November 15, 2024 | 19044 view(s) | 2 people thought this was helpful

In this article

Overview

Assign Customer Experience Essentials license to users

Manually assign a license to users

Bulk assign license to users

Upgrade call queue from Customer Experience Basic to Customer Experience Essentials

Upgrade a call queue

Create and manage queue

Create a queue

Create queues in bulk

Before you begin

Bulk add queues

Bulk edit queues

Prepare your CSV

Add or edit more than 50 agents at a time

Manage calls in queue

Edit queue settings

Edit queue phone numbers

Edit call forwarding settings

Edit screen pop settings

Edit overflow settings

Edit routing type

Edit call back settings

Edit bounced calls settings

Change agent’s status to unavailable for bounced calls

Manage queue policies

Manage holiday service

Manage night service

Manage forced forwarding

Manage stranded calls

Manage queue announcements

Edit queue announcement settings

Welcome message

Estimated wait message for queued calls

Comfort message

Comfort message bypass

Hold music

Call whisper message

Edit queue announcement files settings

Manage queue agents

Configure agent settings for user

Add or edit agents

View agent dashboard

Manage queue supervisors

Queue supervisor functions

Add or delete a supervisor

Assign or unassign agents to a supervisor

View agents assigned to a queue

Analytics

Queue and agent analytics

Supervisor desktop

Agent desktop

Queue realtime

Reports

Agent and Supervisor experience in the Webex App

Webex Customer Experience Essentials

In this article

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:

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.
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, 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

You can assign the Customer Experience Essentials license at organization level, group level, and user level.

1	Sign in to Control Hub.
2	Go to the respective paths: Organization Level: Management > Users > Licenses > License assignment > Edit. Group Level: Management > Groups > Webex groups or Synchronized groups > select a group > Assignments > License > Edit. User Level: Management > Users > select a user > Summary > License > Edit License.
3	Choose Customer Experience and select Essentials.
4	Click Save.

Bulk assign license to users

You can assign Customer Experience Essentials license to multiple users through a CSV template.

1	Sign in to Control Hub.
2	Go to Management > Users.
3	From the Add users drop-down, choose Manage users by CSV.
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 Overview > Quick links > Organization tasks.

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 Services > Calling > Features.
3	Go to the Call Queue card and click Manage. The list of call queues created appear.
4	Click the icon of the respective call queue that you want to upgrade and click Upgrade queue.
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.
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.
8	Click Upgrade. You can review the upgrade process in the task manager. Once the upgrade is successful, go to Services > Customer Experience > Queues 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.

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

Want to see how it's done? Watch these video demonstrations on how to create a call queue and how to manage an existing call queue.

Create a queue

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

Before you begin

Only users who are licensed with Customer Experience Essentials can be assigned as agents or supervisors for Customer Experience Essentials queues.

Go to Services > Customer Experience > Queues.

Click Manage > Add.

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.
Queue Name—Enter a name for the queue.
Phone Number and Extension—Assign a primary phone number and/or an extension to the queue.

If you leave the extension field blank, the system automatically assigns the last four digits of the phone number as an extension for this queue. To modify it, see Edit call queue phone numbers section.
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.
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:

Agent in U.S. location using UK location call queue number.

Agent in San Jose, California location with PSTN provider 1 using Richardson, Texas call queue number with PSTN provider 2.
Number of Calls in Queue—Assign the maximum number of calls for this queue. Once this number is reached, the overflow settings are triggered.

You can set the number of calls in a queue from 0–250.

Don’t set the Number of Calls in Queue to 0. If it's set to 0, then incoming calls aren’t allowed.
Caller ID—Assign the caller ID for the queue.

This field is mandatory to navigate to the next screen.
- External caller ID phone number—This number is used when the call back is initiated to the caller. Also, If an agent in a queue makes an external call and the queue has a phone number, that number is used as the caller ID; otherwise, this configured external caller ID number is used. For internal calls made by an agent, if the queue has an extension, that extension is used as the caller ID; otherwise, the queue’s phone number is used.
  Choose any one of the following external caller ID phone numbers:
  - Direct Line—The primary phone number and extension of this queue.
    The direct line option doesn’t appear if you don’t specify a phone number.
  - Location Number—The main number of the location that this call queue is assigned to.
    
    If the location has no main number, then this option won’t appear.
  - Other number from organization—You can choose other number (both assigned or unassigned) from the drop-down menu.
    If you select an unassigned number, the callback to that number isn’t answered.
    
    You can add a number from another location. However, there’s a restriction that both the call queue’s location and the other number's location must have the same PSTN provider, country, and zone (this applies only to locations in India). This restriction helps to prevent call failure, potential billing issues, and ensures adherence to country-specific telecom regulations.
First name and Last name—Enter the caller ID first name and last name. 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.
Language—Select the queue language from the drop-down menu.

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 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.
- Simultaneous—Sends calls to all agents in a queue at once.
  
  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.
Skill Based

When you select skill-based call routing, by default routing happens only based on the skill level. If there’s 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 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.

The following table shows the maximum number of agents that you can allocate for each call routing type.

Call routing type	Maximum number of agents allowed
Priority based
Circular	1,000
Top Down	1,000
Longest Idle	1,000
Simultaneous	50
Skill based
Circular	1,000
Top Down	1,000
Longest Idle	1,000

By default, the calls aren’t routed to agents when they are in Wrapping Up state.

On the Queue Settings page, configure the screen pop, overflow settings, and notification tone for agents, and then click Next.

Screen pop—Enable this toggle and configure the following details to display the customer information screen on an agent’s desktop when the agent answers an incoming call.

Screen pop URL—Enter the URL of the intended website. After the agent answers the call, the entered URL appears in the agent desktop. Example: https://www.example.com.
Screen pop desktop label—Enter the label, which appears on the desktop with the hyperlink to the screen pop URL. For example, if the screen pop URL is https://www.example.com and the screen pop desktop label is ‘Example,’ the system displays the hyperlink as Example in the screen pop notification.

Query parameters—You can enter a variable name and the associated value in the Key-Value fields to pass the data as parameters. The Key-Value pairs are used to construct the query parameter. You can use syntax {{variable}} to specify a value that dynamically fetches and displays the caller details. For example: {{NewPhoneContact.ANI}}.

Click Add new to add a new parameter.

The following table shows the variables that are allowed to use.

Key	Value	Description
`ANI`	`{{NewPhoneContact.ANI}}`	Automatic Number Identification (ANI) is a feature of a telecommunications network to automatically determine the originating phone number of a call. This variable stores the phone number of the caller for the inbound call to the queue.
`DNIS`	`{{NewPhoneContact.DNIS}}`	Dialed Number Identification Service (DNIS) is a service that identifies the originally dialed telephone number of a call. This variable stores the phone number that the caller dialed for the inbound call to the queue.
`InteractionID`	`{{NewPhoneContact.InteractionID}}`	This variable stores a unique identifier that is associated with the interaction for the inbound call to the queue.
`AgentID`	`{{AgentAnswered.AgentID}}`	This variable stores the unique identifier of the agent answering the call offered from the queue.
`AgentName`	`{{AgentAnswered.AgentName}}`	This variable stores the display name of the agent answering the call offered from the queue.
`QueueID`	`{{AgentAnswered.QueueID}}`	This variable stores the unique queue identifier of the queue offering the call to the agent answering the call.
`QueueName`	`{{AgentAnswered.QueueName}}`	This variable stores the unique queue display name of the queue offering the call to the agent answering the call.
`TenantID`	`{{AgentAnswered.TenantID}}`	This variable stores the unique organization identifier of the agent answering the call.

Screen pop URL parameters—This is auto-populated as you enter the key-value details.
Description—Enter the description for screen pop.

Overflow Settings—Choose one of the following options to handle the overflow calls:
- 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.
You can also enable the following 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.
Notification tone for agents—Configure whether to play a notification tone to agents when a supervisor uses functions such as monitoring, barge-in, and coaching. This setting can be configured at organization level and queue level.
- Use organization’s default settings—Choose this option if you want to apply the organization settings for this queue. By default, this option is selected.
  To configure the settings at the organization level, see Configure agent notification tone for supervisor functions.
- Define custom notification settings—To customize the settings for this queue, choose this option and then select the following:
  - Play notification tone for Monitoring
  - Play notification tone for Supervisor Barge in
  - Play notification tone for Coaching
Selecting these options plays a notification tone for the agent when a supervisor monitors, coaches, or barges in on the call.

Add queue screen pop and overflow settings page

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:

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 isn’t selected and a caller reaches the queue while there’s an available agent, the caller won’t 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 queue from which the call is coming.

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:

Allow agents on active calls to take additional calls—Check this option if you want to allow agents on active calls to take additional calls.
Allow agents to join or unjoin the queue—Check this option if you want to allow agents to join or unjoin the queue.

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.

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

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

Before uploading your queue CSV, make sure to read Bulk provisioning Webex Calling elements using CSV to understand the CSV conventions.
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.
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.
The maximum amount of rows is 1,000 (not including the header).
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

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

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 Services > Customer Experience > Queues.
3	Click Manage > Bulk Manage.
4	Select a location for the queues you'd like to add.
5	Click Download .csv template.
6	Fill out the spreadsheet.
7	Upload the CSV file by dragging and dropping or clicking Choose a file.
8	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 Services > Customer Experience > Queues.
3	Click Manage > Bulk Manage.
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.
6	Make the necessary changes to the spreadsheet.
7	Upload the modified CSV file by dragging and dropping or clicking Choose a file.
8	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
CallQueue 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	Optional	Optional This field is mandatory when you edit the call routing pattern.	Enter the call routing type (priority/skill Based) 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	Enter TRUE to enable the queue phone number for outgoing calls. Enter FALSE to disable the queue phone number for outgoing calls.	TRUE, FALSE
Allow Agent Join Enable	Optional	Optional	Enter TRUE to join agents to the queue. Enter FALSE to unjoin agents from 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	Enter TRUE to enable overflow treatment after a set amount of time. Enter FALSE to disable overflow treatment after a set amount of time. If you enter TRUE, enter the time in the Overflow After Wait Time 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	Enter TRUE to enable overflow transfer to voicemail. Enter FALSE to 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	Enter TRUE to play announcement before overflow processing. Enter FALSE to not play the announcement before overflow processing.	TRUE, FALSE
Welcome Message Enable	Optional	Optional	Enter TRUE to play a message when callers first reach the queue. Enter FALSE to not play a message when callers first reach the queue.	TRUE, FALSE
Welcome Message Mandatory	Optional	Optional	Enter TRUE if you want the welcome message to play for every caller. Enter FALSE to if you don't want the welcome message to play for every caller.	TRUE, FALSE
Wait Message Enable	Optional	Optional	Enter TRUE 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. Enter FALSE to not notify the caller with either their estimated wait time or position in the queue. If you enter TRUE, enter the details in the Wait Message Mode 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	Enter TRUE to enable the wait message to play a message informing callers that there’s a high volume of calls. Enter FALSE to disable the wait message.	TRUE, FALSE
Comfort Message Enable	Optional	Optional	Enter TRUE to play a message after the welcome message and before hold music. Enter FALSE to not play a message after the welcome message and before hold music. If you enter TRUE, 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	Enter TRUE to enable hold music for queued calls. Enter FALSE to disable hold music for queued calls.	TRUE, FALSE
Hold Music Alternate Source Enable	Optional	Optional	Enter TRUE to enable non-default music-on-hold file. Enter FALSE to disable a non-default music-on-hold file.	TRUE, FALSE
Comfort Message Bypass Enable	Optional	Optional	Enter TRUE to enable comfort message bypass for queued calls. Enter FALSE to 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	Enter TRUE to enable whisper message for queued calls. Enter FALSE to disable the whisper message for queued calls.	TRUE, FALSE
Allow Multiple Calls Per Agent	Optional	Optional	Enter TRUE to enable call waiting for agents. Enter FALSE to disable the call waiting for agents.	TRUE, FALSE
Bounced Call Enable	Optional	Optional	Enter TRUE to enable bounced calls for this queue. Enter FALSE to disable bounced calls for this queue. If you enter TRUE, 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	Enter TRUE to enable Bounce calls if the agent becomes unavailable while routing the call. Enter FALSE to disable Bounce calls if the agent becomes unavailable while routing the call.	TRUE, FALSE
Bounce Call After Set Time Enable	Optional	Optional	Enter TRUE to enable bounce calls after being on hold by the agent for longer than <X> seconds. Enter FALSE to disable bounce calls after being on hold by the agent for longer than <X> seconds. If you enter TRUE, enter the number of seconds in the Bounce Call After Set Time column.	TRUE, FALSE
Bounce Call After Set Time	Optional	Optional	Enter the number of seconds after which a held call should be bounced. If the Bounce Call After Set Time Enable column is set true and you don't fill this row, then the default value 60 is used.	Range: 1-600
Alert Agent If Call On Hold Enable	Optional	Optional	Enter TRUE to enable the Alert agent if the call is on hold for longer than <X> seconds. Enter FALSE to disable the Alert agent if the call is on hold for longer than <X> seconds. If you enter TRUE, enter the number of seconds in Alert Agent If Call On Hold Time column.	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 Alert Agent If Call On Hold Enable column is set to true and you don't fill this row, then default value 30 is used.	Range: 1-600
Distinctive Ringing Enable	Optional	Optional	Enter TRUE to enable the distinctive ringing for the queue calls. If enabled, agents hear a distinctive ringing when they receive calls from the queue. Enter FALSE to disable the distinctive ringing for the queue calls. If you enter TRUE, enter the type of ring patter in the Distinctive Ring Pattern 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	Enter TRUE to enable a distinctive ringing for alternate numbers. Enter FALSE to disable a distinctive ringing for alternate numbers. If you enter TRUE, enter the ring patter in the Alternate Numbers Ring Pattern column.	TRUE, FALSE
Screenpop Enabled	Optional	Optional	Enable or disable to display the customer information screen on an agent’s desktop when an agent answers an incoming call.	TRUE, FALSE
Screenpop Url	Optional	Optional	Enter the URL of the intended website. After the agent answers the call, the entered URL appears in the agent desktop.	Example: https://www.example.com.
Screenpop DesktopLabel	Optional	Optional	Enter the label, which appears on the desktop with the hyperlink to the screen pop URL.	Example: Technical service queue
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. Enter REPLACE if you want to remove all the 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. Enter REPLACE if you want to remove all the previously entered agents and replace it with the agents you’re adding in this row only.	ADD, REPLACE, REMOVE
External Caller ID Number	Optional	Optional	Enter the external caller ID phone number in E164 format.	Example: +19095550000. Character length: 1-23
Use Enterprise Play Tone To Agent Settings Enabled	Optional	Optional	Enable or disable to use the organization level settings to all call queues.	TRUE, FALSE
Play Tone To Agent For Barge In Enabled	Optional	Optional	Enable or disable to play a notification tone to the agent when a supervisor barges in to the agent's call.	TRUE, FALSE
Play Tone To Agent For Silent Monitoring Enabled	Optional	Optional	Enable or disable to play a notification tone to the agent when a supervisor monitors the agent's call.	TRUE, FALSE
Play Tone To Agent For Supervisor Coaching Enabled	Optional	Optional	Enable or disable to play a notification tone to the agent when a supervisor coaches an agent's call.	TRUE, FALSE
Overflow Announcement Type	Optional	Optional	Select Default or Custom announcement type. If you choose Custom, then enter the announcement name, media type, and level.	DEFAULT, CUSTOM
Welcome Message Announcement Type	Optional	Optional	Select Default or Custom announcement type. If you choose Custom, then enter the announcement name, media type, and level.	DEFAULT, CUSTOM
Comfort Message Announcement Type	Optional	Optional	Select Default or Custom announcement type. If you choose Custom, then enter the announcement name, media type, and level.	DEFAULT, CUSTOM
Hold Music Announcement Type	Optional	Optional	Select Default or Custom announcement type. If you choose Custom, then enter the announcement name, media type, and level.	DEFAULT, CUSTOM
Hold Music Alternate Source Announcement Type	Optional	Optional	Select Default or Custom announcement type. If you choose Custom, then enter the announcement name, media type, and level.	DEFAULT, CUSTOM
Comfort Message Bypass Announcement Type	Optional	Optional	Select Default or Custom announcement type. If you choose Custom, then enter the announcement name, media type, and level.	DEFAULT, CUSTOM
Whisper Message Announcement Type	Optional	Optional	Select Default or Custom announcement type. If you choose Custom, then enter the announcement name, media type, and level.	DEFAULT, CUSTOM
Screenpop QueryParams Key 1...5	Optional	Optional	Enter a variable name to construct the query parameter.	Example: ANI
Screenpop QueryParams Value 1...5	Optional	Optional	Enter a value to construct the query parameter.	Example: {{NewPhoneContact.ANI}}
Overflow Announcement Name 1...4	Optional	Optional	Enter the custom overflow announcement name.	Example: Overflow
Overflow Announcement Media Type 1...4	Optional	Optional	Enter the custom overflow message media type.	WAV
Overflow Announcement Level 1...4	Optional	Optional	Enter the level (organization, location, or queue/entity) at which the custom overflow message announcement is defined.	LOCATION,ORGANIZATION,ENTITY
Welcome Message Announcement Name 1...4	Optional	Optional	Enter the custom welcome message announcement name.	Example: Welcome message
Welcome Message Announcement Media Type 1...4	Optional	Optional	Enter the custom welcome message media type.	WAV
Welcome Message Announcement Level 1...4	Optional	Optional	Enter the level (organization, location, or queue/entity) at which the custom welcome message announcement is defined.	LOCATION,ORGANIZATION,ENTITY
Comfort Message Announcement Name 1...4	Optional	Optional	Enter the custom comfort message announcement name.	Example: Comfort message
Comfort Message Announcement Media Type 1...4	Optional	Optional	Enter the custom comfort message media type.	WAV
Comfort Message Announcement Level 1...4	Optional	Optional	Enter the level (organization, location, or queue/entity) at which the custom comfort message announcement is defined.	LOCATION,ORGANIZATION,ENTITY
Hold Music Announcement Name 1...4	Optional	Optional	Enter the custom hold music message announcement name.	Example: Hold music
Hold Music Announcement Media Type 1...4	Optional	Optional	Enter the custom hold music message media type.	WAV
Hold Music Announcement Level 1...4	Optional	Optional	Enter the level (organization, location, or queue/entity) at which the custom hold music announcement is defined.	LOCATION,ORGANIZATION,ENTITY
Hold Music Alternate Source Announcement Name 1...4	Optional	Optional	Enter the custom hold music alternate source announcement name.	Example: Hold music alternate source
Hold Music Alternate Source Announcement Media Type 1...4	Optional	Optional	Enter the custom hold music alternate source announcement media type.	WAV
Hold Music Alternate Source Announcement Level 1...4	Optional	Optional	Enter the level (organization, location, or queue/entity) at which the custom hold music alternate source announcement is defined.	LOCATION,ORGANIZATION,ENTITY
Comfort Message Bypass Announcement Name 1...4	Optional	Optional	Enter the custom comfort bypass announcement name.	Example: Comfort message bypass
Comfort Message Bypass Announcement Media Type 1...4	Optional	Optional	Enter the custom comfort bypass message media type.	WAV
Comfort Message Bypass Announcement Level 1...4	Optional	Optional	Enter the level (organization, location, or queue/entity) at which the custom comfort bypass announcement is defined.	LOCATION,ORGANIZATION,ENTITY
Whisper Message Announcement Name 1...4	Optional	Optional	Enter the custom whisper message announcement name.	Example: Whisper message
Whisper Message Announcement Media Type 1...4	Optional	Optional	Enter the custom whisper message media type.	WAV
Whisper Message Announcement Level 1...4	Optional	Optional	Enter the level (organization, location, or queue/entity) at which the custom whisper message announcement is defined.	LOCATION,ORGANIZATION,ENTITY
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.

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.

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 need to remove all previously entered agents and replace it with the agents you’re adding in this row only.
Agent1, Agent2, and so on—Enter the user’s email that you’d like to add, remove, or replace.

You can leave all other columns blank.

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 Services > Customer Experience > Queues.
3	Select a queue to edit from the list.
4	In the side panel, click Settings.
5	Edit any of the following fields: Number of Calls in Queue—This is the maximum number of calls for this queue. Once this number is reached, the overflow settings are triggered. You can set the number of calls in a queue from 0–250. Don’t set the Number of Calls in Queue to 0. If it’s set to 0, then incoming calls aren’t allowed. Language—This language applies to the audio announcements for this queue. Time Zone—This time zone applies to the schedules applied to this queue. Caller ID—Assign the caller ID for the queue. External caller ID phone number—This number is used when the call back is initiated to the caller. Also, If an agent in a queue makes an external call and the queue has a phone number, that number is used as the caller ID; otherwise, this configured external caller ID number is used. For internal calls made by an agent, if the queue has an extension, that extension is used as the caller ID; otherwise, the queue’s phone number is used. Choose any one of the following external caller ID phone number: Direct Line—The primary phone number and extension from this queue. The direct line option doesn’t appear if you don’t specify a phone number. Location Number—The main number of the location that this call queue is assigned to. If the location has no main number, then this option won’t appear. Other number from organization—You can choose other number (both assigned or unassigned) from the drop-down. If you select an unassigned number, the callback to that number isn’t answered. You can add a number from another location. However, there’s a restriction that both the call queue’s location and the other number's location must have the same PSTN provider, country, and zone (this applies only to locations in India). This restriction helps to prevent call failure, potential billing issues, and ensures adherence to country-specific telecom regulations. First name and Last name—Enter the caller ID first name and last name. 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. Notification tone for agents—Configure whether to play a notification tone to agents when a supervisor uses functions such as monitoring, barge-in, and coaching. This setting can be configured at organization level and queue level. Use organization’s default settings—Choose this option if you want to apply the organization settings for this queue. By default, this option is selected. To configure the setting at the organization level, see Configure agent notification tone for supervisor functions. Define custom notification settings—To customize the settings for this queue, choose this option and then select the following: Play notification tone for Monitoring Play notification tone for Supervisor Barge in Play notification tone for Coaching Selecting these options plays a notification tone for the agent when a supervisor monitors, coaches, or barges in on the call. Distinctive Ringing—This is a special ring pattern to distinguish incoming calls from this queue.
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 Services > Customer Experience > Queues.
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: Agent in U.S. location using UK location call queue number. Agent in San Jose, California location with PSTN provider 1 using Richardson, Texas call queue number with PSTN provider 2.
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 Services > Customer Experience > Queues.
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: 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.
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: 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.
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.

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 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.

Go to Services > Customer Experience > Queues.

Select a queue to edit from the list.

In the side panel, click Screen pop.

Toggle the Screen pop option on and edit the following details to display the customer information screen on an agent’s desktop.

Screen pop—Enable this toggle and configure the following details to display the customer information screen on an agent’s desktop when an agent answers an incoming call.

Screen pop URL—Enter the URL of the intended website. After the agent answers the call, the entered URL appears in the agent desktop. Example: https://www.example.com.
Screen pop desktop label—Enter the label, which appears on the desktop with the hyperlink to the screen pop URL. For example, if the screen pop URL is https://www.example.com and the screen pop desktop label is ‘Example,’ the system displays the hyperlink as Example in the screen pop notification.

Click Add new to add a new parameter.

The following table shows the variables that are allowed to use.

Key	Value	Description
`ANI`	`{{NewPhoneContact.ANI}}`	Automatic Number Identification (ANI) is a feature of a telecommunications network to automatically determine the originating phone number of a call. This variable stores the phone number of the caller for the inbound call to the queue.
`DNIS`	`{{NewPhoneContact.DNIS}}`	Dialed Number Identification Service (DNIS) is a service that identifies the originally dialed telephone number of a call. This variable stores the phone number that the caller dialed for the inbound call to the queue.
`InteractionID`	`{{NewPhoneContact.InteractionID}}`	This variable stores a unique identifier that is associated with the interaction for the inbound call to the queue.
`AgentID`	`{{AgentAnswered.AgentID}}`	This variable stores the unique identifier of the agent answering the call offered from the queue.
`AgentName`	`{{AgentAnswered.AgentName}}`	This variable stores the display name of the agent answering the call offered from the queue.
`QueueID`	`{{AgentAnswered.QueueID}}`	This variable stores the unique queue identifier of the queue offering the call to the agent answering the call.
`QueueName`	`{{AgentAnswered.QueueName}}`	This variable stores the unique queue display name of the queue offering the call to the agent answering the call.
`TenantID`	`{{AgentAnswered.TenantID}}`	This variable stores the unique organization identifier of the agent answering the call.

Screen pop URL with parameters—This is auto-populated as you enter the key-value details.

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 Services > Customer Experience > Queues.
3	Select a queue to edit from the list.
4	In the side panel, click Overflow Settings.
5	Enable or disable the following settings: Play ringing tone to callers when their call is set to an available agent Reset caller statistics upon queue entry
6	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.
7	Enable or disable the following 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 will hear the hold music until the call is answered by a user.
8	Click Save.

Edit routing type

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

Go to Services > Customer Experience > Queues.

Select a queue to edit from the list.

In the side panel, click Call Routing.

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 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.
- Simultaneous—Sends calls to all agents in a 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 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.

Click Save.

The following table shows the maximum number of agents that you can allocate for each call routing type.

Call routing type	Maximum number of agents allowed
Priority based
Circular	1,000
Top Down	1,000
Longest Idle	1,000
Simultaneous	50
Skill based
Circular	1,000
Top Down	1,000
Longest Idle	1,000

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 use the call back feature only if the Estimated wait message for queued calls is enabled.

1	Sign in to Control Hub.
2	Go to Services > Customer Experience > Queues.
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.

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 Services > Customer Experience > Queues.
3	Select a queue to edit from the list.
4	In the side panel, click Bounced Calls.
5	Enable or disable the following options: 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.
6	Enable or disable Distinctive Ringing for bounced calls. If enabled, choose the ring pattern from the drop-down menu.
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 Services > Calling > Service Settings.
3	Go to the Bounced call policy for agent section, and turn on the toggle.
4	Click Save. If you enable this bounced call policy, we recommend that you disable the Allow agents on active calls to take additional calls setting at the queue level. Otherwise, the agent’s status changes to Unavailable if they don’t have call waiting enabled or don't answer the new call. If an agent calls a queue that they are assigned to, their status automatically changes to Unavailable. 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 Services > Customer Experience > Queues.
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. Perform busy treatment—Provides a busy signal to the caller. Transfer to phone number—Enter the phone number you want to transfer the call to.
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: Default Greeting—Plays the default message. Custom Greeting—You can select an announcement message or upload a new custom message.
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 Services > Customer Experience > Queues.
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. Perform busy treatment—Provides a busy signal to the caller. Transfer to phone number—Enter the phone number you want to transfer the call to.
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: Default Greeting—Plays the default message. Custom Greeting—You can select an announcement message or upload a new custom message.
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: Default Greeting—Plays the default message. Custom Greeting—You can select an announcement message or upload a new custom message.
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 Services > Customer Experience > Queues.
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: Default Greeting—Plays the default message. Custom Greeting—You can select an announcement message or upload a new custom message.
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 Services > Customer Experience > Queues.
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. 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 a 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 isn’t 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 ring back 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. Choose an Announcement Audio with one of the following options: Default Greeting—Plays the default message. Custom Greeting—You can select an announcement message or upload a new custom message.
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 Services > Customer Experience > Queues.
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: Default Greeting—Plays the default message. Custom Greeting—You can select an announcement message or upload a new custom message. You can add up to four announcement messages. The announcements play sequentially.
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. 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. If the caller’s queue position is below the entered value, then this announcement plays. If the caller’s queue position is above the entered value and you enable the Play high volume message option, then the high-volume message plays. 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. This option plays a message “Your call should be answered in approximately <X> minutes; please hold" based on the wait time. To determine the wait time, you can use the following algorithm to check against the configured value: Estimated wait time = ([position in queue * average call handling time] / [number of agents available or wrap-up]) The system uses the default handling time when the average call handling time isn’t available. If the estimated wait time value is higher than the Announce wait time value and you select the Play high volume message, then the system plays the high volume message.
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.
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: Default Greeting—Plays the default message. Custom Greeting—You can select an announcement message or upload a new custom message. You can add 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: Default Greeting—Plays the default message. Custom Greeting—You can select an announcement message or upload a new custom message. You can set up to four announcement messages.
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: Default Greeting—Plays the default message. Custom Greeting—You can select an announcement message or upload a new custom message. You can add up to four music 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: Default Greeting—Plays the default message. This option plays only the generic message “New call from queue”. Custom Greeting—You can select an announcement message or upload a new custom message. You can record the actual call queue name if you want the agent to know the exact queue. You can set up to four announcement messages.
3	Click Save.

Edit queue announcement files settings

1	Sign in to Control Hub.
2	Go to Services > Customer Experience > Queues.
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. Click Attach a File to upload an audio file from your local machine. Click Record to record your own announcements. Click the Record button to start recording your announcement. Click the Stop button to stop recording. Click the Play button to play and verify the recorded message. Click the Save button to save the recorded announcement file. A list of all files uploaded or recorded is displayed. You can choose to delete any file you don’t wish to use.

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.
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 Management > Users.
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: 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. When the agent you’ve selected isn’t part of the call queue or hunt group, by default, this option is disabled. There’s a restriction that both the call queue's or hunt group'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 or hunt group 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: Agent in U.S. location using UK location call queue or hunt group number. Agent in San Jose, California location with PSTN provider 1 using Richardson, Texas call queue or hunt group number with PSTN provider 2.

Add or edit agents

Users who receive calls from the queue are known as agents. You can add or delete users from a queue. Users can be assigned to multiple queues.

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 Services > Customer Experience > Queues.
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 icon next to the user.
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. All agents are added with the joined state as TRUE during queue creation. Calls aren’t 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 queues. The dashboard displays the agents information and their queue participation. This allows an administrator to make appropriate queue staffing decisions and also change the join status of an agent easily.

Go to Services > Customer Experience > Agents.

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:

Agent Name
Number of queues associated to the agent—Displays the number of queues the agent is associated to
Queue locations—Displays the number of locations where the 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

Click > to expand on the agent details.

The agent dashboard displays:

Agent Name
Number of queues associated to the agent—Lists the queue names the agent is associated to
Queue locations—Lists each queue location
Primary number—Primary contact number assigned to the queue
Extension if available
Join/Unjoin status—Displays the join or unjoin status.

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

(Optional) Click Export CSV to export a spreadsheet with 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 queue’s calling line ID (CLID).
Agent Last Name	Displays the agents's last name to display for the 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 queue.
Queue Phone Number	Displays the queue phone number.
Queue Extension	Displays the queue extension.
Queue Location Name	Displays the queue location.
Queue Join Status	Displays the join or unjoin the queue.

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 Services > Customer Experience > Supervisors.
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.

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 Services > Customer Experience > Supervisors. 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 Services > Customer Experience > Queues.
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.

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

To view queue analytics, go to Monitoring > Analytics > Customer Experience.

Location administrators don't have access to Analytics.

Want to see how it's done? Watch this video demonstration for an overview of Customer Experience Essentials queue analytics.

Location of Customer Experience analytics in Control Hub

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.

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.

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.

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 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.

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.

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.

Agents statistics KPIs in Customer Essentials analytics

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.

Contact queue agents table in Agents statistics of Customer Essentials analytics

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.

KPIs for queue historicals section in Supervisor desktop of Customer Essentials analytics

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.

Incoming calls for queues chart in queues historical section of Supervisor desktop in Customer Essentials analytics

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.

Queue details table in Supervisor desktop section of Customer Essentials analytics

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.

Live queue stats table in Customer Experience analytics

Agent desktop

As an agent in Customer Experience Essentials, you have access to the following charts in Webex App.

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

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 Monitoring > Reports > Templates > Customer Experience.

Location administrators don't have access to Reports.

Queue stats

This report provides details of call queues that are set up in your organization. You can use this report to see the number of incoming calls that are in call queues and the status of these calls.

Column name	Description
Call Queue	Name of the call queue.
Location	Location assigned to the call queue.
Phone NO.	A phone number assigned to the call queue.
Extension	Extension number assigned to the call queue.
Total Hold Time	Total time that calls are placed on hold by agents.
Avg Hold Time	Average time that calls are placed on hold by agents.
Total Talk Time	Total time that agents are actively talking on calls.
Avg Talk Time	Average time that agents are actively talking on calls.
Total Handle Time	Total time an agent spends on a call from a queue, including ring time. This is recorded when the agent ends or transfers the call.
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 is met.
Calls Timed Out	Number of calls that timed out because the wait time exceeded the maximum limit.
Calls Transferred	Number of calls that are 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

This report provides details of all agents who are 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 are presented to the agent and answered by them.
Bounced Calls	Number of calls that are presented to the agent but went unanswered.
Total Presented Calls	Number of inbound calls to the agent that are 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 an agent spends on a call from a queue, including ring time. This is recorded when the agent ends or transfers the call.
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.

Cisco Call for Microsoft Teams

Users can cross-launch Customer Experience Essentials directly from Cisco Call integration in Microsoft Teams.

For more details, see Cisco Call for Microsoft Teams.

Webex Customer Experience Essentials

Overview

Features and benefits

Recommendations

Limitations

Customer Experience Essentials trial

Purchase license

Assign Customer Experience Essentials license to users

Manually assign a license to users

Bulk assign license to users

Upgrade call queue from Customer Experience Basic to Customer Experience Essentials

Upgrade a call queue

Create and manage queue

Create a queue

Create queues in bulk

Before you begin

Bulk add queues

Bulk edit queues

Prepare your CSV

Add or edit more than 50 agents at a time

Manage calls in queue

Edit queue settings

Edit queue phone numbers

Edit call forwarding settings

Edit screen pop settings

Edit overflow settings

Edit routing type

Edit call back settings

Edit bounced calls settings

Change agent’s status to unavailable for bounced calls

Manage queue policies

Manage holiday service

Manage night service

Manage forced forwarding

Manage stranded calls

Manage queue announcements

Edit queue announcement settings

Welcome message

Estimated wait message for queued calls

Comfort message

Comfort message bypass

Hold music

Call whisper message

Edit queue announcement files settings

Manage queue agents

Configure agent settings for user

Add or edit agents

View agent dashboard

Manage queue supervisors

Queue supervisor functions

Add or delete a supervisor

Assign or unassign agents to a supervisor

View agents assigned to a queue

Analytics

Dashboard tips

Queue and agent analytics

KPIs

Incoming calls for call queues and trend

Avg call queue time per call and trend

Top 25 call queues by status of calls

Top 25 call queues by avg wait and abandoned time

Call queue stats

KPIs

Avg agent call time per call and trend

Incoming calls to agents by call status

Active agents trending

Top 25 agents by answered and bounced calls

Top 25 agents by avg talk and avg held time

Call queue agents

KPIs

Live call queue stats

Supervisor desktop

KPIs

Avg. agent connected time per connection trend

Avg. inbound connected time by agents

Avg. inbound hold time by agents

Contact queue agents

KPIs

Incoming calls for queues and trend

Avg. queue wait time per call