and select Essentials. |
4 |
Click Save. |
Bulk assign license to users
1 |
Sign in to Control Hub. |
2 |
Go to . |
3 |
From the Add users drop-down, choose . |
4 |
Click Download CSV template. The spreadsheet gets downloaded. |
5 |
In the spreadsheet, under the Customer Experience Essentials columns, enter TRUE to assign the service. |
6 |
After you save the CSV file, click Choose a file, select the file that you modified, and then click Open. |
7 |
Click Upload. To review the progress of your task, go to . |
Upgrade call queue from Customer Experience Basic to Customer Experience Essentials
If your organization has purchased a Customer Experience Essentials license and wants to move the existing basic call queue to Customer Experience Essentials queue, you can do it effortlessly from the Control Hub. Upgrading the queue maintains the assigned agents and supervisors, and the existing settings of the queue.
Upgrade a call queue
Before you begin
Once a call queue is upgraded, you can’t downgrade it.
Virtual line and workspace in the Customer Experience Basic call queue aren’t supported to upgrade to Customer Experience Essentials queues.
1 |
Sign in to Control Hub. |
2 |
Go to . |
3 |
Go to the Call Queue card and click Manage. The list of call queues created appear.
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4 |
Click the |
5 |
Review the queue information and click Next. The weighted routing pattern from Customer Experience Basic isn’t supported in Customer Experience Essentials and defaults to Top Down. You can change to other routing types after the upgrade. |
6 |
Choose a subscription for Customer Experience Essentials license to allocate to the agents and click Next. This section doesn’t appear if all the agents are already assigned with the Customer Experience Essentials license.
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7 |
Review the virtual line and workspace details and check Continue upgrade without virtual line and workspace, and click Next. This section doesn’t appear if you’ve no virtual line or workspace assigned to the call queue.
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8 |
Click Upgrade. You can review the upgrade process in the task manager.
Once the upgrade is successful, go to
to view the upgraded queue. |
Create and manage queue
Queue 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. 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 queue.
Create a queue
Before you begin
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Sign in to Control Hub. | |||||||||||||||||||||||||||
2 |
Go to . | |||||||||||||||||||||||||||
3 |
Click . | |||||||||||||||||||||||||||
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On the Basics page, enter the following information, and then click Next.
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On the Call Routing page, choose one of the following options, and click Next.
The following table shows the maximum number of agents that you can allocate for each call routing type.
By default, the calls aren’t routed to agents when they are in Wrapping Up state. | |||||||||||||||||||||||||||
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On the Queue Settings page, configure the screen pop, overflow settings, and notification tone for agents, and then click Next.
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On the Announcements page, determine the messages and music that callers hear while waiting in the queue, and click Next. Enable any of the following options:
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8 |
On the Select Agents page, search and select the users to add to the queue, and click Next. You can enable the Show Customer Experience users Only toggle to view only the Customer Experience Essentials entitled users in the drop-down. If you've selected a skill based routing type, you get a Assigned Skill Level drop-down list from which you can select the skill level value for the users. You can assign a skill level (1 being the highest skill level and 20 being the lowest skill level) to each user added to the queue. By default, the agents are added with skill level 1 (Highest skill level). Depending on the call routing option that you chose previously, you may need to add extra information such as for circular or top-down call routing, drag and drop users in the order of their queue position. You can also select the following options:
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On the Assign license page, choose the subscription for Customer Experience Essentials license to assign to the users and click Next. This page doesn't appear if all the added users are already assigned with the Customer Experience Essentials license.
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On the Review page, review your queue settings to make sure you've entered the correct details. | |||||||||||||||||||||||||||
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Click Add queue and Done to add your queue. On creating a queue, you can enable or disable the queue using the toggle beside Enable Queue in the side panel. Toggling off the Enable Queue in the side panel disables all new calls to the queue and presents a busy status to the caller. Also, it resets the call routing type allocation for the next agent, for example, circular routing will default to the first agent in the list. |
Create queues in bulk
You can add and manage queues in bulk using a queue CSV. The section cover the specific fields and values needed for the CSV upload of queues.
Before you begin
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Before uploading your queue CSV, make sure to read Bulk provisioning Webex Calling elements using CSV to understand the CSV conventions.
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You can either export your current queues, which allows you to add, delete, or modify your existing data set, or you can export a sample set of 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.
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It's 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 queue CSV are found in the table below.
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The maximum amount of rows is 1,000 (not including the header).
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Each row can hold a maximum of 50 agents. See Add or edit more than 50 agents at a time section for more information.
Bulk add queues
Call forwarding settings for a queue can’t be modified in bulk. To edit call forwarding for a queue, see Edit call forwarding settings section.
1 |
Sign in to Control Hub. |
2 |
Go to . |
3 |
Click . |
4 |
Select a location for the queues you'd like to add. |
5 |
Click Download .csv template. |
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Fill out the spreadsheet. |
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Upload the CSV file by dragging and dropping or clicking Choose a file. |
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Click Upload. When successfully uploaded, you can click See Tasks Page for details to view the status of the changes. |
Bulk edit queues
To modify queues in bulk, you can simply download the current CSV data and make the necessary changes to the spreadsheet.
Call forwarding settings for a queue can’t be modified in bulk. To edit call forwarding for a queue, see Edit call forwarding settings section.
1 |
Sign in to Control Hub. |
2 |
Go to . |
3 |
Click . |
4 |
Select a location for the queues you’d like to modify. |
5 |
Click Download data. If the data for the queues you’ve selected exceeds the maximum (more than 10,000 rows for each CSV), you receive a zipped file with multiple CSV files included. |
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Make the necessary changes to the spreadsheet. |
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Upload the modified CSV file by dragging and dropping or clicking Choose a file. |
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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 need to determine when adding or editing queues in bulk.
Columns are either mandatory or optional fields. This varies depending on whether you’re using the CSV to add a new queue or edit an existing queue.
Column |
Mandatory or optional (Add a queue) |
Mandatory or optional (Edit a queue) |
Description |
Supported values |
---|---|---|---|---|
Name |
Mandatory |
Mandatory |
Enter the name of the queue. Queue names within the same location need to be uniquely identifiable. If the queues are in different locations, they can have the same queue name. |
Example: San Jose Queue Character length: 1-30 |
Phone Number |
Mandatory (if extension is left blank) |
Optional |
Enter the 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 the phone number is left blank) |
Optional |
Enter the queue extension. You must have either a phone number or an extension. |
Two to ten digit extension. 00-999999 |
Location |
Mandatory |
Mandatory |
Enter the location to assign this 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 queue’s calling line ID (CLID). The caller ID name entered here, along with the calling party caller ID name and number, shows when the queue agents are receiving an incoming call from the queue. |
Example: San Only UTF-8 characters are supported. Character length: 1-30 |
Caller ID Last Name |
Optional |
Optional |
Enter the last name to display for the queue’s calling line ID (CLID). The caller ID name entered here, along with the calling party caller ID name and number, shows when the queue agents are receiving an incoming call from the queue. |
Example: Jose Only UTF-8 characters are supported. Character length: 1-30 |
Language |
Optional |
Optional |
Enter the announcement language for your queue. |
Example: en_us |
Timezone |
Optional |
Optional |
Enter the queue time zone key. This time zone applies to the schedules applied to this queue. |
Example: America/Chicago Character length: 1-127 |
Queue Enable |
Optional |
Optional |
Use this column to activate or deactivate the queue. |
ENABLED, DISABLED, enabled, disabled |
Number of Calls in Queue |
Optional |
Optional |
Enter the limit for the number of calls the system keeps in queue, waiting for an available agent. |
Range: 1-250 Don’t set the Number of Calls in Queue to 0. If it's set to 0, then incoming calls aren’t allowed. |
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 queue. |
PRIORITY_BASED, SKILL_BASED |
Call Routing Pattern |
Mandatory |
Optional |
Enter the queue routing pattern. Choose one of the following supported policies. |
When the Call Routing Type is Priority Based, values are: CIRCULAR, REGULAR, SIMULTANEOUS, UNIFORM, WEIGHTED When the 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 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 want 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 positions 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’s 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 the 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 the 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 queue. Bounced calls are those that were sent to an available agent, but the agent doesn’t 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 the 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 the 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 the 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 the 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 the 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 queue calls. If enabled, agents will hear a distinctive ringing when they receive calls from the 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’ll remove all previously entered alternate numbers and replace it with the alternate numbers you’re 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 agent you list in the row. If you enter REPLACE, you’ll remove all previously entered agents and replace it with the agents you’re adding in this row only. |
ADD, REPLACE, REMOVE |
Alternate Number(s) |
Optional |
Optional |
Enter the alternate number(s) to assign to the 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 email address of the user that you'd like to assign as agents to the queue. |
Example: test@example.com Character length: 1-161 |
Agent1 Weight, Agent2 Weight... Agent50 Weight |
Optional |
Optional |
If the call routing policy for the 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 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:
You can leave all other columns blank. |
3 |
Continue to do this until you’ve added all of the agents you need to add or edit. |
Manage calls in queue
Make sure customers are reaching the right agents at the right time when they call into a queue. You can configure and edit incoming call settings like call forwarding, routing pattern, overflow settings, screen pop settings, bounced call settings, and call back settings for a queue in Control Hub.
Edit queue settings
You can change the language, number of calls for the queue, and the caller ID for your queue.
1 |
Sign in to Control Hub. |
2 |
Go to . |
3 |
Select a queue to edit from the list. |
4 |
In the side panel, click Settings. |
5 |
Edit any of the following fields:
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6 |
Click Save. |
Edit queue phone numbers
You can change your queue phone number and add up to 10 alternate numbers.
1 |
Sign in to Control Hub. |
2 |
Go to . |
3 |
Select a queue to edit from the list. |
4 |
In the side panel, click Phone Number. |
5 |
Edit the Phone Number and/or Extension. If you've left the extension field blank when creating the call queue, the system automatically assigns the last four digits of the phone number as an extension for this call queue. |
6 |
Toggle on Allow agents to use call queue number as caller ID to allow the agents to use the call queue number as the caller ID. There’s a restriction that both the call queue’s location and the agent’s location must have the same PSTN provider, country, and zone (this applies only to locations in India). If it’s different, then the call queue caller ID doesn't display to the agent. This restriction helps to prevent call failure, potential billing issues, and ensures adherence to country-specific telecom regulations. Examples of invalid cross-location number usage:
|
7 |
Search and add Alternate Numbers. |
8 |
Enable or disable Distinctive Ringing for the alternate numbers assigned to the queue. |
9 |
In the table, select the ring pattern to assign to each alternate number using the drop-down menu in the Ring Pattern column. |
10 |
Click Save. |
Edit call forwarding settings
You can forward all incoming calls dependent on a set of criteria that you define.
1 |
Sign in to Control Hub. |
2 |
Go to . |
3 |
Select a queue to edit from the list. |
4 |
In the side panel, click Call Forwarding. |
5 |
Toggle the Call Forwarding feature on. |
6 |
Choose from one of the following options:
If you choose Selectively Forward Calls, you need to have at least one rule for forwarding applied for call forwarding to be active. |
7 |
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. |
8 |
If you choose Selectively Forward Calls, create a rule by clicking Add When to Forward or Add When Not to Forward. |
9 |
Create a Rule Name. |
10 |
For When to Forward or When Not to Forward, select a Business Schedule and Holiday Schedule from the drop-down menu. |
11 |
For Forward To, select at least one option from Default Phone Number or add a Different Phone Number. |
12 |
For Calls From, select Any Number or Selected Numbers with at least one option from the following:
|
13 |
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. |
14 |
Click Save. |
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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.
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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 screen pop settings
You can configure screen pop settings to display the customer information screen on the Agent's desktop when an agent answers an incoming call.
1 |
Sign in to Control Hub. | |||||||||||||||||||||||||||
2 |
Go to . | |||||||||||||||||||||||||||
3 |
Select a queue to edit from the list. | |||||||||||||||||||||||||||
4 |
In the side panel, click Screen pop. | |||||||||||||||||||||||||||
5 |
Toggle the Screen pop option on and edit the following details to display the customer information screen on an agent’s desktop.
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6 |
Click Save. |
Edit overflow settings
The overflow settings determine how your overflow calls are handled when the queue becomes full.
1 |
Sign in to Control Hub. |
2 |
Go to . |
3 |
Select a queue to edit from the list. |
4 |
In the side panel, click Overflow Settings. |
5 |
Enable or disable the following settings:
|
6 |
Choose how to handle new calls when the queue is full:
|
7 |
Enable or disable the following settings:
|
8 |
Click Save. |
Edit routing type
You can change the call routing pattern of your existing queue.
1 |
Sign in to Control Hub. | ||||||||||||||||||||
2 |
Go to . | ||||||||||||||||||||
3 |
Select a queue to edit from the list. | ||||||||||||||||||||
4 |
In the side panel, click Call Routing. | ||||||||||||||||||||
5 |
Edit the following options:
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6 |
Click Save. The following table shows the maximum number of agents that you can allocate for each call routing type.
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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
1 |
Sign in to Control Hub. |
2 |
Go to . |
3 |
Select a queue to edit from the list. |
4 |
In the side panel, click Call Back. |
5 |
Toggle the Call Back option on. |
6 |
Enter Minimum estimated time for call back option in minutes. This determines at what estimated wait time the caller receives the call-back option. This option works along with the Estimated wait message for Queued Calls. If this value is equal to or lower than the Default Call Handling Time announcement value, then the call back prompt plays. If this value is higher than the Default Call Handling Time announcement value, then the call back prompt doesn't play. |
7 |
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. |
8 |
Click Save. When a user receives a call back, they are prompted to press 1 to connect to the agent and 2 to cancel. The timeout for this prompt is set to 15 seconds by default, and the call drops after that.
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Edit bounced calls settings
Bounced calls are those that were sent to an available agent, but the agent doesn’t 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 |
Sign in to Control Hub. |
2 |
Go to . |
3 |
Select a queue to edit from the list. |
4 |
In the side panel, click Bounced Calls. |
5 |
Enable or disable the following options:
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6 |
Enable or disable Distinctive Ringing for bounced calls. If enabled, choose the ring pattern from the drop-down menu.
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7 |
Click Save. If you’ve set up a simultaneous call routing pattern and bounced call settings, you can enhance the call distribution of unanswered calls. For more information, see Enhance call queue simultaneous ring call distribution for bounced calls. |
Change agent’s status to unavailable for bounced calls
Using the bounced call policy, you can change the agent’s status to Unavailable when a call presented to them bounces.
Here are some example scenarios in which a call may bounce:
- No answer—The agent doesn’t answer the call within a specified number of rings based on the queue settings.
- Not reachable—The call is directed to the agent’s unregistered device.
- Call decline—The agent declines the call directed to them.
If a call routed to an agent bounces and the bounced call policy is enabled, the agent status changes to Unavailable. The bounced call is then returned to the queue and offered to the next available agent. This status change prevents the call from being routed to the same agent, improving the customer experience by reducing prolonged call waiting time.
The supervisor can view the status change in the Agents Monitoring dashboard. The information icon is displayed next to the agent's unavailability state to indicate that the status is set by the bounced call policy. The icon is removed once the agent sets their own status. The agent also receives a notification in Webex App about the status change, and they must reset their state to Available to receive new calls from the queue.
You can enable this feature at the organization level. Enabling this setting applies to all Customer Experience Essentials agents within the organization.
1 |
Sign in to Control Hub. |
2 |
Go to . |
3 |
Go to the Bounced call policy for agent section, and turn on the toggle. |
4 |
Click Save.
To enable or disable the Allow agents on active calls to take additional calls setting, see the Add or edit agents section. To enable or disable the call waiting setting for an agent, see Enable Call Waiting for Users. |
Manage queue policies
With 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.
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 queue take the order of precedence and enter the queue to determine how the call is
- handled when the queue becomes full
- bounced when the agent doesn’t answer the calls
- processed when the queue has no agents
Manage holiday service
Configure the queue to route calls differently during the holidays.
1 |
Sign in to Control Hub. |
2 |
Go to . |
3 |
Select a queue to edit from the list. |
4 |
In the side panel, click Holiday Service. |
5 |
Enable Holiday Service. |
6 |
Select an option from the drop-down.
|
7 |
Select Holiday Schedule from the drop-down list. You can also configure new holiday schedules if a specific holiday schedule isn’t listed in the drop-down list.
|
8 |
Select Play announcement before holiday service to play the holiday service announcement before the selected night service action. |
9 |
Choose one of the following announcement types:
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10 |
Click Save. |
Manage night service
Configure the queue to route calls differently during the hours when the queue isn’t in service. This is determined by a schedule that defines the business hours of the queue.
1 |
Sign in to Control Hub. |
2 |
Go to . |
3 |
Select a queue to edit from the list. |
4 |
In the side panel, click Night Service. |
5 |
Enable Night Service. |
6 |
Select an option from the drop-down.
|
7 |
Select Play announcement before night service action to play the night service announcement before the selected night service action. |
8 |
Choose an Announcement Type with one of the following:
|
9 |
Select Business Hours from the drop-down list. You can also configure new business hours if a specific business hour isn’t listed in the drop-down list.
|
10 |
Enable Forced night service now regardless of business hours schedule to force calls regardless of business hours. When enabled, you can define an alternate announcement if necessary. |
11 |
Select Use alternate announcement source and choose one of the following announcement types:
|
12 |
Click Save. |
Manage forced forwarding
Forced forwarding allows the queue to be put in an emergency mode to forward calls to a different location during the emergency. Configure the queue to temporarily divert new incoming calls to a different route independent of the Night Service and Holiday Service route.
1 |
Sign in to Control Hub. |
2 |
Go to . |
3 |
Select a queue to edit from the list. |
4 |
In the side panel, click Forced Forwarding. |
5 |
Enable Forced Forwarding. |
6 |
Enter the phone number you want to transfer the call to. |
7 |
Select Play announcement before forwarding to play the forced forward announcement. |
8 |
Choose one of the following announcement types:
|
9 |
Click Save. |
Manage stranded calls
A stranded call is processed by a queue that has no agents currently staffed. Configure the queue routing policy for calls stranded in the queue when all the agents are signed out.
1 |
Sign in to Control Hub. |
2 |
Go to . |
3 |
Select a queue to edit from the list. |
4 |
In the side panel, click Stranded Calls. |
5 |
Select from the options what you wish to do with the stranded calls.
|
6 |
Click Save. |
Manage queue announcements
Queue announcements are messages and music that you hear while waiting in the queue. You can manage your announcement settings either for a new or an existing queue.
Edit queue announcement settings
1 |
Sign in to Control Hub. |
2 |
Go to . |
3 |
Select a queue to edit from the list. |
4 |
In the side panel, click Announcements. |
5 |
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 Welcome message is mandatory. Selecting this option causes the message to play to a caller before presented to an agent even if an agent is available. |
3 |
Choose one of the following message types:
|
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. This time is the estimated handling time per call (in minutes). The system uses this time to calculate the estimated wait time, and announces it to the user if you select the Announce Wait Time option as the announcement type. This option works along with the Minimum estimated time for call back option. If you want to play the call back prompt to the caller, then this value must be equal or higher than the Minimum estimated time for call back option value.
|
3 |
Enable the Repeat periodic playing of Estimated wait message option and set the time 10–600 seconds. If you enable this option, the estimated wait time message announcement (queue position or wait time message) plays at a determined interval until the system reaches the Minimum estimated time for call back option value. If you disable this option, then the call back prompt plays immediately.
|
4 |
Choose the type of wait message announcement to play for the callers.
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5 |
Select Play high volume message to play an announcement when all volumes are higher than the maximum queue position defined. Enabling this option plays the call back prompt after this announcement.
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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 one of the following message types:
|
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:
|
4 |
Click Save. |
Hold music
Play music to the callers after the comfort message in a repetitive loop.
1 |
Enable Hold Music. |
2 |
Choose one of the following greeting types:
|
3 |
You can select an alternate source for internal calls. |
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 one of the following message types:
|
3 |
Click Save. |
Edit queue announcement files settings
1 |
Sign in to Control Hub. |
2 |
Go to . |
3 |
Select a queue to edit from the list. |
4 |
In the side panel, click Announcement Files. |
5 |
Upload an announcement file or record your own announcement.
A list of all files uploaded or recorded is displayed. You can choose to delete any file you don’t wish to use.
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Manage 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 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.
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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 |
Sign in to Control Hub. |
2 |
Go to . |
3 |
Select a user that you want to configure the agent setting for. |
4 |
Click Calling and go to the Agent Settings section. |
5 |
Click the Agent Caller ID. You can set the agent caller ID to either the agent's own caller ID or a specific call queue or hunt group. |
6 |
Configure the agent call queue or hunt group ID from the following options:
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Add or edit agents
If you’re a location administrator, you may view all the agents assigned to a call queue including the agents outside your assigned location. You can delete any assigned agents and can add any users to the queue, including the users from other locations. However, you can allow agents only in your assigned locations to join or unjoin the queue. For more details, see Delegate location administration.
1 |
Sign in to Control Hub. |
2 |
Go to . |
3 |
Select a queue to edit from the list. |
4 |
In the side panel, click Agents. |
5 |
(Optional) Select a default skill level value for the agents if you’re adding them based on their skills from the Assigned Skill Level drop-down list. You can assign a skill level only when you select a skill-based routing type; otherwise, the option to set the skill level doesn’t appear. You can assign a skill level (1 being the highest skill level and 20 being the lowest skill level) to each user added to the queue. By default, the agents are added with skill level 1 (Highest skill level). |
6 |
From the drop-down, search or select the users to add to the queue. You can enable the Show Customer Experience users Only toggle to view only the Customer Experience Essential entitled users in the drop-down. |
7 |
(Optional) Check Allow agents on active calls to take additional calls if you want to allow agents on active calls to take additional calls. |
8 |
(Optional) Check Allow the agent to join or unjoin the queue if you want to allow agents to join or unjoin the queue. |
9 |
(Optional) In the table, edit the skill level and the Joined toggle for each user in the queue. |
10 |
(Optional) To remove a user, click the |
11 |
(Optional) Click Remove All to remove all users from the queue. |
12 |
Click Save. You get a Assign license and license subscription page if any of the added users aren’t entitled with a Customer Experience Essentials license. You can choose a subscription for Customer Experience Essentials license to allocate to the agents and click Assign license.
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View agent dashboard
1 |
Sign in to Control Hub. | ||||||||||||||||||||
2 |
Go to . | ||||||||||||||||||||
3 |
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 queues, queue locations, and join/unjoin status. The agent dashboard in the default collapsed view displays:
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4 |
Click > to expand on the agent details. The agent dashboard displays:
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5 |
Toggle to join or unjoin an agent to the specific queue. | ||||||||||||||||||||
6 |
(Optional) Click Export CSV to export a spreadsheet with comprehensive agent details. Use this table to find the details in the exported CSV.
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Manage queue supervisors
Agents in a 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.
Queue supervisor functions
Silent monitoring—Monitor an agent’s call without the caller knowing. Use this feature to make sure training is working or identify where agents need to improve. You can monitor the agent's call using FAC or Webex App.
To silently monitor a agent's call using FAC, enter #82 plus the agent’s extension or phone number.
To silently monitor a agent's call using Webex App, see Get started with Webex Customer Experience Essentials for Supervisors.
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. You can coach the agent during call using FAC or Webex App.
To coach a agent during call using FAC, enter #85 plus the agent’s extension or phone number.
To coach a agent during call using Webex App, see Get started with Webex Customer Experience Essentials for Supervisors.
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. You can barge into agent's call using FAC or Webex App.
To barge into agent's call using FAC, enter *33 plus the agent’s extension or phone number.
To barge into agent's call using Webex App, see Get started with Webex Customer Experience Essentials for Supervisors.
Take Over—Pull a call from an agent. Use this feature when you need to completely take over the call for an agent. You can take over the agent's call using FAC.
To take over a agent's call using FAC, enter #86 plus the agent’s extension or phone number.
While invoking Supervisor functions, a warning tone is played to the agent while they 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 queues.
1 |
Sign in to Control Hub. |
2 |
Go to . |
3 |
Click Add Supervisor. |
4 |
On the Basics page, select a user from the drop-down list to add as a supervisor and click Next. |
5 |
On the Assign agents page, select a user from the drop-down list to assign as agents to the supervisor and click Next. |
6 |
On the Review page, review the supervisor selected and the agents assigned. |
7 |
Click Done. Once a supervisor is added, you can further assign agents to the supervisor. To remove a supervisor, click the Remove Supervisor icon associated with the supervisor.
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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 |
Sign in to Control Hub. |
2 |
Go to .The list of supervisors added appear.
|
3 |
Under the Actions column, from the drop-down list of a respective supervisor, select a user to add as agent to the supervisor. The selected agent gets assigned to the supervisor.
|
4 |
To unassign agents, expand the supervisor row and click the Unassign Agents icon associated with the agent. When you unassign the last agent from a supervisor, the supervisor is removed as well. 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 the Queue supervisor functions section. |
View agents assigned to a queue
You can see a list of all the agents who are assigned to a queue.
1 |
Sign in to Control Hub. |
2 |
Go to . |
3 |
Select a queue to edit from the list. |
4 |
In the side panel, click Agents. |
5 |
Edit the users assigned as agents to this queue. |
6 |
Click Save. Click Remove All if you want to remove all users from this queue. |
Analytics
You can use analytics to evaluate the queue status, queue agent status, and live queue status. The 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 depend 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.
To view queue analytics, go to
.Want to see how it's done? Watch this video demonstration for an overview of Customer Experience Essentials queue analytics.
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.
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.
Queue and agent analytics
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.
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.
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.
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 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.
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.
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.
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.
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.
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.
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 avg talk and avg held time
This table shows the top 25 agents with the highest average talk or hold minutes.
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.
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.
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.
Supervisor desktop
As a supervisor in Customer Experience Essentials, you have access to the following charts in Webex App.
KPIs
KPIs are available at the top of the page to show you details about how agents are handling calls. The KPIS available are:
- Connected counts—Number of connected calls answered by agents over the selected date range.
- Avg. handle time—Average amount of time that agents spent handling calls over the selected date range.
- Avg. inbound connected time—Average amount of time that agents spent connected with calls over the selected date range.
- Avg. inbound hold time—Average amount of time that agents put an inbound call on hold over the selected date range.
Avg. agent connected time per connection trend
This chart shows a trend of inbound status times of agents per connection over the selected date range. This chart helps you see if hold times are increasing over time because there aren't enough agents or if calls are getting answered in a timely manner.
Avg. inbound connected time by agents
This chart shows the agents with the longest average inbound connected times in ascending or descending order over the selected date range. You can use this chart to see if there are any outliers in how long calls can take.
Avg. inbound hold time by agents
This chart shows the agents with the longest average inbound hold times in ascending or descending order over the selected date range. You can use this chart to see if more agents are needed in a specific call queue if calls are getting put on hold for longer than average.
Contact queue agents
This table shows details of 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. The details available are:
- Agent name—Name of the agent.
- Queue name—Name of the call queue.
- Location—Location assigned to the call queue.
- Connected count—Number of calls that the agent answered.
- Total presented calls—Number of inbound calls to the agent that were distributed by the call queue.
- Connection duration—Amount of time that the agent spent on connected calls.
- Avg. inbound connect time—Average amount of time that the agent spent connected with calls.
- Hold duration—Amount of time that callers were put on hold.
- Avg. inbound hold time—Average amount of time that the agent put calls on hold.
- Total handle time—Total time that an agent spent handling calls. Handle time is calculated as Hold duration + Connected duration = Total handle time.
- Avg. handle time—Average time that an agent spent handling calls.
KPIs
KPIs are available at the top of the page to show you the high-level status of call queues. The KPIs available are:
- Answered—Number of calls that agents answered over the selected date range.
- Abandoned—Number of calls where the caller hung up or left a message before an agent became available over the selected date range.
- Avg. hold time—Average time that agents put callers on hold over the selected date rage.
- Avg. queue wait time—Average time that callers spent waiting for the next available agent to answer the call over the selected date range.
Incoming calls for queues and trend
These charts categorize incoming calls based on their statues. You can use this chart to get a general overview of how call queues are performing.
Avg. queue wait time per call
This chart shows the call queue with the longest average wait time per call by ascending or descending order over the selected date range. You can use this chart to see which call queue needs more agents assigned to it to help reduce the wait time.
Avg. queue hold time per call
This chart shows the call queue with the longest average hold time per call by ascending or descending order over the selected date range. You can use this chart to see when callers were put on hold for longer than average.
Queue details
This table shows details about call queues that have been set up in your organization. You can use this chart to see how agents in each call queue are performing. The details available are:
- Queue name—Name of the call queue.
- Hold duration—Amount of time that callers were put on hold.
- Avg hold time—Average amount of time per call that callers were put on hold.
- Connected duration—Amount of time that callers talked to agents.
- Inbound avg. connected duration—Average amount of time per call that callers talked to agents.
- Handle time—Amount of time that agents spend handling calls. Handle time is calculated as Hold duration + Connected duration = Handle time.
- Avg. handle time—Average amount of time that agents spent handling calls.
- Queue time—Amount of time that callers spent waiting for the next available agent to answer the call.
- Avg. queue wait time—Average time that callers spent waiting for the next available agent to answer the call.
- Answered—Number of calls answered by agents.
- Abandoned—Number of calls where callers hung up or left a message before an agent became available.
- Total calls—Total number of incoming calls.
Live contacts in queue trend
This chart shows how many callers are currently waiting in a queue. You can use this chart to see when the peak calling times are so that you can adjust call queues or reassign agents as needed.
Live queue stats
This table shows details of agent statuses and the number of contacts waiting in queues. You can use this table to see if you need to adjust the number of agents in certain queues. The details available are:
- Queue name—Name assigned to the call queue.
- Contacts currently in queue—Number of callers that are waiting for an agent to be available.
- Total agents—Number of agents assigned to the call queue.
- Agents staffed—Number of agents that are currently working in the call queue.
- Agents idle—Number of agents that aren't on a call.
- Agents unavailable—Number of agents that are on a call.
Agent desktop
Queue realtime
Live contacts in queue trend
This chart shows how many callers are currently waiting in a queue. You can use this chart to see when the peak calling times are so that you can adjust call queues or reassign agents as needed.
Live queue stats
This table shows details of agent statuses and the number of contacts waiting in queues. You can use this table to see if you need to adjust the number of agents in certain queues. The details available are:
- Queue name—Name assigned to the call queue.
- Contacts currently in queue—Number of callers that are waiting for an agent to be available.
- Total agents—Number of agents assigned to the call queue.
- Agents staffed—Number of agents that are currently working in the call queue.
- Agents idle—Number of agents that aren't on a call.
- Agents unavailable—Number of agents that are on a call.
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
.Queue stats
Provides 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 name | Description |
---|---|
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. |
Answered Calls | Number of calls answered by agents. |
% 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. |
% 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. |
Total Abandoned Time | Time where callers hung up or left a message before an agent became available. |
Total Calls | Total number of incoming calls. |
Calls Overflowed | Number of calls that overflowed because the queue limit was met. |
Calls Timed Out | Number of calls that timed out 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. |
Queue agent stats
Provides details of all 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 name | Description |
---|---|
Agent Name/Workspace 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. |
For more details on other services report templates, custom templates and managing reports, see Reports for Your Cloud Collaboration Portfolio.
Agent and Supervisor experience in the Webex App
Agent experience in the Webex App
Using the Webex App, the agents can set their availability status, join/unjoin queues, make outbound calls, make conference calls, view screen pops, view real-time queue, and so on.
For more details, see Get started with Webex Customer Experience Essentials for Agents.
Supervisor experience in the Webex App
Using Webex App, the supervisors can manage/change agent availability status, manage agent queue join/unjoin status, monitor agent, sign in as an agent, view real-time agent and queue, view historical agent and queue, and so on.
For more details, see Get started with Webex Customer Experience Essentials for Supervisors.
Multi call window
The muti call window option in the Webex App allows users 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.