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Webex Contact Center Analyzer Stock Reports
Analyzer Stock Reports by Cisco are pre-configured reports that provide a historical overview of contact center performance, focusing on agent efficiency, customer interactions, and queue management. These reports deliver essential metrics that help evaluate and improve contact center operations.
Agent Reports
Agent Details
The Agent Details report is used to display agent statistics. This report is available in Analyzer reports and in APS reports on Agent Desktop.
The Sudden Disconnected Count field is currently not used and will not be populated.
Report Path: Stock Reports > Historical Reports > Agent Reports
Output Type: Table
Parameter | Description | Filters | Formula |
---|---|---|---|
Agent Name | Shows the name of the agent. Used As: Row Segment |
||
Interval | Shows the time duration for which the Agent Details report is generated. | Last seven Days | |
Multimedia Profile Type |
Shows the type of blended profile configured for the agent. The blended profile types are Blended, Blended Real-time, and Exclusive. |
||
Channel Type | Shows the media type of the contact, such as voice, email, or chat. Used As: Row Segment |
||
Login Count |
Shows the total number of logins in which contacts of a specific channel type were configured for the agent. |
Channel Type: voice, chat, email |
Count of Agent Channel ID |
Contact Handled | Shows the total number of contacts handled. | Sum of Outdial Connected Count + Sum of Connected Count | |
Staff Hours | Shows the total amount of time the agent was logged in. |
Sum of Realtime Update Timestamp - Sum of Login Timestamp |
|
Initial Login Time | Shows the date and time at which the agent first logged in. | Minimum Login Timestamp | |
Final Logout Time | Shows the date and time at which the agent last logged out. | Maximum Logout Timestamp | |
Occupancy | Shows the percentage of time the agent spent on the call compared to the available time and the idle time. | ((Sum of Connected Duration + Sum of Wrapup Duration) + (Sum of Outdial Connected Duration + Sum of Outdial Wrapup Duration)) / (Maximum Logout Timestamp - Minimum Login Timestamp) | |
Idle Count | Shows the number of times the agent went into the Idle state. | Sum of Idle Count | |
Total Idle Time | Shows the total amount of time the agent spent in the Idle state. | Sum of Idle Duration | |
Average Idle Time | Shows the average duration for which the agent was in the Idle state. | Sum of Idle Duration / Sum of Idle Count | |
Available Count | Shows the number of times the agent went into the Available state. | Sum of Available Count | |
Total Available Time | Shows the total amount of time the agent spent in the Available state. | Sum of Available Duration | |
Average Available Time | Shows the average length of time an agent was in the Available state. | Sum of Available Duration / Sum of Available Count | |
Inbound Reserved Count | Shows the number of times an agent went into the Inbound Reserved state. | Sum of Ringing Count | |
Inbound Reserved Total Time | Shows the total amount of time an agent spent in the Reserved state (time duration after a call comes in to an agent’s station but is not yet answered). | Sum of Ringing Duration | |
Average Inbound Reserved Time | Shows the average length of time an agent was in the Inbound Reserved state. | Sum of Ringing Duration / Sum of Ringing Count | |
Inbound Hold Count | Shows the number of times an agent put an inbound caller on hold. | Sum of Hold Count | |
Inbound Hold Total Time | Shows the total amount of time the inbound calls were on hold. | Sum of Hold Duration | |
Average Inbound Hold Time | Shows the average hold time for inbound calls. | Sum of Hold Duration / Sum of Hold Count | |
Inbound Connected Count | Shows the number of inbound calls that were connected to an agent. | Sum of Connected Count | |
Inbound Connected Total Time | Shows the total amount of time an agent was talking to customers on inbound calls. Inbound Connected Total Time does not include the Idle Time, Hold Duration, or Consult Time. | Sum of Connected Duration | |
Inbound Contact Total Time | Shows the total amount of time an agent was connected to inbound calls. | Sum of Connected Duration + Sum of Hold Duration | |
Average Inbound Contact Time | Shows the average inbound contact time. | (Sum of Connected Duration + Sum of Hold Duration) / Sum of Connected Count | |
Outdial Reserved Count | Shows the number of times an agent was in the Outdial Reserved state, a state indicating that the agent has initiated an outdial call, but the call isn’t connected yet. | Sum of Outdial Ringing Count | |
Outdial Reserved Total Time | Shows the total amount of time an agent was in the Outdial Reserved state. | Sum of Outdial Ringing Duration | |
Average Outdial Reserved Time | Shows the average amount of time an agent was in the Outdial Reserved state. | Sum of Outdial Ringing Duration / Sum of Outdial Ringing Count | |
Outdial Hold Count | Shows the number of times an agent put an outbound caller on hold. | Sum of Outdial Hold Count | |
Outdial Hold Total Time | Shows the total amount of time the outbound calls were on hold. | Sum of Outdial Hold Duration | |
Average Outdial Hold Time | Shows the average hold time for outbound calls. | Sum of Outdial Hold Duration / Sum of Outdial Hold Count | |
Outdial Attempted Count | Shows the number of times an agent attempted to make an outdial call. | Sum of Outdial Ringing Count | |
Outdial Connected Count | Shows the number of outdial calls that were connected to an agent. | Sum of Outdial Connected Count | |
Outdial Connected Total Time | Shows the total amount of time an agent was talking to customers on outdial calls. Outdial Connected Total Time does not include the Idle Time, Hold Duration, or Consult Time. | Sum of Outdial Connected Duration | |
Outdial Contact Total Time | Shows the total amount of time an agent was connected to outdial calls. | Sum of Outdial Connected Duration + Sum of Hold Duration | |
Average Outdial Contact Time | Shows the average outdial contact time. | (Sum of Outdial Connected Duration + Sum of Hold Duration) / Sum of Outdial Connected Count | |
Sudden Disconnected Count | Shows the number of calls that were answered (that is, connected to an agent or distributed to and accepted by a destination site), but that were then immediately disconnected within the Sudden Disconnect threshold provisioned for the enterprise. | Sum of Disconnected Count | |
Inbound Wrapup Count | Shows the number of times an agent went into the Wrapup state after an inbound call. | Sum of Wrapup Count | |
Inbound Wrapup Total Time | Shows the total amount of time an agent spent in the Wrapup state after an inbound call. | Sum of Wrapup Duration | |
Average Inbound Wrapup Time | Shows the average length of time an agent was in the Wrapup state after an inbound call. | Sum of Wrapup Duration / Sum of Wrapup Count | |
Outdial Wrapup Count | Shows the number of times an agent went into the Wrapup state after an outbound call. | Sum of Outdial Wrapup Count | |
Outdial Wrapup Total Time | Shows the total amount of time an agent spent in the Wrapup state after an outbound call. | Sum of Outdial Wrapup Duration | |
Average Outdial Wrapup Time | Shows the average length of time an agent was in the Wrapup state after an outbound call. | Sum of Outdial Wrapup Duration / Sum of Outdial Wrapup Count | |
Not Responding Count |
The number of times an agent failed to respond to an incoming request due to which the contact couldn’t be connected to the agent. |
Sum of Not Responded Count | |
Not Responding Total Time | Shows the total amount of time an agent spent in the Not Responding state. | Sum of Not Responded Duration | |
Average Not Responding Time | Shows the average length of time an agent was in the Not Responding state. | Sum of Not Responded Duration / Sum of Not Responded Count | |
Consult Answer Count | Shows the number of times an agent answered a consult request from another agent. | Sum of Consult Count | |
Consult Answer Total Time | Shows the total amount of time an agent spent answering consult requests. | Sum of Consult Duration | |
Average Consult Answer Time | Shows the average length of time an agent spent answering consult requests. | Sum of Consult Duration / Sum of Consult Count | |
Consult Request Count | Shows the number of times an agent sent a consult request to another agent. | Sum of Consult Request Count | |
Consult Request Total Time | Shows the total amount of time an agent spent consulting other agents. | Sum of Consult Request Duration | |
Average Consult Request Time | Shows the average length of time an agent spent consulting other agents. | Sum of Consult Request Duration / Sum of Consult Request Count | |
Consult Count | Shows the number of times an agent answered a consult request from another agent | Sum of Consult Answer Count | |
Total Consult Time | Shows the total amount of time an agent spent answering consult requests. | Sum of Consult Answer Duration | |
Average Consult Time | Shows the average length of time an agent spent answering consult requests. | Sum of Consult Answer Duration / Sum of Consult Answer Count | |
Conference Count | Shows the number of times an agent initiated a conference call. | Sum of Conference Count | |
Inbound CTQ Request Count | Shows the number of times an agent initiated a consult to queue while handling an inbound call. | Sum of CTQ Request Count | |
Inbound Total CTQ Request Time | Shows the total amount of time an agent spent answering consult-to-queue requests from an agent handling an inbound call. | Sum of CTQ Request Duration | |
Inbound CTQ Answer Count | Shows the number of times an agent answered a consult-to-queue request from another agent who was handling an inbound call. | Sum of CTQ Answer Count | |
Inbound Total CTQ Answer Time | Shows the total amount of time an agent spent answering consult-to-queue requests from an agent handling an inbound call. | Sum of CTQ Answer Duration | |
Outdial CTQ Request Count | Shows the number of times an agent initiated a consult-to-queue request while handling an outdial call. | Sum of Outdial CTQ Request Count | |
Outdial CTQ Total Request Time | Shows the total amount of time an agent spent answering consult-to-queue requests from another agent who was handling an outdial call. | Sum of Outdial CTQ Request Duration | |
Outdial CTQ Answer Count | Shows the number of times an agent answered a consult-to-queue request from another agent who was handling an outdial call. | Sum of Outdial CTQ Answer Count | |
Outdial CTQ Total Answer Time | Shows the total amount of time an agent spent answering consult-to-queue requests from another agent who was handling an outdial call. | Sum of Outdial CTQ Answer Duration | |
Agent Transfer |
Shows the number of times an agent transferred inbound contacts to another agent after consult. |
Sum of Agent To Agent Transfer Count | |
Agent Requeue | Shows the number of times an agent requeued an inbound call. | Sum of Agent Transfer To Queue Request Count | |
Blind Transfer | Shows the number of times an agent transferred an inbound call to either an external or third-party Dial Number (DN) through the Interactive Voice Response (IVR) without agent intervention. | Sum of Blind Transfer Count | |
Inbound Average Handle Time | Shows the average length of time an agent spent handling an inbound call. | (Sum of Connected Duration + Sum of Wrapup Duration) / Sum of Connected Count | |
Outdial Average Handle Time | Shows the average length of time an agent spent handling an outbound call. | (Sum of Outdial Connected Duration + Sum of Outdial Wrapup Duration) / Sum of Outdial Connected Count |
Click the Skill Profile or Skills table cell to see the Drill Down icon. Click the icon to launch the Drill Down modal dialog. You can see the following details:
Parameter | Description |
---|---|
Login/Skill-Update Time |
Shows the next login date and time for an agent whose skill profile/skills were updated when logged out, or the date and time when the skill profile/skills were updated for an agent who is currently logged in. |
Skill Profile |
Shows the name of the skill profile that is associated with an agent. |
Skills |
Shows the skill of an agent, such as language fluency or product expertise. The column shows multiple skills mapped to the corresponding skill profile, in a comma-separated single string. |
Agent Historical Dashboard
This dashboard contains:
Agent Outdial Statistics
This report represents the number of outdial calls made by an agent.
Report Path: Stock Reports > Historical Reports > Agent Reports
Output Type: Table
Parameter |
Description |
Formula |
---|---|---|
Agent Name |
The name of an agent, that is, a person who handles customer calls. Used As: Row Segment |
|
Interval |
Time period for which the outdial call information is available. |
Last 7 Days |
Channel Type |
The media type of the contact, such as telephony, email, or chat. Used As: Row Segment |
|
Initial Login Time |
The date and time when the agent logged in for the first time during the interval. |
Minimum Login Timestamp |
Outdial Contact Handled |
The number of outbound calls that the agent handled. |
Sum of Outdial Connected Count |
Outdial Average Handle Time |
The average handle time for outbound calls. |
(Sum of Outdial Connected Duration + Sum of Outdial Wrapup Duration) / Sum of Outdial Connected Count |
Outdial Connected Time |
The total duration for which the agent was in conversation with the customer on the outdial call, this includes outdial hold duration. |
Sum of Outdial Duration |
Outdial Average Connected Time |
The average outdial connected time. |
Outdial Connected Time / Outdial Contact Handled |
Outdial Talk Time |
The total duration for which the agent was in conversation with the customer on the outdial call. |
Outdial Connected Time - Outdial Hold Duration |
Number of Transfers |
The number of times the calls were transferred. |
|
Average Consult Talk Duration |
The average duration for which the agent consulted with another agent or a third party, keeping the caller on hold. |
Total Consult Duration / Total Consult Count |
Click any table cell except the Average Consult Talk Duration table cell to see the Drill Down icon. Select the Number of Transfers table cell, click the Drill Down icon to launch the Drill Down modal dialog. The Drill Down modal dialog displays the records involved in the computation of the visualization. You can see the following details:
Parameter |
Description |
Formula |
---|---|---|
Call Transfer Time |
The time at which the call got transferred. |
|
Transfer Type |
The type of transfer such as Blind Transfer and Consult Transfer. |
|
Transferred to Number |
The number to which the call was transferred. |
|
Transferred to Queue |
The queue to which the call was transferred. |
|
Consult Talk Duration |
The duration for which the agent consulted with another agent or a third party, keeping the caller on hold. |
To add a new column in the report, you can select the appropriate CSR Fields and Measures from the drop-down list on the left side of the Drill Down modal dialog. You can export the Drill Down report in Microsoft Excel format or CSV format to a preferred location. To view the Drill Down modal dialog in a separate window, click the Launch icon.
The Number of Transfers and Average Consult Talk Duration columns are available in the My Outdial Stats–Historic report of the APS reports in Agent Desktop. The Drill Down functionality does not apply to the APS reports in Agent Desktop.
Agent Performance Dashboard
This dashboard contains:
Agent Statistics
This report represents the statistics of an agent.
Report Path: Stock Reports > Historical Reports > Agent Reports
Output Type: Table
Parameter |
Description |
Formula |
---|---|---|
Agent Name |
The name of an agent, that is, a person who answers customer calls. Used As: Row Segment |
|
Interval | Time period for which the agent statistics is available | Last 7 Days |
Channel Type |
The media type of the contact, such as telephony, email, or chat. Used As: Row Segment |
|
Login Time |
The date and time when the agent logged in. |
Minimum Login Timestamp |
Handled |
The total number of interactions handled. |
Handled = Sum of Outdial Connected Count + Sum of Connected Count |
Total Handle Time |
The cumulative amount of time spent handling calls. |
Total Handle time = (Sum of Connected Duration + Sum of Wrapup Duration) + (Sum of Outdial Connected Duration + Sum of Outdial Wrapup) |
Avg Handle Time | The average length of time spent handling a call. | (Sum of Hold Duration + Sum of Connected Duration + Sum of Wrapup Duration) / Count of Contact Session ID (Termination Type = Normal) |
Click the Skill Profile or Skills table cell to see the Drill Down icon. Click the icon to launch the Drill Down modal dialog. You can see the following details:
Parameter | Description |
---|---|
Login/Skill-Update Time |
Shows the next login date and time for an agent whose skill profile/skills were updated when logged out, or the date and time when the skill profile/skills were updated for an agent who is currently logged in. |
Skill Profile |
Shows the name of the skill profile that is associated with an agent. |
Skills |
Shows the skill of an agent, such as language fluency or product expertise. The column shows multiple skills mapped to the corresponding skill profile, in a comma-separated single string. |
Site
This report provides a detailed view of number of agent statistics in each site.
The Sudden Disconnected Count field is currently not used and will not be populated.
Report Path: Stock Reports > Historical Reports > Agent Reports
Output Type: Table
Parameter |
Description |
Formula |
---|---|---|
Site Name |
The call center location to which a call was distributed. Used As: Row Segment |
|
Interval | Time period for which the agent statistics in each site is available. |
Last 7 Days |
Channel Type |
The media type of the contact, such as telephony, email, or chat. Used As: Row Segment |
|
Contact Handled |
The total number of contacts handled. |
Sum of Connected Count + Sum of Outdial Connected Count |
Staff Hours |
The total amount of time agents were logged in. |
Sum of Realtime Update Timestamp - Sum of Login Timestamp |
Occupancy |
The measure of time agents spent on calls compared to available and idle time. |
((Sum of Connected Duration + Sum of Wrapup Duration) + (Sum of Outdial Connected Duration + Sum of Outdial Wrapup Duration)) / (Maximum Logout Timestamp - Minimum Login Timestamp) |
Idle Count |
The number of times agents went into the Idle state. |
Sum of Idle Count |
Total Idle Time |
The total amount of time agents spent in the Idle state. |
Sum of Idle Duration |
Average Idle Time |
The average length of time agents were in the Idle state. |
Sum of Idle Duration / Sum of Idle Count |
Available Count |
The number of times agents went into the Available state. |
Sum of Available Count |
Total Available Time |
The total amount of time agents spent in the Available state. |
Sum of Available Duration |
Average Available Time |
The average length of time agents were in the Available state. |
Sum of Available Duration / Sum of Available Count |
Inbound Reserved Count |
The number of times agents went into the Inbound Reserved state. |
Sum of Ringing Count |
Inbound Reserved Total Time |
The total number of times agents spent in the Reserved state (time duration after a call comes in to an agent’s station but is not yet answered). |
Sum of Ringing Duration |
Average Inbound Reserved Time |
The average length of time agents were in the Inbound Reserved state. |
Sum of Ringing Duration / Sum of Ringing Count |
Inbound Hold Count |
The number of times agents put inbound callers on hold. |
Sum of Hold Count |
Inbound Hold Time |
The total amount of time the inbound calls were on hold. |
Sum of Hold Duration |
Average Inbound Hold Time |
The average hold time for inbound calls. |
Sum of Hold Duration / Sum of Hold Count |
Inbound Connected Count |
The number of inbound calls that were connected to agents. |
Sum of Connected Count |
Inbound Connected Total Time |
The total amount of time agents were talking to customers on inbound calls. Inbound Connected Total Time does not include the Idle Time, Hold Duration, or Consult Time. |
Sum of Connected Duration |
Inbound Contact Total Time |
The total amount of time agents were connected to inbound calls. |
Sum of Connected Duration + Sum of Hold Duration |
Average Inbound Contact Total Time |
The average inbound connected time. |
(Sum of Connected Duration + Sum of Hold Duration) / Sum of Connected Count |
Outdial Reserved Count |
The number of times agents were in the Outdial Reserved state (time duration after a call is ringing and before a call is answered). |
Sum of Outdial Ringing Count |
Outdial Reserved Total Time |
The total amount of time agents were in the Outdial Reserved state. |
Sum of Outdial Ringing Duration |
Average Outdial Reserved Time |
The average amount of time agents were in the Outdial Reserved state. |
Sum of Outdial Ringing Duration / Sum of Outdial Ringing Count |
Outdial Hold Count |
The number of times agents put outdial calls on hold. |
Sum of Outdial Hold Count |
Outdial Total Hold Time |
The total amount of time the outdial calls were on hold. |
Sum of Outdial Hold Duration |
Average Outdial Hold Time |
The average hold time for outdial calls. |
Sum of Outdial Hold Duration / Sum of Outdial Hold Count |
Outdial Attempted Count |
The number of times agents attempted to make outdial calls. |
Sum of Outdial Ringing Count |
Outdial Connected Count |
The number of outdial calls that were connected to agents. |
Sum of Outdial Connected Count |
Outdial Connected Total Time |
The total amount of time agents were talking to customers on outdial calls. Outdial Connected Total Time does not include the Idle Time, Hold Duration, or Consult Time. |
Sum of Outdial Connected Duration |
Outdial Contact Total Time |
The total amount of time agents were connected to outdial calls. |
Sum of Outdial Connected Duration + Sum of Hold Duration |
Average Outdial Contact Time |
The average outdial connected time. |
(Sum of Outdial Connected Duration + Sum of Hold Duration) / Sum of Outdial Connected Count |
Sudden Disconnected Count |
The number of calls that were connected to agents, but that were then immediately disconnected within the Sudden Disconnect threshold provisioned for the enterprise. |
Sum of Disconnected Count |
Inbound Wrapup Count |
The number of times agents went into the Wrapup state after an inbound call. |
Sum of Wrapup Count |
Inbound Wrapup Total Time |
The total amount of time agents spent in the Wrapup state after an inbound call. |
Sum of Wrapup Duration |
Average Inbound Wrapup Time |
The average length of time agents were in the Wrapup state after an inbound call. |
Sum of Wrapup Duration / Sum of Wrapup Count |
Outdial Wrapup Count |
The number of times agents went into the Wrapup state after an outdial call. |
Sum of Outdial Wrapup Count |
Outdial Wrapup Total Time |
The total amount of time agents spent in the Wrapup state after an outdial call. |
Sum of Outdial Wrapup Duration |
Average Outdial Wrapup Time |
The average length of time agents were in the Wrapup state after an outdial call. |
Sum of Outdial Wrapup Duration / Sum of Outdial Wrapup Count |
Not Responding Count |
The number of times an agent failed to respond to an incoming request due to which the contact couldn’t be connected to the agent. |
Sum of Not Responded Count |
Not Responding Total Time |
The total amount of time agents spent in the Not Responding state. |
Sum of Not Responded Duration |
Average Not Responding Time |
The average length of time agents were in the Not Responding state. |
Sum of Not Responded Duration / Sum of Not Responded Count |
Consult Answer Count |
The number of times agents answered a consult request from another agent. |
Sum of Consult Count |
Consult Answer Total Time |
The total amount of time agents spent answering consult requests. |
Sum of Consult Duration |
Average Consult Answer Time |
The average length of time agents spent answering consult requests. |
Sum of Consult Duration / Sum of Consult Count |
Consult Request Count |
The number of times agents sent a consult request to another agent. |
Sum of Consult Request Count |
Consult Request Total Time |
The total amount of time agents spent consulting other agents. |
Sum of Consult Request Duration |
Average Consult Request Time |
The average length of time agents spent consulting other agents. |
Sum of Consult Request Duration / Sum of Consult Request Count |
Consult Count |
The number of times agents answered consult requests plus the number of times agents consulted other agents. |
Sum of Consult Answer Count |
Total Consult Time |
Total Consult Answer Time plus Total Consult Request Time. |
Sum of Consult Answer Duration |
Average Consult Time |
The average length of consulting time. |
Sum of Consult Answer Duration / Sum of Consult Answer Count |
Conference Count |
The number of times agents initiated a conference call. |
Sum of Conference Count |
Inbound CTQ Request Count |
The number of times agents initiated a consult-to-queue while handling an inbound call. |
Sum of CTQ Request Count |
Inbound Total CTQ Request Time |
The total amount of time agents spent answering consult-to-queue requests from other agents who were handling inbound calls. |
Sum of CTQ Request Duration |
Inbound CTQ Answer Count |
The number of times agents answered consult-to-queue requests from other agents who were handling inbound calls. |
Sum of CTQ Answer Count |
Inbound Total CTQ Answer Time |
The total amount of time agents spent answering consult-to-queue requests from other agents who were handling inbound calls. |
Sum of CTQ Answer Duration |
Outdial CTQ Request Count |
The number of times agents initiated consult-to-queue requests while handling outdial calls. |
Sum of Outdial CTQ Request Count |
Outdial CTQ Total Request Time |
The total amount of time agents spent answering consult-to-queue requests from other agents who were handling outdial calls. |
Sum of Outdial CTQ Request Duration |
Outdial CTQ Answer Count |
The number of times agents answered consult-to-queue requests from other agents who were handling outdial calls. |
Sum of Outdial CTQ Answer Count |
Outdial CTQ Total Answer Time |
The total amount of time agents spent answering consult-to queue requests from other agents who were handling outdial calls. |
Sum of Outdial CTQ Answer Duration |
Agent Transfer |
The number of times an agent transferred inbound contacts to another agent after consult. |
Sum of Agent To Agent Transfer Count |
Agent Requeue |
The number of times agents requeued inbound calls. |
Sum of Agent Transfer To Queue Request Count |
Blind Transfer |
The number of times agents transferred inbound calls to either an external or third-party Dial Number (DN) through the Interactive Voice Response (IVR) without agent intervention. |
Sum of Blind Transfer Count |
Inbound Average Handle Time |
The average length of time an agent spent handling inbound calls. |
(Sum of Connected Duration + Sum of Wrapup Duration) / Sum of Connected Count |
Outdial Average Handle Time |
The average length of time an agent spent handling outdial calls. |
(Sum of Outdial Connected Duration + Sum of Outdial Wrapup Duration) / Sum of Outdial Connected Count |
Site Historical Dashboard
This dashboard provides a detailed view of agent statistics on each site. For more information, see Site.
Team
This report represents the channel type used by each agent in the team. The report displays the following details about the activity of each agent in the team since initial login.
The Sudden Disconnected Count field is currently not used and will not be populated.
Report Path: Stock Reports > Historical Reports > Agent Reports
Output Type: Table
Parameter | Description | Formula |
---|---|---|
Team Name | The name of a team. Used As: Row Segment |
|
Interval | Time period for which the agent activity is available. |
Last 7 Days |
Channel Type | The media type of the contact, such as telephony, email, or chat. Used As: Row Segment. |
|
Contact Handled | The total number of contacts handled. |
Sum of Connected Count + Sum of Outdial Connected Count |
Staff Hours | The total amount of time agents were logged in. |
Sum of Realtime Update Timestamp - Sum of Login Timestamp |
Occupancy | The measure of time agents spent on calls compared to available and idle time. | ((Sum of Connected Duration + Sum of Wrapup Duration) + (Sum of Outdial Connected Duration + Sum of Outdial Wrapup Duration)) / (Maximum Logout Timestamp - Minimum Login Timestamp) |
Idle Count | The number of times agents went into the Idle state. | Sum of Idle Count |
Total Idle Time | The total amount of time agents spent in the Idle state. | Sum of Idle Duration |
Average Idle Time | The average length of time agents were in the Idle state. | Sum of Idle Duration / Sum of Idle Count |
Available Count | The number of times agents went into the Available state. | Sum of Available Count |
Total Available Time | The total amount of time agents spent in the Available state. | Sum of Available Duration |
Average Available Time | The average length of time agents were in the Available state. | Sum of Available Duration / Sum of Available Count |
Inbound Reserved Count | The number of times agents went into the Inbound Reserved state (time duration after a call comes in to an agent’s station but is not yet answered). | Sum of Ringing Count |
Inbound Reserved Total Time | The total amount of time agents spent in the Reserved state. | Sum of Ringing Duration |
Average Inbound Reserved Time | The average length of time agents were in the Inbound Reserved state. | Sum of Ringing Duration / Sum of Ringing Count |
Inbound Hold Count | The number of times agents put inbound callers on hold. | Sum of Hold Count |
Inbound Hold Time | The total amount of time the inbound calls were on hold. | Sum of Hold Duration |
Average Inbound Hold Time | The average hold time for inbound calls. | Sum of Hold Duration / Sum of Hold Count |
Inbound Connected Count | The number of inbound calls that were connected to agents. | Sum of Connected Count |
Inbound Connected Total Time | The total amount of time agents were talking to customers on inbound calls. Inbound Connected Total Time does not include the Idle Time, Hold Duration, or Consult Time. | Sum of Connected Duration |
Inbound Contact Total Time | The total amount of time agents were connected to inbound calls. | Sum of Connected Duration + Sum of Hold Duration |
Average Inbound Contact Total time | The average inbound connected time. | (Sum of Connected Duration + Sum of Hold Duration) / Sum of Connected Count |
Outdial Reserved Count | The number of times agents were in the Outdial Reserved state (time duration after the call starts ringing and before the call is answered). | Sum of Outdial Ringing Count |
Outdial Reserved Total Time | The total amount of time agents were in the Outdial Reserved state. | Sum of Outdial Ringing Duration |
Average Outdial Reserved Time | The average amount of time agents were in the Outdial Reserved state. | Sum of Outdial Ringing Duration / Sum of Outdial Ringing Count |
Outdial Hold Count | The number of times agents put outdial calls on hold. | Sum of Outdial Hold Count |
Outdial Total Hold Time | The total amount of time the outdial calls were on hold. | Sum of Outdial Hold Duration |
Average Outdial Hold Time | The average hold time for outdial calls. | Sum of Outdial Hold Duration / Sum of Outdial Hold Count |
Outdial Attempted Count | The number of times agents attempted to make outdial calls. | Sum of Outdial Ringing Count |
Outdial Connected Count | The number of outdial calls that were connected to agents. | Sum of Outdial Connected Count |
Outdial Connected Total Time | The total amount of time an agent was talking to customers on outdial calls. Outdial Connected Total Time does not include the Idle Time, Hold Duration, or Consult Time. | Sum of Outdial Connected Duration |
Outdial Contact Total Time | The total amount of time an agent was connected to outdial calls. | Sum of Outdial Connected Duration + Sum of Hold Duration |
Average Outdial Contact Time | The average outdial contact time. | (Sum of Outdial Connected Duration + Sum of Hold Duration) / Sum of Outdial Connected Count |
Sudden Disconnect Count | The number of calls that were connected to agents, but then immediately disconnected within the Sudden Disconnect threshold provisioned for the enterprise. | Sum of Disconnected Count |
Inbound Wrapup Count | The number of times agents went into the Wrapup state after an inbound call. | Sum of Wrapup Count |
Inbound Wrapup Total Time | The total amount of time agents spent in the Wrapup state after an inbound call. | Sum of Wrapup Duration |
Average Inbound Wrapup Time | The average length of time agents were in the Wrapup state after an inbound call. | Sum of Wrapup Duration / Sum of Wrapup Count |
Outdial Wrapup Count | The number of times agents went into the Wrapup state after an outdial call. | Sum of Outdial Wrapup Count |
Outdial Wrapup Total Time | The total amount of time agents spent in the Wrapup state after an outdial call. | Sum of Outdial Wrapup Duration |
Average Outdial Wrapup Time | The average length of time agents were in the Wrapup state after an outdial call. | Sum of Outdial Wrapup Duration / Sum of Outdial Wrapup Count |
Not Responding Count |
The number of times an agent failed to respond to an incoming request due to which the contact couldn’t be connected to the agent. |
Sum of Not Responded Count |
Not Responding Total Time | The total amount of time agents spent in the Not Responding state. | Sum of Not Responded Duration |
Average Not Responding Time | The average length of time agents were in the Not Responding state. | Sum of Not Responded Duration / Sum of Not Responded Count |
Consult Answer Count | The number of times agents answered consult requests from other agents. | Sum of Consult Count |
Consult Answer Total Time | The total amount of time agents spent answering consult requests. | Sum of Consult Duration |
Average Consult Answer Time | The average length of time agents spent answering consult requests. | Sum of Consult Duration / Sum of Consult Count |
Consult Request Count | The number of times agents sent consult requests to other agents. | Sum of Consult Request Count |
Consult Request Total Time | The total amount of time agents spent consulting other agents. | Sum of Consult Request Duration |
Average Consult Request Time | The average length of time agents spent consulting other agents. | Sum of Consult Request Duration / Sum of Consult Request Count |
Consult Count |
The number of times agents answered consult requests plus the number of times agents consulted other agents. |
Sum of Consult Answer Count |
Total Consult Time |
The sum of the total amount of time agents spent on consulting another agent, and on answering consult requests. |
Sum of Consult Answer Duration |
Average Consult Time |
The average length of consulting time. |
Sum of Consult Answer Duration / Sum of Consult Answer Count |
Conference Count |
The number of times agents initiated conference calls. |
Sum of Conference Count |
Inbound CTQ Request Count |
The number of times agents initiated consult-to-queue requests while handling inbound calls. |
Sum of CTQ Request Count |
Inbound Total CTQ Request Time |
The total amount of time agents spent answering consult-to-queue requests from other agents who were handling inbound calls. |
Sum of CTQ Request Duration |
Inbound CTQ Answer Count |
The number of times agents answered consult-to-queue requests from other agents who were handling inbound calls. |
Sum of CTQ Answer Count |
Inbound Total CTQ Answer Time |
The total amount of time agents spent answering consult-to-queue requests from other agents who were handling inbound calls. |
Sum of CTQ Answer Duration |
Outdial CTQ Request Count | The number of times agents initiated consult-to-queue requests while handling an outdial calls. | Sum of Outdial CTQ Request Count |
Outdial CTQ Total Request Time | The total amount of time agents spent answering consult-to-queue requests from other agents who were handling outdial calls. | Sum of Outdial CTQ Request Duration |
Outdial CTQ Answer Count | The number of times agents answered consult-to-queue requests from other agents who were handling outdial calls. | Sum of Outdial CTQ Answer Count |
Outdial CTQ Total Answer Time | The total amount of time agents spent answering consult-to-queue requests from other agents who were handling outdial calls. | Sum of Outdial CTQ Answer Duration |
Agent Transfer |
The number of times an agent transferred inbound contacts to another agent after consult. |
Sum of Agent To Agent Transfer Count |
Agent Requeue | The number of times agents requeued inbound calls. | Sum of Agent Transfer To Queue Request Count |
Blind Transfer | The number of times agents transferred inbound calls to either an external or third-party Dial Number (DN) through the Interactive Voice Response (IVR) without agent intervention. | Sum of Blind Transfer Count |
Inbound Average Handle Time | The average length of time an agent spent handling inbound calls. | (Sum of Connected Duration + Sum of Wrapup Duration) / Sum of Connected Count |
Outdial Average Handle Time | The average length of time an agent spent handling outdial calls. | (Sum of Outdial Connected Duration + Sum of Outdial Wrapup Duration) / Sum of Outdial Connected Count |
Team Chart
The report displays the channel type details of each agent in a chart format.
Report Path: Stock Reports > Historical Reports > Agent Reports
Output Type: Bar Chart
Parameter |
Description |
Formula |
---|---|---|
Voice |
The media type of the telephony contact. |
Count of Connected Count (Channel Type = telephony) + Count of Outdial Connected Count (Channel Type = telephony) |
Chat |
The media type of the chat contact. |
Count of Connected Count (Channel Type = chat) |
|
The media type of the email contact. |
Count of Connected Count (Channel Type = email) + Count of Outdial Connected Count (Channel Type = email) |
In the Team Chart report, for Agent Session Records, the count is aggregated based on Agent Session per Channel ID.
Team Historical Dashboard
For more information, see Team.
Team Statistics
This report represents team statistics in a detailed format.
Report Path: Stock Reports > Historical Reports > Agent Reports
Output Type: Table
Parameter |
Description |
Formula |
---|---|---|
Team Name |
The name of a team Used As: Row Segment |
|
Interval | Time period | Last 7 Days |
Channel Type |
The media type of the contact, such as telephony, email, or chat. Used As: Row Segment |
|
Idle Count |
The number of times an agent went into the Idle state. |
Sum of Idle Count |
Available Count |
The number of times an agent went into the Available state. |
Sum of Available Count |
Connected Count |
The number of inbound calls that got connected to an agent. |
Sum of connected Count |
Consult Count |
The number of times agents answered a consult request from another agent. |
Sum of Consult Count |
Wrapup Count |
The number of times agents went into the Wrap-up state. |
Sum of Wrapup Count |
Not Responded Count |
The number of times an agent failed to respond to an incoming request due to which the contact couldn’t be connected to the agent. |
Sum of Not Responded Count |
Outdial Count |
The number of agents who got connected to or are wrapping up an outdial call. |
Sum Outdial Count |
Agent Trace
Agent Trace
This report represents which site or team the agent belongs to, with a detailed statistic report.
The Sudden Disconnected Count field is currently not used and will not be populated.
Report Path: Stock Reports > Historical Reports > Agent Trace
Output Type: Table
Parameter |
Description | Formula |
---|---|---|
Agent Name |
The name of an agent, that is, a person who answers customer calls. Used As: Row Segment |
|
Interval |
Time period for which the agent activity is available. |
Last seven Days |
Site Name |
The call center location to which a call got distributed. Used As: Row Segment |
|
Team Name |
A group of agents at a specific site who handle a particular type of call. Used As: Row Segment |
|
Agent Endpoint (DN) |
The dial number that the agent used to log in to the Agent Desktop Used As: Row Segment |
|
Channel Type |
The media type of the contact, such as telephony, email, or chat. Used As: Row Segment |
|
Initial Login Time |
The date and time when the agent logged in for the first time. This column appears only in agent-level summary reports. |
Minimum Login Timestamp |
Final Logout Time |
The date and time when the agent logged out. This column appears only in agent level summary reports. |
Maximum Logout Timestamp |
Staff Hours |
The total amount of time the agent was logged in. |
Sum of Realtime Update Timestamp - Sum of Login Timestamp |
Occupancy |
The measure of time agents spent on calls compared to available and idle time. |
((Sum of Connected Duration + Sum of Wrapup Duration) + (Sum of Outdial Connected Duration + Sum of Outdial Wrapup Duration)) / (Maximum Logout Timestamp - Minimum Login Timestamp) |
Idle Count |
The number of times an agent went into the Idle state. |
Sum of Idle Count |
Total Idle Time |
The total amount of time agents spent in the Idle state. |
Sum of Idle Duration |
Available Count |
The number of times an agent went into the Available state. |
Sum of Available Count |
Total Available Time |
The total amount of time agents spent in the Available state. |
Sum of Available Duration |
Avg Available Time |
The average time agents were in the Available state. |
Sum of Available Duration / Sum of Available Count |
Inbound Reserved Count |
The number of times an agent went into the Inbound Reserved state. |
Sum of Ringing Count |
Inbound Reserved Total Time |
The total amount of time agents spent in the Reserved state. |
Sum of Ringing Duration |
Avg Inbound Reserved Time |
The average amount of time agents spent in the Reserved state. |
Sum of Ringing Duration / Sum of Ringing Count |
Inbound Hold Count |
The number of times an agent put an inbound caller on hold. |
Sum of Hold Count |
Inbound Total Hold Time |
The total amount of time the inbound calls were on hold. |
Sum of Hold Duration |
Inbound Connected Count |
The number of inbound calls that were connected to an agent. |
Sum of Connected Count |
Inbound Connected Total Time |
The total amount of time an agent was talking to customers on inbound calls. Inbound Connected Total Time does not include the Idle Time, Hold Duration, or Consult Time. |
Sum of Connected Duration |
Inbound Contact Total Time |
The total amount of time an agent was connected to inbound calls. |
Sum of Connected Duration + Sum of Hold Duration |
Avg Inbound Contact Total Time |
The average inbound contact time. |
(Sum of Connected Duration + Sum of Hold Duration) / Sum of Connected Count |
Outdial Reserved Count |
The number of times an agent was in the Outdial Reserved state. |
Sum of Outdial Ringing Count |
Outdial Reserved Total Time |
The total amount of time agents were in the Outdial Reserved state. |
Sum of Outdial Ringing Duration / Sum of Outdial Ringing Count |
Average Outdial Reserved Time |
Average time the agents were in the Outdial Reserved state. |
Sum of Outdial Ringing Duration / Sum of Outdial Ringing Count |
Outdial Hold Count |
The number of times an agent put an outdial call on hold. |
Sum of Outdial Hold Count |
Outdial Total Hold Time |
The total amount of time the outdial calls were on hold. |
Sum of Outdial Hold Duration |
Average Outdial Hold Time |
The average hold time for outdial calls. |
Sum of Outdial Hold Duration / Sum of Outdial Hold Count |
Outdial Connected Count |
The number of outdial calls that got connected to an agent. |
Sum of Outdial Connected Count |
Outdial Connected Total Time |
The total amount of time an agent was talking to customers on outdial calls. Outdial Connected Total Time does not include the Idle Time, Hold Duration, or Consult Time. |
Sum of Outdial Connected Duration |
Outdial Contact Total Time |
The total amount of time an agent was connected to outdial calls. |
Sum of Outdial Connected Duration + Sum of Hold Duration |
Average Outdial Contact Time | he average outdial contact time. | (Sum of Outdial Connected Duration + Sum of Hold Duration) / Sum of Outdial Connected Count |
Sudden Disconnect Count |
The number of calls that got connected to an agent, but then immediately disconnected within the Sudden Disconnect threshold provisioned for the enterprise. |
Sum of Disconnected Count |
Inbound Wrapup Count |
The number of times agents went into the Wrapup state after an inbound call. |
Sum of Wrapup Count |
Inbound Wrapup Total Time |
The total amount of time agents spent in the Wrapup state after an inbound call. |
Sum of Wrapup Duration |
Average Inbound Wrapup Time |
The percentage of time agents were in the Wrapup state after an inbound call. |
Sum of Wrapup Duration / Sum of Wrapup Count |
Outdial Wrapup Count |
The number of times agents went into the Wrapup state after an outdial call. |
Sum of Outdial Wrapup Count |
Outdial Wrapup Total Time |
The total amount of time agents spent in the Wrapup state after an outdial call. |
Sum of Outdial Wrapup Duration |
Average Outdial Wrapup Time |
The average time agents were in the Wrapup state after an outdial call. |
Sum of Outdial Wrapup Duration / Sum of Outdial Wrapup Count |
Reason |
Reason identifier |
Count of Reason |
Avg Idle Time |
The average time agents were in the Idle state. |
Sum of Idle Duration / Sum of Idle Count |
Avg Inbound Hold Time |
The average hold time for inbound calls. |
Sum of Hold Duration / Sum of Hold Count |
Outdial Attempted Count |
The number of times an agent attempted to make an outdial call. |
Sum of Outdial Ringing Count |
Not Responding Count |
The number of times an agent failed to respond to an incoming request due to which the contact couldn’t be connected to the agent. |
Sum of Not Responded Count |
Not Responding Total Time |
The total amount of time agents spent in the Not Responding state. |
Sum of Not Responded Duration |
Avg Not Responding Time |
The average time agents were in the Not Responding state. |
Sum of Not Responded Duration / Sum of Not Responded Count |
Consult Count |
The number of times agents answered a consult request from another agent. |
Sum of Consult Count |
Consult Total Time |
The total amount of time agents spent answering consult requests. |
Sum of Consult Duration |
Avg Consult Time |
The average time agents spent answering consult requests. |
Sum of Consult Answer Duration / Sum of Consult Answer Count |
Consult Request Count |
The number of times an agent sent a consult request to another agent. |
Sum of Consult Request Count |
Consult Request Total Time |
The total amount of time agents spent consulting other agents. |
Sum of Consult Request Duration |
Avg Consult Request Time |
The average time agents spent consulting other agents. |
Sum of Consult Request Duration / Sum of Consult Request Count |
Consult Answer Count |
The sum of the number of times agents answered consult requests and the number of times agents consulted other agents. |
Sum of Consult Answer Count |
Total Consult Answer Time |
The sum of the Total Consult Answer Time and Total Consult Request Time. |
Sum of Consult Answer Duration |
Conference Count |
The number of times an agent initiated a conference call. |
Sum of Conference Count |
Inbound CTQ Request Count |
The number of times agents initiated a consult to queue while handling an inbound call. |
Sum of CTQ Request Count |
Inbound Total CTQ Request Time |
The total amount of time agents spent answering consult-to-queue requests from an agent handling an inbound call. |
Sum of CTQ Request Duration |
Inbound CTQ Answer Count |
The number of times agents answered a consult-to-queue request from another agent who was handling an inbound call. |
Sum of CTQ Answer Count |
Inbound Total CTQ Answer Time |
The total amount of time agents spent answering consult-to-queue requests from an agent handling an inbound call. |
Sum of CTQ Answer Duration |
Outdial CTQ Request Count |
The number of times agents initiated a consult-to-queue request while handling an outdial call. |
Sum of Outdial CTQ Request Count |
Outdial CTQ Total Request Time |
The total amount of time agents spent answering consult-to-queue requests from an agent handling an outdial call. |
Sum of Outdial CTQ Request Duration |
Outdial CTQ Answer Count |
The number of times agents answered a consult-to-queue request from another agent who was handling an outdial call. |
Sum of Outdial CTQ Answer Count |
Outdial CTQ Total Answer Time |
The total amount of time agents spent answering consult-to-queue requests from an agent handling an outdial call. |
Sum of Outdial CTQ Answer Duration |
Agent Transfer |
The number of times an agent transferred inbound contacts to another agent after consult. |
Sum of Agent To Agent Transfer Count |
Agent Requeue |
The number of times an agent requeued an inbound call. |
Sum of Agent Transfer To Queue Request Count |
Blind Transfer |
The number of times an agent transferred an inbound call to either an external or third-party Dial Number (DN) through the Interactive Voice Response (IVR) without agent intervention. |
Sum of Blind Transfer Count |
Inbound Average Handle Time |
The average length of time agents were in the Wrapup state after an inbound call. |
(Sum of Connected Duration + Sum of Wrapup Duration) / Sum of Connected count |
Outdial Average Handle Time |
The average length of time agents were in the Wrapup state after an outdial call. |
(Sum of Outdial Connected Duration + Sum of Outdial Wrapup Duration) / Sum of Outdial Connected Count |
OEM Integration with Acqueon Report
Webex Contact Center is integrated with Acqueon to conduct and manage preview campaigns. This report enables administrators and supervisors to view campaign statistics in order to measure the effectiveness of campaigns. This report is available only to Webex Contact Center customers who have purchased the Acqueon SKU.
This report shows:
-
Name of the campaign.
-
Date and time stamp of the campaign calls.
-
Failure or success of each dialed contact and Wrapup.
Report Path: Stock Reports > Historical Reports > Agent Reports > OEM Integration with Acqueon Report
Output Type: Table
Parameter |
Description |
Filters |
Formula |
---|---|---|---|
Campaign Name |
The name of the campaign. |
||
Date |
The date on which the campaign call was dialed. |
||
Agent Name |
The name of the agent who is associated with the call. |
||
Team Name |
The name of the team to which the agent belongs. |
||
Call Time |
The time at which the campaign call was dialed. |
||
Status |
The status indicating whether the campaign call was successful. |
||
Wrap-up Status |
The Wrapup status of the campaign call. |
Agent Details by Social Channels
The Agent Details by Social Channels report is used to display Facebook and SMS channel statistics.
This report appears only if your enterprise has subscribed to the Social Channel SKU.
The Sudden Disconnected Count field is currently not used and will not be populated.
Report Path: Stock Reports > Historical Reports > Agent Reports
Output Type: Table
Parameter | Description | Formula |
---|---|---|
Agent Name | Name of the agent Used As: Row Segment |
|
Interval | Time Period | Last 7 Days |
Sub Channel Type | The Social Channels (Facebook and SMS) are displayed with statistics. Filter: Channel Type Field: Social Used As: Row Segment |
|
Login Count | Total number of times an agent logged in on that day. |
Count of Agent Channel ID |
Contact Handled | The total number of calls handled. | Sum of Outdial Connected Count + Sum of Connected Count |
Staff Hours | The total amount of time an agent was logged in. |
Sum of Realtime Update Timestamp - Sum of Login Timestamp |
Initial Login Time | The date and time when the agent logged in. | Minimum Login Timestamp |
Final Logout Time | The date and time when the agent logged out. | Maximum Logout Timestamp |
Occupancy | The measure of time an agent spent on calls compared to the available and idle time. | ((Sum of Connected Duration + Sum of Wrapup Duration) + (Sum of Outdial Connected Duration + Sum of Outdial Wrapup Duration)) / (Maximum Logout Timestamp - Minimum Login Timestamp) |
Idle Count | The number of times an agent went into the Idle state. | Sum of Idle Count |
Total Idle Time | The total amount of time an agent spent in the Idle state. | Sum of Idle Duration |
Average Idle Time | The average length of time an agent was in the Idle state. | Sum of Idle Duration / Sum of Idle Count |
Available Count | The number of times an agent went into the Available state. | Sum of Available Count |
Total Available Time | The total amount of time an agent spent in the Available state. | Sum of Available Duration |
Average Available Time | The average length of time an agent was in the Available state. | Sum of Available Duration / Sum of Available Count |
Inbound Reserved Count | The number of times an agent went into the Inbound Reserved state. | Sum of Ringing Count |
Inbound Reserved Total Time | The total amount of time an agent spent in the Reserved state (time duration after a call comes in to an agent’s station but is not yet answered). | Sum of Ringing Duration |
Average Inbound Reserved Time | The average length of time an agent was in the Inbound Reserved state. | Sum of Ringing Duration / Sum of Ringing Count |
Inbound Hold Count | The number of times an agent put an inbound caller on hold. | Sum of Hold Count |
Inbound Hold Total Time | The total amount of time the inbound calls were on hold. | Sum of Hold Duration |
Average Inbound Hold Time | The average hold time for inbound calls. | Sum of Hold Duration / Sum of Hold Count |
Inbound Connected Count | The number of inbound calls that were connected to an agent. | Sum of Connected Count |
Inbound Connected Total Time | The total amount of time an agent was talking to customers on inbound calls. Inbound Connected Total Time does not include the Idle Time, Hold Duration, or Consult Time. | Sum of Connected Duration |
Inbound Contact Total Time | The total amount of time an agent was connected to inbound calls. | Sum of Connected Duration + Sum of Hold Duration |
Average Inbound Contact Time | The average inbound contact time. | (Sum of Connected Duration + Sum of Hold Duration) / Sum of Connected Count |
Outdial Reserved Count | The number of times an agent was in the Outdial Reserved state, a state indicating that the agent has initiated an outdial call, but the call isn’t connected yet. | Sum of Outdial Ringing Count |
Outdial Reserved Total Time | The total amount of time an agent was in the Outdial Reserved state. | Sum of Outdial Ringing Duration |
Average Outdial Reserved Time | The average amount of time an agent was in the Outdial Reserved state. | Sum of Outdial Ringing Duration / Sum of Outdial Ringing Count |
Outdial Hold Count | The number of times an agent put an outbound caller on hold. | Sum of Outdial Hold Count |
Outdial Hold Total Time | The total amount of time the outbound calls were on hold. | Sum of Outdial Hold Duration |
Average Outdial Hold Time | The average hold time for outbound calls. | Sum of Outdial Hold Duration / Sum of Outdial Hold Count |
Outdial Attempted Count | The number of times an agent attempted to make an outdial call. | Sum of Outdial Ringing Count |
Outdial Connected Count | The number of outdial calls that were connected to an agent. | Sum of Outdial Connected Count |
Outdial Connected Total Time | Shows the total amount of time an agent was talking to customers on outdial calls. Outdial Connected Total Time does not include the Idle Time, Hold Duration, or Consult Time. | Sum of Outdial Connected Duration |
Outdial Contact Total Time | The total amount of time an agent was connected to outdial calls. | Sum of Outdial Connected Duration + Sum of Hold Duration |
Average Outdial Contact Time | The average outdial contact time. | (Sum of Outdial Connected Duration + Sum of Hold Duration) / Sum of Outdial Connected Count |
Sudden Disconnected Count | The number of calls that were answered (that is, connected to an agent or distributed to and accepted by a destination site), but that were then immediately disconnected within the Sudden Disconnect threshold provisioned for the enterprise. | Sum of Disconnected Count |
Inbound Wrapup Count | The number of times an agent went into the Wrapup state after an inbound call. | Sum of Wrapup Count |
Inbound Wrapup Total Time | The total amount of time an agent spent in the Wrapup state after an inbound call. | Sum of Wrapup Duration |
Average Inbound Wrapup Time | The average length of time an agent was in the Wrapup state after an inbound call. | Sum of Wrapup Duration / Sum of Wrapup Count |
Outdial Wrapup Count | The number of times an agent went into the Wrapup state after an outbound call. | Sum of Outdial Wrapup Count |
Outdial Wrapup Total Time | The total amount of time an agent spent in the Wrapup state after an outbound call. | Sum of Outdial Wrapup Duration |
Average Outdial Wrapup Time | The average length of time an agent was in the Wrapup state after an outbound call. | Sum of Outdial Wrapup Duration / Sum of Outdial Wrapup Count |
Not Responding Count | The number of times an agent failed to respond to an incoming request due to which the contact couldn’t be connected to the agent. | Sum of Not Responded Count |
Not Responding Total Time | The total amount of time an agent spent in the Not Responding state. | Sum of Not Responded Duration |
Average Not Responding Time | The average length of time an agent was in the Not Responding state. | Sum of Not Responded Duration / Sum of Not Responded Count |
Consult Answer Count | The number of times an agent answered a consult request from another agent. | Sum of Consult Count |
Consult Answer Total Time | The total amount of time an agent spent answering consult requests. | Sum of Consult Duration |
Average Consult Answer Time | The average length of time an agent spent answering consult requests. | Sum of Consult Duration / Sum of Consult Count |
Consult Request Count | The number of times an agent sent a consult request to another agent. | Sum of Consult Request Count |
Consult Request Total Time | The total amount of time an agent spent consulting other agents. | Sum of Consult Request Duration |
Average Consult Request Time | The average length of time an agent spent consulting other agents. | Sum of Consult Request Duration / Sum of Consult Request Count |
Consult Count | The number of times an agent answered a consult request from another agent | Sum of Consult Answer Count |
Total Consult Time | The total amount of time an agent spent answering consult requests. | Sum of Consult Answer Duration |
Average Consult Time | The average length of time an agent spent answering consult requests. | Sum of Consult Answer Duration / Sum of Consult Answer Count |
Conference Count | The number of times an agent initiated a conference call. | Sum of Conference Count |
Inbound CTQ Request Count | The number of times an agent initiated a consult to queue while handling an inbound call. | Sum of CTQ Request Count |
Inbound Total CTQ Request Time | The total amount of time an agent spent answering consult-to-queue requests from another agent who was handling an inbound call. | Sum of CTQ Request Duration |
Inbound CTQ Answer Count | The number of times an agent answered a consult-to-queue request from another agent who was handling an inbound call. | Sum of CTQ Answer Count |
Inbound Total CTQ Answer Time | The total amount of time an agent spent answering consult-to-queue requests from another agent who was handling an inbound call. | Sum of CTQ Answer Duration |
Outdial CTQ Request Count | The number of times an agent initiated a consult-to-queue request while handling an outdial call. | Sum of Outdial CTQ Request Count |
Outdial CTQ Total Request Time | The total amount of time an agent spent answering consult-to-queue requests from another agent who was handling an outdial call. | Sum of Outdial CTQ Request Duration |
Outdial CTQ Answer Count | The number of times an agent answered a consult-to-queue request from another agent who was handling an outdial call. | Sum of Outdial CTQ Answer Count |
Outdial CTQ Total Answer Time | The total amount of time an agent spent answering consult-to-queue requests from another agent who was handling an outdial call. | Sum of Outdial CTQ Answer Duration |
Agent Transfer |
The number of times an agent transferred inbound contacts to another agent after consult. |
Sum of Agent To Agent Transfer Count |
Agent Requeue | The number of times an agent requeued an inbound call. | Sum of Agent Transfer To Queue Request Count |
Blind Transfer | The number of times agents transferred inbound calls to either an external or third-party Dial Number (DN) through the Interactive Voice Response (IVR) without agent intervention. | Sum of Blind Transfer Count |
Inbound Average Handle Time | The average length of time an agent spent handling an inbound call. | (Sum of Connected Duration + Sum of Wrapup Duration) / Sum of Connected Count |
Outdial Average Handle Time | The average length of time an agent spent handling an outbound call. | (Sum of Outdial Connected Duration + Sum of Outdial Wrapup Duration) / Sum of Outdial Connected Count |
Auxiliary Reports
Agent Idle Auxiliary
This report represents the agent idle time.
Report Path: Stock Reports > Historical Reports > Auxiliary Reports > Idle Reports
Output Type: Table
Parameter |
Description | Formula |
---|---|---|
Agent Name |
The name of an agent, that is, a person who answers customer calls. Used As: Row Segment |
|
Interval | Time period for which the agent activity is available. | Last 7 Days |
Idle Code Name | Name of the code Used As: Column Segment |
|
Count | The number of values specifying a condition for including records. | Count of Record Unique ID |
Duration |
The amount of time during which the agent was engaged in the activity. |
Sum of Activity Duration |
Agent WrapUp Auxiliary
This report represents the agent name and the wrap-up code reason.
Report Path: Stock Reports > Historical Reports > Auxiliary Reports > Wrap-up Reports
Output Type: Table
Parameter | Description | Formula |
---|---|---|
Agent Name |
The name of an agent, that is, a person who answers customer calls. Used As: Row Segment |
|
Interval | Time period | Last 7 Days |
Wrapup Code Name | The name of the wrap-up code applied. Used As: Column Segment |
|
Count | The number of values within the specified range. | Count of Contact Session ID |
Duration |
The number of seconds that the interaction was active. |
Sum of Wrap-up Duration |
Site Idle Auxiliary
This report represents the agent idle time for a site.
Report Path: Stock Reports > Historical Reports > Auxiliary Reports > Idle Reports
Output Type: Table
Parameter | Definition | Formula |
---|---|---|
Site Name | Name of site. Used As: Row Segment |
|
Interval | Time Period. | Last 7 Days |
Idle Code Name | Name of the code. Used As: Column Segment |
|
Count | Count of records. | Count of Record Unique ID |
Duration |
The amount of time. |
Sum of Activity Duration |
Site WrapUp Auxiliary
This report represents the site and the wrap-up code used by agents in a particular site.
Report Path: Stock Reports > Historical Reports > Auxiliary Reports > Wrap-up Reports
Output Type: Table
Parameter | Description | Formula |
---|---|---|
Site Name | Name of the site. Used As: Row Segment |
|
Interval | Time period | Last 7 Days |
Wrapup Code Name | Name of the wrap-up code applied. Used As: Column Segment |
|
Count | The number of values for specific condition. | Count of Contact Session ID |
Duration |
The amount of time during which the agent was engaged in the activity. |
Sum of Wrapup Duration |
Team Idle Auxiliary
This report represents the agent idle time for a team.
Report Path: Stock Reports > Historical Reports > Auxiliary Reports > Idle Reports
Output Type: Table
Parameter |
Definition | Formula |
---|---|---|
Team Name |
Name of the team. Used As: Row Segment |
|
Interval |
Time period. |
Last 7 Days |
Idle Code Name |
Name of code applied Used As: Column Segment |
|
Count |
The total number of calls. |
Count of Record Unique ID |
Duration |
The total time. |
Sum of Activity Duration |
Team WrapUp Auxiliary
This report represents the team name and the wrap-up code used by agents belonging to a particular team.
Report Path: Stock Reports > Historical Reports > Auxiliary Reports > Wrap-up Reports
Output Type: Table
Parameter | Description | Formula |
---|---|---|
Team Name |
Name of the team. Used As: Row Segment |
|
Interval | Time period | Last 7 Days |
Wrapup Code Name | The name of the wrap-up code applied. Used As: Column Segment |
|
Count | The number of values. | Count of Contact Session ID |
Duration |
The amount of time during which the agent was engaged in the activity. |
Sum of Wrapup Duration |
Business Metrics
Business Metrics
Abandoned Contacts
The Abandoned Contacts Dashboard displays the number of contacts that were Abandoned during a specific period. You can filter the data in the Dashboard according to Interval and Duration as mentioned here:
-
Interval—Shows intervals, such as 10 Minutes, 30 Minutes, Hourly, Daily, Weekly, and Monthly.
-
Duration—Shows durations, such as Today, Yesterday, This Week, Last Week, Last 7 days, This Month, Last Month, and This Year.
Parameter | Description |
---|---|
Total Abandoned Contacts | The total number of contacts that are Abandoned. The number of contacts Abandoned for different channels (Chat & Voice) is also displayed. Contacts can get abandoned in the following scenarios:
|
Leading Abandonment Reason |
The percentage of total contacts that got abandoned in Queue Waiting Time (QWT). For example, in a day total contacts are 1000 and in that 100 contacts were Abandoned, the QWT for these 100 contacts that were Abandoned can fall in the following categories:
For the above example, the Leading Abandonment Reason shows 65% (looking at maximum period calls that got abandoned) and QWT as more than 5 minutes. |
Call Back / Renewed Chat Rate |
Total percentage of customers who have contacted back either through voice calls or chat. |
Customer Journey | The Sankey diagram shows at which stage the contact was abandoned. This diagram shows a vertical bar for the different Entry Points, Queues, Wait Time, and Agents. The view depends on the selected Channel Type. Hovering over the stages shows more information, like the number of abandoned contacts and number of contacts that are handled by each agent. |
Contacts Trend | The Area chart shows the Trend of contacts that are handled and abandoned for each channel type for the selected duration. |
Abandoned Contacts By Stage |
The Donut diagram shows in which stage the contacts got abandoned. |
Abandoned Contact Details | The tabular view displays the details of each abandoned contact for the selected duration.
|
Contacts Trend
The chart shows the trend of contacts that are handled and abandoned for each channel type for the selected duration.
Output Type: Area Chart
Parameter |
Description | Formula |
---|---|---|
Channel Type |
The media type of contact, such as telephony, email, or chat. |
N/A |
Interval | Time period. | N/A |
Abandoned Contacts | Number of contacts that were abandoned. | Count of Contact Session ID |
Handled Contacts |
The total number of contacts handled. |
Count of Contact Session ID |
Total Abandoned Contacts Card
The Abandoned Contacts Card displays the total number of contacts that were Abandoned during a specific period.
Output Type: Card
Callback report
Callback Report
The contact center customer can opt to receive a callback from an agent when the customer visits the contact center website, communicates with the bot, or waits in a queue. The courtesy callback flow is configured by the flow developer. For more information, see the Courtesy Callback chapter in the Cisco Webex Contact Center Setup and Administration Guide.
Report Path: Stock Reports > Historical Reports > Callback Reports
Output Type: Table
Parameter |
Description |
Filters |
Formula |
---|---|---|---|
Queue Name |
The name of the last queue that was associated with the callback. |
||
Type of Callback |
The type of the callback. The callback type can be Courtesy or web. |
||
Source of Callback |
The source of the callback. The source of a callback can be web, chat, or IVR. |
||
Callback Request Time |
The time at which the customer opted for the callback. |
||
Callback Connected Time |
The time at which the callback was connected between the agent and the customer. |
||
Callback Number |
The number that is based on the ANI or the number that was configured in a workflow. |
||
Preferred Agent Name |
The name of the preferred agent who made the callback to the contact in queue. This column displays a N/A value if the contact is not queued to the preferred agent through Queue to Agent activity in Flow Designer. For more information, see the Queue To Agent activity documentation. If the preferred agent is unable to make a callback, the Agent Name column displays a N/A value. |
||
Agent Name |
The name of the agent making the callback. |
||
Team Name |
The name of the team that the agent belongs to. |
||
Last Callback Status |
The status of the last callback. Callback Status Success: When a Callback call was connected. Not Processed: When an agent receives the Callback request but is pending processing. Failure: When a Callback was attempted, but the connection was not established. |
||
Final Reason |
Indicates the reason for ending the callback. The reason can be one of the following:
|
||
Terminated by |
Indicates the party that terminated the interaction. The terminating party can be one of the following:
|
||
Failed Callback Retry Count |
The number of times a callback retry failed. |
Click the Failed Callback Retry Count table cell to see the Drill Down icon. Click the icon to launch the Drill Down modal. You can see the following details in the Drill Down modal :
Parameter | Description |
---|---|
Callback ID |
Shows a unique string that identifies the callback session. |
Callback Time |
Shows the time at which the callback was requested. |
Reason |
Indicated the reason for ending the selected callback session. The reason can be one of the following:
|
Contact Center Overview
Average Service Level Card
This pie chart shows the average service level that includes all channels.
Report Path: Stock Reports > Historical Reports > Contact Center Overview
Output Type: Chart
Contact Center Overview - Historical
Contact Details in Queue
This report provides contact details by queue.
Report Path: Stock Reports > Historical Reports > Contact Center Overview
Output Type: Table
Parameter |
Description | Filters |
Formula |
---|---|---|---|
Interval | Time Period | Last 7 Days | |
Channel Type |
The media type of the contact, such as telephony, email, or chat. Used As: Row Segment |
||
Queue Name |
The last queue that the contact was in. Used As: Row Segment |
||
# Contacts |
The total number of contacts. |
Count of Contact Session ID | |
Avg Queue Wait Time |
Average of total queue duration. |
Current State: connected, ended |
Average of Queue Duration |
Longest Contact's Total Queue Duration |
The longest duration that a contact spent in queue. This is calculated after the call status changes from parked to connected or ended. Calls received in the last 7 days are considered, excluding the calls that are currently in queue. |
Current State: connected, ended |
Maximum Queue Duration |
# Abandoned Contacts |
Number of contacts that were abandoned. |
Termination Type: abandoned |
Count of Contact Session ID |
Contacts Handled Performance for Teams Dashboard
Longest Contact's Total Queue Duration Card
This report shows the total time when interaction is parked across all queues. This card is historical and it is updated based on the last 7 days. It shows the single longest parked time for the contact in a queue and across all instances.
This report provides the longest duration of the contact, channel type, and queue name.
Report Path: Stock Reports > Historical Reports > Contact Center Overview
Output Type: Card
Surge Protection Statistics
The Surge Protection mechanism provides your organization the ability to configure the maximum number of active calls (inbound and outdial) that can be simultaneously handled by the contact center at any point. The Surge Protection mechanism works at two levels—data center (DC) level and tenant level.
-
At the DC level, calls are rejected when the number of voice calls exceeds the threshold limit that is set for the DC.
-
At the tenant level, calls are rejected when the number of voice calls exceeds the maximum limit configured for the tenant, which is based on the licenses purchased by your organization.
The Surge Protection Statistics report provides details of the calls that the contact center received, handled, abandoned, and rejected due to the surge protection limits that are set at the tenant level.
Report path: Home > Visualization > Stock Reports > Historical Reports > Contact Center Overview
Output type: Table
Name | Description |
---|---|
Date |
Indicates the date and time of the incoming call. |
Session ID |
The unique ID associated with each incoming call. |
Entry Point |
The entry point where the call landed. |
Site Name |
The name of the site or location. |
Queue Name |
The name of the queue. |
Handled |
Indicates whether the call was handled, by means of a check mark. |
Abandoned |
Indicates whether the call was abandoned, by means of a check mark. |
Rejected |
Indicates whether the call was rejected, by means of a check mark. |
Reason |
The reason why the call was abandoned or rejected. |
Summary
The report also provides a summary of the total number of calls that were handled, rejected, or abandoned.
Team Details
This report provides team details.
The Social column appears only if the Social Channel SKU is subscribed.
Report Path: Stock Reports > Historical Reports > Contact Center Overview
Output Type: Table
Parameter |
Description |
Formula |
---|---|---|
Interval | The time period for which you generated the report. | Last 7 Days |
Team Name |
Name of the team. | |
Agent Name |
Name of the agent. |
|
Total Log In Count |
The total number of logins of the agent during the specified time interval. |
Cardinality of Agent Session ID (Cardinality provides the total number of unique Agent Session IDs.) |
Initial Login Time |
The timestamp of the first login within the specified interval. | Minimum Login Timestamp |
Final Logout Time |
The timestamp of the last logout within the specified interval. | Maximum Logout Timestamp |
Staff Hours |
The total amount of time agents were logged in. |
Sum of Realtime Update Timestamp - Sum of Login Timestamp |
Idle Counts |
The number of times that the agent's state changed to an idle state. | Sum of Idle Count |
# Contacts Handled |
The number of contacts that were handled in sessions that started during the specified interval. This includes contacts across all channel types. | Sum of Connected Count |
# Calls Handled |
The number of Telephony channel type contacts that were handled. | Voice Connected Count |
# Chats Handled |
The number of Chat channel type contacts that were handled. | Chat Connected Count |
# Emails Handled |
The number of Email channel type contacts that were handled. | Email Connected Count |
# Social Handled |
The number of Social channel type contacts that were handled. |
Social Connected Count + Social Outdial Connected Count |
Multimedia Reports
Agent Volume
This report represents the number of customers that were handled by an agent and the average Cisco Customer Satisfaction (CSAT) score.
Report Path: Stock Reports > Historical Reports > Multimedia Reports
Output Type: Table
Parameter |
Description | Filters | Formula |
---|---|---|---|
Interval |
Time Period |
Last 7 days | |
Agent Name |
The name of an agent, that is, a person who answers customer calls. Used As: Row Segment |
||
Channel Type |
The media type of the contact, such as telephony, email, or chat. Used As: Profile Segment |
||
Handled |
The total number of interactions handled. |
Termination Type: normal |
Count of Contact Session ID |
Avg Handle Time | The average length of time spent handling a call. | (Sum of Hold Duration + Sum of Connected Duration + Sum of Wrapup Duration) / Count of Contact Session ID (Termination Type = Normal) | |
Avg CSAT |
The Average Customer Satisfaction score. |
Avg of CSAT score |
Agent Volume - Chart
This report represents the content type handled by an agent. You can filter data based on content type or date.
Report Path: Stock Reports > Historical Reports > Multimedia Reports
Output Type: Table
Parameter |
Description |
Filters |
Formula |
---|---|---|---|
Voice |
The media type of the telephony contact. |
Count of Contact Session ID (Channel Type = telephony, Termination Type=normal) | |
Chat |
The media type of the chat contact. |
Count of Contact Session ID (Channel Type = chat, Termination Type=normal) | |
The media type of the email contact. |
Count of Contact Session ID (Channel Type = email, Termination Type=normal) | ||
Contacts Handled |
The total number of contacts handled. |
Termination Type: normal |
Count of Contact Session ID |
Agent Volume Historical Dashboard
This dashboard shows the number of customers handled, average Cisco Customer Satisfaction (CSAT) score, and content types managed by agents, with filtering options for content type and date. For more information, see Agent Volume and Agent Volume - Chart.
CSR-Yesterday
This report shows the Contact Session Record (CSR) for the previous day.
Report Path: Stock Reports > Historical Reports > Multimedia Reports
Output Type: Table
Parameter | Description | Formula |
---|---|---|
ANI | The Automatic Number Identification (ANI) digits delivered with a call. ANI is a service provided by the phone company that delivers the caller’s phone number along with the call. | Value of ANI |
DNIS | The Dialed Number Identification Service (DNIS) digits delivered with the call. DNIS is a service provided by the phone company that delivers a digit string indicating the number the caller dialed along with the call. | Value of DNIS |
Queue | The name of a queue, which is holding place for calls while they await handling by an agent. Calls are moved from an entry point into a queue and are later distributed to agents. | Value of Final queue name |
Site | The call center location to which a call was distributed. | Value of Site name |
Team | A group of agents at a specific site who handle a particular type of call. | Value of Team name |
Agent | The name of an agent, that is, a person who answers customer calls/chats/emails | Value of Agent name |
Call start time | Timestamp when the contact started. | Value of Contact start timestamp |
Call end time | Timestamp when the contact ended. | Value of Contact end timestamp |
Call Duration | The connected duration of a call from. | Value of Call end time – call start time |
IVR time | The amount of time during which a call was in IVR state. | Value of IVR duration |
Queue Time | The amount of time a contact spent in queue waiting. | Value of Queue duration |
Connected time | The duration of connected (talking) state within this interaction. | Value of Connected duration |
Hold time | The amount of time during which a call was placed on hold. | Value of Hold duration |
Wrap up time | The cumulative amount of time agents spent in the wrap-up state after handling the interactions. | Value of Wrap up duration |
Handle time | The total amount of time an agent handles the call including wrap-up time. | Wrap up time + connected time |
Consult time | The amount of time an agent spent consulting with another agent while handling a call. | Value of Consult duration |
Conference time | The amount of time an agent spent in conference with a caller and another agent. | Value of Conference duration |
CTQ request time | Total duration spent on consult-to queue within an interaction. | Value of CTQ duration |
Hold count | The number of times an agent put an inbound caller on hold. | Value of Hold count |
Consult count | The number of times agents initiated a consult with another agent or someone at an external number while handling a call. | Value of Consult count |
Conference count | The number of times an agent established a conference call with the caller and another agent. | Value of Conference count |
Blind transfer count |
The number of times a call was transferred via blind transfer in the following scenarios:
|
Value of Blind transfer count |
CTQ request count | This is the count of consult-to-queue within an interaction. | Value of CTQ count |
Number of transfers |
Indicates the number of times a call was transferred:
|
Value of Transfer count |
Transfer errors | Indicates the number of times the transfer failed. | Value of Transfer error count |
Handle type | Indicates how the call was handled, short, abandoned, normal. | Value of Handle type |
Call Direction | Indicates if the call is an inbound call or an outbound call. Click the Call Direction table cell to see the Drill Down icon. Click the icon to launch the Drill Down modal dialog. You can see the following parameters: Termination Reason—Specifies the reason, why the call was terminated. For example, the Customer left the call. Termination Party—Specifies, who terminated the call or where the call was terminated. For example, if the call was terminated by the agent or the customer, if the call was terminated in the system or queue. |
Value of Call Direction |
Termination type | A text string specifying how a call was terminated. | Value of Termination type |
Record flag | Flag that indicates whether the contact was recorded. | Value of Is recorded |
Wrap up | The wrap-up code that the agent gave for the interaction. | Value of Wrap up code name |
Session ID | A unique string that identifies the contact session. | Value of Contact session ID |
Contact Reason
This report represents the contact reason for a customer to contact the call center.
The Social column appears only if the Social Channel SKU is subscribed.
Report Path: Stock Reports > Historical Reports > Multimedia Reports
Output Type: Table
Parameters |
Description | Filters | Formula |
---|---|---|---|
Interval | Time period | Last 7 days | |
Queue Name | The name of a queue, which is holding place for calls while they await handling by an agent. Calls move from an entry point into a queue and then gets distributed to agents. | Queue Name | |
Contact Reason | Reason identifier. | Contact Reason | |
Voice | The media type of the telephony contact. |
Channel Type: Telephony |
Count of Contact Session ID |
Chat | The media type of the chat contact. |
Channel Type: chat |
Count of Contact Session ID |
The media type of the email contact. |
Channel Type: email |
Count of Contact Session ID | |
Social |
The total number of social channel interactions handled. |
Channel Type: social |
Count of Contact Session ID |
Contact Reason - Chart
This report represents the Contact Volume for each entry point and channel type.
Report Path: Stock Reports > Historical Reports > Multimedia Reports
Output Type: Bar Chart
Parameter | Description | Formula |
---|---|---|
Voice |
The media type of the telephony contact. |
Count of Contact Session ID (Channel Type = telephony) |
Chat |
The media type of the chat contact. |
Count of Contact Session ID (Channel Type = chat) |
The media type of the email contact. |
Count of Contact Session ID (Channel Type = email) |
Contact Volume
This report represents the number of contacts handled based on the DNIS value.
Report Path: Stock Reports > Historical Reports > Multimedia Reports
Output Type: Table
Parameter |
Definition |
Formula |
---|---|---|
DNIS | The DNIS digits delivered with the call. DNIS, or Dialed Number Identification Service, is a service provided by the phone company that delivers a digit string indicating the number the caller dialed along with the call. DNIS does not appear for a Chat contact. Used As: Row Segment |
|
Entry point Name |
The name of an entry point. Used As: Row Segment |
|
Interval |
Time period |
Last 7 Days |
Channel Type |
The media type of the contact, such as telephony, email, or chat. Used As: Row Segment |
|
Contacts |
Contact identifier. |
Count of Contact Session ID |
Contact Volume Historical Dashboard
This dashboard contains a report for Contact Volume. For more information, see Contact Volume.
Contact by DNIS
This report represents the contact DNIS for a customer.
Report Path: Stock Reports > Historical Reports > Multimedia Reports
Output Type: Table
Parameters |
Description | Formula |
---|---|---|
Interval | Time period | Last 7 days |
DNIS | DNIS number for an incoming call. DNIS does not appear for a Chat contact. |
Row Segment |
Channel Type | The media type of the contact. | Row Segment |
Number of Contacts | Represents number of contacts. |
Count of Contact Session ID |
Entry Point Contact Volume - CAR
This report represents entrypoint through which the customer was routed to an agent from the IVR.
Report Path: Stock Reports > Historical Reports > Multimedia Reports
Output Type: Table
Parameter | Description | Filters | Formula |
---|---|---|---|
Entrypoint Name | The name of an entry point. Used As: Row Segment |
||
Interval | Time period | Last 7 days | |
Channel Type |
The media type of the contact, such as telephony, email, or chat. Used As: Row Segment |
||
From Entry Point |
The number of calls that entered this queue after being classified into the queue from an entry point by the IVR call control script. |
Activity State: ivr-connected Previous State: ivr-connected |
Count of Record Unique ID |
Transferred In |
The number of calls that were transferred to this entry point by an agent who clicked the Queue button and selected an entry point from the drop-down list, and then clicked Transfer. |
Activity State: vt-transfer Entrypoint ID: it should not be a Null value |
Count of Record Unique ID |
IVR Ended | Exit Point of IVR/AA. |
Previous State: ivr-connected Activity State: ended |
Count of Record Unique ID |
Entry Point Contact Volume - Chart
This report displays the contact entry point.
Report Path: Stock Reports > Historical Reports > Multimedia Reports
Output Type: Bar Chart
Parameter | Description | Formula |
---|---|---|
Voice |
The media type of the telephony contact. |
Count of Contact Session ID (Channel Type = telephony) |
Chat |
The media type of the chat contact. |
Count of Contact Session ID (Channel Type = chat) |
The media type of the email contact. |
Count of Contact Session ID (Channel Type = email) |
IVR and CVA Dialog Flow Report
This report displays the Self-service operational metrics. The Self-service Reporting and Analytics information consists of:
-
Number of abandoned calls in Self-service.
-
Number of abandoned calls in a queue.
Self-service is enabled by adding the Virtual Agent activity to the call flow in Flow Designer. When a customer contacts the contact center, the virtual agent handles the contact in the IVR. For more information on configuring the virtual assistant, please see Virtual Agent section of the Cisco Webex Contact Center Setup and Administration Guide.
Report Path: Stock Reports > Historical Reports > Multimedia Reports > Self Service Reports > IVR and CVA Dialog Flow Report.
Output Type: Table
Parameter |
Description |
Filters |
Formula |
---|---|---|---|
Interval |
The time period for which the Self-service analytics data is reported. |
||
Entrypoint Name |
The list of entry points for the IVR call. |
||
Total IVR Calls |
The total number of IVR calls handled by the virtual agent. |
||
Calls Abandoned in Self-Service |
Number of IVR calls that were abandoned in IVR. |
||
Calls Escalated to Queue |
Number of IVR calls that were escalated to a queue. |
||
Percentage Escalation to Queue |
Percentage of IVR calls that were escalated to a queue. |
100 * (Calls Escalated to Queue / Total IVR Calls) |
Click any table cell (except the Percentage Escalation to Queue table cell) to see the Drill Down icon. Click the icon to launch the Drill Down modal dialog. The Drill Down modal dialog displays the records that are involved in the computation of the visualization. You can see the following details:
Parameter |
Description |
---|---|
Name of Activity |
Shows the name of the activity such as CVA, Play Prompt, Menu, and Queue. |
Number of Calls completed in this Activity |
Shows the total number of calls completed in this activity. |
To add a new column in the report, you can select the appropriate Fields and Measures from the drop-down list on the left side of the Drill Down modal dialog. You can export the Drill Down report in Microsoft Excel format or CSV format to a preferred location. To view the Drill Down modal dialog in a separate window, click the Launch icon.
You can further drill down on the Name of Activity table cell, to display the sequence of activities. This Drill Down report is the second-level drill down. You can see the following details:
Parameter |
Description |
---|---|
Entrypoint Name |
Shows the entry point for that particular activity. |
Timestamp |
Shows the date and the time at which the call landed in the Self-service. |
Call ID |
Shows the call ID number. |
Sequence of Activity |
Shows the sequence of activities that were involved in the call. The activities include DTMF, Prompt Name, Queue Name, Abandoned, Completed, CVA, Menu, Self Service Complete, and Self Service Abandon. |
Incoming, Short Contacts - Entry point
This report represents the number of calls that were terminated without being connected to an agent.
Report Path: Stock Reports > Historical Reports > Multimedia Reports
Output Type: Table
Parameter | Description | Filters | Formula |
---|---|---|---|
Entrypoint Name | The name of an entry point. Used As: Profile Segment |
||
Interval | Time period | Last 7 days | |
Channel Type |
The media type of the contact, such as telephony, email, or chat. Used As: Profile Segment |
||
Incoming | Number of incoming contact types. | Count of Contact Session ID | |
Short |
The number of calls that were terminated within the Short Call threshold provisioned for the enterprise without being in the connected state. |
Termination Type: short_call |
Count of Contact Session ID |
IVR Time | The duration of the call in the IVR. | Sum of IVR Duration |
Inline IVR Post Call Survey Statistics Report
Webex Contact Center is integrated with Cisco Webex Experience Management, to present post call surveys to customers and to collect their feedback.
If the report is not displayed, contact Cisco Support as the corresponding feature flag may have to be enabled.
The Inline IVR Post Call Survey Statistics Report enables administrators and supervisors to view Post Call Survey statistics in order to measure the effectiveness of the surveys. This report is available for customers who have access to the Webex Experience Management widget.
Report Path:
Output Type: Table
Parameter |
Description |
Filters |
Formula |
---|---|---|---|
Interval |
The time period for which the Webex Experience Management Post Call Survey data is reported. |
||
Total Calls |
The total number of voice calls for which the Post Call Survey was offered to the customer during the interval |
||
Survey Opt-in Number |
The number of customers who opted for the inline survey. If there an error while gathering caller's opt-in preference then it is not considered as part of the Survey Opt-in Number calculation. |
||
Survey Opt-in Stats |
The percentage of customers who opted for the inline survey. |
(Survey Opt-In Number / Total Contact with Survey) X 100 | |
Survey Response Rate |
The percentage of voice calls for which the Post Call Survey response was received. This is calculated as a percentage of the Survey Opt-in number. |
||
Survey Completion Rate |
The percentage of questions answered by the customers. This is calculated as a percentage of the total number of questions posted to the customers. |
The Summary value for the Total Calls with Survey and Survey Opt-in Number is the summation of all the values for a specific duration.
The Summary value for the Survey Opt-in Stats is the percentage of the summary values of the Total Calls with Survey and the Survey Opt-in Number.
The Summary value for the Survey Response Rate is the percentage of the summary values of the Total Calls with Survey and the Total number of customers responded to the survey.
The Summary value for the Survey Completion Rate is the percentage of the summary values of the Total Calls with Survey and the Total number of customers completed the survey.
If a voice call receives multiple survey, only the final survey details are recorded.
Opt Out of Queue Report
This report displays the opt-out-of-queue choices made by the customer.
When a customer contacts the contact center, the virtual agent handles the contact in the IVR. The IVR provides an option for the customer to opt out of the queue. This report shows:
-
The number of opt-outs.
-
Other call-associated data.
Report Path: Stock Reports > Historical Reports > Multimedia Reports > Self Service Reports > Opt Out of Queue Report
Output Type: Table
Parameter |
Description |
Filters |
Formula |
---|---|---|---|
Date |
Displays the date. |
||
Queue Name |
The queue that the contact was in at the time of opting out. |
||
Number of Opt-outs |
The number of customer contacts that opted out of a particular queue on the given date. |
Click Number of Opt-outs table cell to see the Drill Down icon. Click the icon to launch the Drill Down modal dialog. The Drill Down modal dialog displays the records that are involved in the computation of the visualization. You can see the following details:
Parameter |
Description |
Formula |
---|---|---|
Call Time |
Shows the time at which the call got connected. |
|
ANI |
Shows the ANI number that is associated with the call. |
|
DNIS |
Shows the DNIS number that is associated with the call. |
|
Workflow Sequence |
Shows the sequence of activities that happened during the call. |
To add a new column in the report, you can select the appropriate Fields and Measures from the drop-down list on the left side of the Drill Down modal dialog. You can export the Drill Down report in Microsoft Excel format or CSV format to a preferred location. To view the Drill Down modal dialog in a separate window, click the Launch icon.
Post Call Survey Statistics Report
Webex Contact Center is integrated with Cisco Webex Experience Management to present post-call surveys to customers and to collect their feedback.
If the report is not displayed, contact Cisco Support as the corresponding feature flag may have to be enabled.
The Post Call Survey Statistics Report is available for customers who have access to the Webex Experience Management widget.
The Post Call Survey Statistics Report enables administrators and supervisors to view Post Call Survey statistics in order to measure the effectiveness of the surveys. This report includes data for both Inline and Deferred surveys. An Inline survey is a survey that is presented to a customer when a voice call with the customer ends. A Deferred survey is a survey that is presented at a later point in time, via SMS or Email.
Report Path:
Output Type: Table
Parameter |
Description |
Filters |
Formula |
---|---|---|---|
Interval |
The time period for which the Cisco Webex Experience Management Post Call Survey data is reported. |
||
Type of Survey |
The type of survey that the customers have opted for (Inline survey or Deferred survey). |
||
Total Contacts with Survey |
Total number of customers who were offered the specific type of survey (Inline survey and Deferred survey). |
||
Survey Opt-in Number |
Total number of customers who opted in for each type of survey (Inline survey and Deferred survey). If there an error while gathering caller's opt-in preference then it is not considered as part of the Survey Opt-in Number calculation. |
||
Survey Opt-in Stats |
The percentage of customers who opted in for the survey (Inline survey and Deferred survey). |
(Survey Opt-in Number / Total Contacts with Survey) x 100 |
The Summary value for the Total Calls with Survey and Survey Opt-in Number is the summation of all the values for a specific duration.
The Summary value for the Survey Opt-in Stats is the percentage of the summary values of the Total Calls with Survey and the Survey Opt-in Number.
If a voice call receives multiple survey, only the final survey details are recorded.
Queue Abandoned
This report represents the number of calls that were in the system but terminated before being distributed to an agent or other resource.
Report Path: Stock Reports > Historical Reports > Multimedia Reports
Output Type: Table
Parameter |
Description |
Filters | Formula |
---|---|---|---|
Queue Name |
The name of a queue. Used As: Row Segment |
Final Queue ID = Is not in 0 |
|
Interval |
Time period |
Last 7 days | |
Channel Type |
The media type of the contact, such as telephony, email, or chat. Used As: Row Segment |
Final Queue ID = Is not in 0 |
|
Completed |
The number of calls that ended during the report interval. Answered, abandoned, and disconnected calls are included in this count. Transferred and short calls are not. |
Count of Contact Session ID (Termination Type = normal) + Count of Contact Session ID (Handle type = Abandoned) + Count of Contact Session ID (Termination Type = quick_disconnect) | |
%Abandoned |
The percentage of calls that were abandoned |
Count of Contact Session ID (Handle type = Abandoned) / Sum of Contact Count |
|
Abandoned |
The number of calls that were abandoned during the report interval. An abandoned call is a call that was terminated without being distributed to a destination site, but that was in the system for longer than the time specified by the Short Call threshold provisioned for the enterprise. |
Termination Type: abandoned |
Count of Contact Session ID |
Avg Queued Time |
The cumulative amount of time calls were in queue, waiting to be sent to an agent or other resource. Because queued time is calculated after the call leaves the queue, the queued time for a call that is still in the queue is not reflected in the report. |
Sum of Queue Duration / Sum of Queue Count | |
Avg Abandoned Time |
The cumulative amount of time calls were in the system for longer than the time specified by the Short Call threshold, but terminated before being distributed to an agent or other resource. |
Sum of Queue Duration (Is Contact Handled = 1) / Count of contact session ID (Termination Type = abandoned) |
Queue Abandoned Historical Dashboard
Queue Abandoned Chart
This report represents the number of abandoned customer for each Queue.
Report Path: Stock Reports > Historical Reports > Multimedia Reports
Output Type: Bar Chart
Parameter | Description | Filters | Formula |
---|---|---|---|
Voice |
The media type of the telephony contact. |
Termination Type: abandoned Channel Type: telephony |
Count of Contact Session ID |
Chat |
The media type of the chat contact. |
Termination Type: abandoned Channel Type: chat |
Count of Contact Session ID |
The media type of the email contact. |
Termination Type: abandoned Channel Type: email |
Count of Contact Session ID |
Queue Contact Volume - Chart
This chart report represents number of channel types that entered the queue for a particular channel type
Report Path: Stock Reports > Historical Reports > Multimedia Reports
Output Type: Bar Chart
Parameter | Description | Formula |
---|---|---|
Voice |
The media type of the telephony contact. |
Count of Contact Session ID (Channel Type=telephony, Termination Type=abandoned) + Count of Contact Session ID(Channel Type=telephony, Termination Type=normal) + Sum of Contact Count (Channel Type=telephony, Termination Type=quick_disconnect) |
Chat |
The media type of the chat contact. |
Count of Contact Session ID (Channel Type=chat, Termination Type=abandoned) + Count of Contact Session ID (Channel Type=chat, Termination Type=normal) + Sum of Contact Count (Channel Type=chat, Termination Type=quick_disconnect) |
The media type of the email contact. |
Count of Contact Session ID (Channel Type=email, Termination Type=abandoned) + Count of Contact Session ID (Channel Type=email, Termination Type=normal) + Sum of Contact Count (Channel Type=email, Termination Type=quick_disconnect) |
Queue Service Level
This report represents the service level for a queue.
Report Path: Stock Reports > Historical Reports > Multimedia Reports
Output Type: Table
Parameter | Description | Filters | Formula |
---|---|---|---|
Queue Name | Name of queue Used As: Row Segment |
||
Interval | Time period | Last 7 days | |
Channel Type |
The media type of the contact, such as telephony, email, or chat. Used As: Row Segment |
||
Service Level % |
The number of calls that were answered within the Service Level threshold provisioned for the queue or skill (including abandoned calls). |
Service Level % = Sum of Is Within Service Level / Total. | |
Entry Point Call Total |
The total number of calls from contacts that landed to the Webex Contact Center system through all the entry points for the selected duration. |
Sum of Contact Count | |
Completed |
The number of calls that ended during the report interval. Answered, abandoned, and disconnected calls are included in this count. Transferred and short calls are not. |
Count of Contact Session ID (Termination Type = normal) + Count of Contact Session ID (Termination Type = abandoned) + Sum of Contact count (Termination Type = quick_disconnect) | |
Abandoned |
The number of calls that were abandoned during the report interval. An abandoned call is a call that was terminated without being distributed to a destination site, but that was in the system for longer than the time specified by the Short Call threshold provisioned for the enterprise. |
Termination Type: abandoned |
Count of Contact Session ID |
Answered |
The number of calls that were routed from the queue to an agent or available resource and were answered by the agent or resource. |
Connected Duration: > 0 |
Count of Contact Session ID |
Conference Count |
The number of times agents initiated a conference call to an agent or external number. |
Sum of Conference Count | |
Hold Count |
The number of times a caller was put on hold. |
Sum of Hold Count | |
Avg Abandoned Time |
The cumulative amount of time calls were in the system for longer than the time specified by the Short Call threshold, but terminated before being distributed to an agent or other resource. |
Sum of Queue Duration (Is Contact Handled != 1) / Count of Contact Session ID (Termination Type = Abandoned) | |
Avg Speed of Answer |
The total answered time divided by the total number of answered calls. |
Sum of Queue Duration (Is Contact Handled = 1) / Count of Contact Session ID (Connected Duration > 0) |
Queued Contact Volume
This report represents number of channel types that entered the queue.
Report Path: Stock Reports > Historical Reports > Multimedia Reports
Output Type: Table
Parameter | Description | Formula |
---|---|---|
Queue Name | Name of queue Used As: Row Segment |
|
Interval | Time period | Last 7 days |
Channel Type |
The media type of the contact, such as telephony, email, or chat. Used As: Row Segment |
|
Total | Total number of contacts. | Sum of Contact Count |
Queued |
The number of calls that entered the queue during this interval. |
Sum of queue count |
Site Contact Volume Historical Dashboard
Sites Contact Details
This report represents the details of all agents in a team for a site.
Report Path: Stock Reports > Historical Reports > Multimedia Reports
Output Type: Table
Parameter | Description | Filters | Formula |
---|---|---|---|
Site Name | The name of a site. Used As: Row Segment |
Site ID is not in 0 | |
Channel Type |
The media type of the contact, such as telephony, email, or chat. Used As: Row Segment |
Site ID is not in 0 | |
Interval | Time period | Last 7 days | |
Completed | The number of calls that ended during the report interval. Answered, abandoned, and disconnected calls are included in this count. Transferred and short calls are not. | Count of Contact Session ID (Termination Type = normal) + Count of Contact Session ID (Termination Type = abandoned) + Sum of Contact Count (Termination Type = quick_disconnect) | |
Sudden Disconnect Count |
The number of calls that were answered (that is, connected to an agent or distributed to and accepted by a destination site), but that were then immediately disconnected within the Sudden Disconnect threshold provisioned for the enterprise. |
Termination Type: quick_disconnect |
Sum of Contact Count |
Answered |
The number of calls that were routed from the queue to an agent or available resource and were answered by the agent or resource. |
Termination Type: normal |
Count of Contact Session ID |
Conference Count | Sum of Conference Count | ||
%Abandoned | The percentage of calls that were abandoned. |
Count of Contact Session ID (Termination Type = Abandoned) / Sum of Contact Count |
|
Hold Count | The number of times a caller was put on hold. | Sum of Hold Count | |
Answered Time |
The cumulative amount of time between when calls entered the queue and when they were answered (connected to an agent or other resource) during the report interval. Because answered time is calculated after the call is answered, answered time for calls that are waiting to be answered is not reflected in the report. |
Is Contact Handled: = 1 |
Sum of Queue Duration |
Connected Time |
The time interval between when calls were answered by an agent or other resource and when they were terminated. Because connected time is not calculated until the call is terminated, the connected time for a call that is still in progress is not reflected in the report. |
Sum of Hold Duration + Sum of Connected Duration |
Site Contact Volume - Chart
This report represents the number of contact types for each site.
Report Path: Stock Reports > Historical Reports > Multimedia Reports
Output Type: Bar Chart
Parameter |
Description | Formula |
---|---|---|
Voice |
The media type of the telephony contact. |
Count of Contact Session ID (Channel Type=telephony, Termination Type=abandoned) + Count of Contact Session ID (Channel Type=telephony, Termination Type=normal) + Sum of Contact Count (Channel Type=telephony, Termination Type=quick_disconnect) |
Chat |
The media type of the chat contact. |
Count of Contact Session ID (Channel Type=chat, Termination Type=abandoned) + Count of Contact Session ID (Channel Type=chat, Termination Type=normal) + Sum of Contact Count (Channel Type=chat, Termination Type=quick_disconnect) |
The media type of the email contact. |
Count of Contact Session ID (Channel Type=email, Termination Type=abandoned) + Count of Contact Session ID (Channel Type=email, Termination Type=normal) + Sum of Contact Count (Channel Type=email, Termination Type=quick_disconnect) |
Teams Contact Details
This report represents the number of contact types for a team.
Report Path: Stock Reports > Historical Reports > Multimedia Reports
Output Type: Table
Parameter | Description | Filters | Formula |
---|---|---|---|
Team Name | The name of a team. Used As: Row Segment |
||
Interval | Time period | Last 7 days | |
Channel Type |
The media type of the contact, such as telephony, email, or chat. Used As: Row Segment |
||
Completed |
The number of calls that ended during the report interval. Answered, abandoned, and disconnected calls are included in this count. Transferred and short calls are not. |
Count of Contact Session ID (Termination Type = normal) + Count of Contact Session ID (Termination Type = abandoned) + Sum of Contact Count (Termination Type = sudden_disconnect) | |
Sudden Disconnect Count |
The number of calls that were answered (that is, connected to an agent or distributed to and accepted by a destination site), but that were then immediately disconnected within the Sudden Disconnect threshold provisioned for the enterprise. |
Termination Type: sudden_disconnect |
Sum of Contact Count |
Answered | The number of calls that were routed from the queue to an agent or available resource and were answered by the agent or resource. |
Termination Type: normal |
Count of Contact Session ID |
Conference Count | The number of times agents initiated a conference call to an agent or external number. | Sum of Conference Count | |
Hold Count | The number of times a caller was put on hold. | Sum of Hold Count | |
Answered Time |
The cumulative amount of time between when calls entered the queue and when they were answered (connected to an agent or other resource) during the report interval. Because answered time is calculated after the call is answered, answered time for calls that are waiting to be answered is not reflected in the report. |
Is Contact Handled: = 1 |
Sum of Queue Duration |
Connected Time |
The time interval between when calls were answered by an agent or other resource and when they were terminated. Because connected time is not calculated until the call is terminated, the connected time for a call that is still in progress is not reflected in the report. |
Sum of Hold Duration + Sum of Connected Duration |
Volume Report
This report represents the number of channel types for a team.
Report Path: Stock Reports > Historical Reports > Multimedia Reports
Output Type: Table
Parameter | Description | Filters | Formula |
---|---|---|---|
Interval | Time period | Last 7 days | |
Channel Type |
The media type of the contact, such as telephony, email, or chat. |
Channel Type | |
Offered |
The total number of contacts offered. |
Sum of Is Offered | |
Handled |
The total number of interactions handled. |
Termination Type: normal |
Count of Contact Session ID |
Avg Handle Time |
The average length of time spent handling a call. |
(Sum of Connected Duration + Sum of Hold Duration + Sum of Wrapup Duration) /Count of Contact Session ID |
Volume Report - Chart
This report represents the number of contacts offered or handled for a particular channel type.
Report Path: Stock Reports > Historical Reports > Multimedia Reports
Output Type: Bar Chart
Parameter |
Description | Filters |
Formula |
---|---|---|---|
Offered |
The total number of contacts offered. |
Sum of Is Offered |
|
Handled |
The total number of interactions handled. |
Termination Type: normal |
Count of Contact Session ID |
My team and queue stats
Average Wrapup Time Card
This report displays the average wrapup time for each individual channel and for overall channels.
Report Path: Stock Reports > Historical Reports > Team & Queue Stats
Output Type: Table
Average Handle Time Card
This report displays the average time of total contacts (voice, email, and chat) that got handled.
Report Path: Stock Reports > Historical Reports > Team & Queue Stats
Output Type: Card
Total Handled Card
This report displays the total number of contacts handled and broken down by channel type.
Report Path: Stock Reports > Historical Reports > Team & Queue Stats
Output Type: Card
Team Stats
This report displays the team statistics.
Report Path: Stock Reports > Historical Reports > Team & Queue Stats
Output Type: Table
Parameter |
Description |
Filters |
Formula |
---|---|---|---|
Interval |
Shows the duration for which the team statistics is collected. |
Last 7 Days |
|
Team Name |
Shows the name of the team. |
||
Agent Name |
Shows the name of the agent. |
||
# Contacts Handled |
Shows the number of contacts that were handled by the agent. |
||
Total Contacts Handled |
Shows the total number of contacts that were handled by the agent for the call channel type. |
Sum of Inbound Contacts Handled + Outdials Handled |
|
Inbound Contacts Handled |
Shows the total number of inbound contacts that were handled by the agent for the call channel type. |
||
Callbacks Handled |
Shows the number of callbacks that were handled by the agent for the call channel type. |
||
Outdials Handled |
Shows the total number of outdial calls that were handled by the agent for the call channel type. |
||
Average Handle Time |
Shows the average time that was spent by the agent on the contacts handled. |
Sum of Wrapup Duration + Sum of Connected Duration / # Contacts Handled |
|
Average Wrapup Time |
Shows the average time that was spent on wrapping up the contacts handled. |
Sum of Wrapup Duration / Sum of Wrapup Count |
The Total Contacts Handled, Inbound Contacts Handled, Callbacks Handled, and Outdials Handled columns are available in the Team Stats report of the APS reports in Agent Desktop.
Transition Reports
Abandoned Call Detail Activity Report
The Abandoned Call Detail Activity Report presents information about calls that were abandoned.
Report Path: Stock Reports > Transition Reports
Output Type: Table
Parameter |
Description |
Formula |
---|---|---|
Call Start Time |
Timestamp when the contact started. |
Value of Contact Start Timestamp |
Called Number |
DNIS digits delivered with the call. The telephone company sends a Dialed Number Identification Service (DNIS) digit string that contains the caller's phone number. |
Value of DNIS |
Call ANI |
ANI digits delivered with a call. The telephone company sends an Automatic Number Identification (ANI) digit string that contains the caller's phone number. |
Value of ANI |
Call Routed CSQ |
Name of the queue that the call was placed while waiting for an agent. |
Value of First Queue Name |
Agent |
Name of the agent who received the call before the call was abandoned. |
Value of Agent Name |
Call Skills |
Skills that were associated with the queue to which the call was routed. |
Value of Skills |
Call Abandon Time |
Date and time when the call was abandoned. |
Value of Contact End Timestamp |
Time to Abandon |
The amount of time that elapsed between the time the call came in to the system and the time it was abandoned. |
Call Abandon Time - Call Start Time |
Agent Call Summary Report
The Agent Call Summary Report presents the summary of each call that was dialed and received by an agent.
Call details are counted against the last agent handling the call.
Report Path: Stock Reports > Transition Reports
Output Type: Table
Parameter |
Description |
Formula |
---|---|---|
Agent Name |
Name of an agent. Used as a Row Segment. |
|
Agent Endpoint (DN) |
The endpoint (number, email, or chat handle) on which an agent received calls, chats, or emails. Used as a Row Segment. |
|
Total Inbound |
Total calls that an agent received. |
Count of Contact Session ID (Call Direction = inbound) |
Avg Talk Time Inbound |
Average time that an agent spent talking with a caller. |
Average of Connected Duration (Call Direction = inbound) |
Avg Hold Time Inbound |
Average time that an agent put an inbound call on hold. |
Average of Hold Duration (Call Direction = inbound) |
Avg Work Time Inbound |
Average time that an agent was engaged after disconnecting or transferring an inbound call. |
Average of Wrapup Duration (Call Direction = inbound) |
Outbound Calls |
Calls that an agent made. This includes both connected and attempted calls. |
Count of Contact Session ID (Call Direction = outdial) |
Avg Call Time Outbound |
Average time that an agent was engaged in an outbound call. |
Average of Connected Duration (Call Direction = outdial) |
Max Call Time Outbound |
Maximum time that an agent was engaged in an outbound call. |
Maximum Connected Duration (Call Direction = outdial) |
Transfer In |
Calls that were transferred to an agent. 'Transfer In' count increases when a consult transfer occurs. |
Sum of Agent Transferred In Count |
Transfer Out |
Calls that an agent transfered out. 'Transferred Out' count increases when a blind transfer occurs. |
Sum of Agent To Agent Transfer Count + Sum of Agent To DN Transfer Count + Sum of Agent To Queue Transfer Count + Sum of Agent To Entrypoint Transfer Count |
Conference |
Conference calls in which an agent participated. |
Sum of Conference Count |
Agent Detail Report
The Agent Detail Report presents information about Automatic Call Distribution (ACD) and non-ACD calls that agents received or dialed.
Report Path: Stock Reports > Transition Reports
Output Type: Table
Parameter |
Description |
Formula |
---|---|---|
Agent Name |
Name of an agent. |
Value of Agent Name |
Extension |
Endpoint (number, e-mail, or chat handle) on which an agent received calls, chats, or emails. |
Value of Agent Endpoint (DN) |
Call Start Time |
Date and time when the call started. |
Value of Contact Start Timestamp |
Call End Time |
Date and time when the call ended. |
Value of Contact End Timestamp |
Duration |
Elapsed time between the call start time and the call end time. |
Call End Time - Call Start Time |
Called Number |
DNIS digits delivered with the call. The telephone company sends a Dialed Number Identification Service (DNIS) digit string that contains the caller's phone number. |
Value of DNIS |
Call ANI |
ANI digits delivered with a call. The telephone company sends an Automatic Number Identification (ANI) digit string that contains the caller's phone number. |
Value of ANI |
Call Routed CSQ |
Name of the queue that held the calls waiting for an agent. |
Value of First Queue Name |
Other CSQs |
Name of the final queue where the call waited for an agent when there were multiple queues used. |
Value of Final Queue Name |
Call Skills |
Skills that were associated with the queue that handled the call. |
Value of Skills |
Talk Time |
Elapsed time between the time an agent connected to the call and the time the call was disconnected or transferred, not including the hold time. |
Value of Connected Duration |
Hold Time |
Total amount of time that an agent put the calls on hold. |
Value of Hold Duration |
Work Time |
Total amount of time that an agent was engaged after disconnecting or transferring a call. |
Value of Wrapup Duration |
Call Direction |
Indicates if the call was an inbound call or an outbound call. |
Value of Call Direction |
Agent Summary Report
The Agent Summary report contains one row for each agent. Each row contains a summary of the activities of an agent.
Report Path: Stock Reports > Transition Reports
Output Type: Table
Parameter |
Description |
Formula |
---|---|---|
Agent Name |
Name of an agent. Used as a Row Segment. |
|
Calls Handled |
Number of calls that were connected to an agent.
|
Count of Wrapup Code Name |
Calls Presented |
Number of calls that were sent to the agent, regardless of whether the agent picked up the call. If a call was connected to an agent, transferred to another agent, and then transferred back to the original agent, the value for the original agent increases by two (once for each time the call was presented). |
Count of Contact Session ID |
Handled Ratio |
Ratio of calls handled by an agent to the calls presented to the agent. |
Calls Handled / Calls Presented |
Avg Handle Time |
Average handle time for all calls that the agent handled. |
Total Handle Time / Calls Handled |
Average Talk Time |
Average time that an agent spent in a call. |
Average of Connected Duration |
Max Talk Time |
Maximum time that an agent spent in a call. |
Maximum Connected Duration |
Average Hold Time |
Average time that an agent put a call on hold. |
Average of Hold Duration For mulitple agent sessions, the Average of Hold Duration is calculated as Total Hold Duration / Number of agent sessions on which the hold duration. |
Max Hold Time |
Maximum time that an agent put a call on hold. |
Maximum Hold Duration |
Average Work Time |
Average time that an agent was engaged after disconnecting or transferring a call. |
Average of Wrapup Duration |
Max Work Time |
Maximum time that an agent was engaged after disconnecting or transferring a call. |
Maximum Wrapup Duration |
Application Summary Report
The Application Summary Report presents call statistics for each application. It includes information for presented, handled, abandoned, flow-in, and flow-out calls. It also includes information about call talk time, work time, and abandon time.
Report Path: Stock Reports > Transition Reports
Output Type: Table
Parameter |
Description |
Formula |
---|---|---|
Entrypoint Name |
Name of an entry point. Used as a Row Segment. |
|
Calls Presented |
Number of calls that were received by an application, including internal calls. It includes the number of calls that were handled by the application and the number of calls that were abandoned while in the application. |
Count of Contact Session ID |
Calls Handled |
Number of calls that were handled by the application including internal calls. |
Count of Contact Session ID (Termination Type = normal |
Avg Speed of Answer |
Average queue time before an agent answered a call. Calls that did not connect to an agent are not included in this calculation. |
Average of Queue Duration |
Avg Talk Time |
Average time that an agent spent in a call. |
Average of Connected Duration |
Avg Work Time |
Average time that an agent was engaged after disconnecting or transferring a call. |
Average of Wrapup Duration |
Calls Abandoned |
Number of calls that were abandoned by the application. |
Count of Termination Type (Termination Type = abandoned) |
Avg Abandon Time |
Average duration of calls before they were abandoned. |
Average of Queue Duration (Termination Type = abandoned) |
CSQ Activity Report by Window Duration
The Contact Service Queue (CSQ) Activity by Window Duration presents information about service levels, and the number and percentage of calls that were presented, handled, abandoned, and dequeued. It presents information for a 30-minute or 60-minute interval within the report period. The report can be filtered for specific window duration for a single day or multiple days. Unlike other reports, the time part of interval filter is considered as window duration in this report.
Report Path: Stock Reports > Transition Reports
Output Type: Table
Parameter |
Description |
Formula |
---|---|---|
First Queue Name |
Name of the queue. Used as a Row Segment. |
|
Interval |
Time Period. Used as a Row Segment. |
|
Start Time |
Timestamp when the contact started. |
Minimum Contact Start Timestamp |
End Time |
Timestamp when the contact ended. |
Maximum Contact End Timestamp |
Calls Presented |
Number of calls that were routed to the queue, regardless of whether an agent picked up the call. |
Count of Contact Session ID |
Calls Handled |
Number of calls that were handled by the queue. |
Count of Contact Session ID (Termination Type = normal) |
Calls Abandoned < SL |
Number of calls that were abandoned within the time shown in the Service Level field. |
Count of Contact Session ID (Is Within service Level = 1, Termination Type = abandoned) |
Calls Abandoned |
Number of calls that were routed to the queue and were abandoned. |
Count of Contact Session ID (Termination Type = abandoned) |
Abandon Rate |
Percentage of calls that were routed to the queue and were abandoned. |
Calls Abandoned / Calls Presented |
CSQ Agent Summary Report
The CSQ Agent Summary Report presents information about calls that were handled in each queue for each agent. An agent can handle calls for multiple queues. This report includes the average and total talk time for handled calls, average and total work time after calls, total ring time of calls routed, number of calls put on hold, average and total hold time for calls put on hold, and number of unanswered calls.
Report Path: Stock Reports > Transition Reports
Output Type: Table
Parameter |
Description |
Formula |
---|---|---|
First Queue Name |
Name of the queue. Used as a Row Segment. |
|
Agent Name |
Name of an agent. Used as a Row Segment. |
|
Calls Handled |
Number of calls that were answered by an agent in a queue during the report period. |
Count of Wrapup Code Name |
Avg Talk Time |
Average time that an agent spent for calls in a queue. |
Average of Connected Duration |
Total Talk Time |
Total time that an agent spent for calls in a queue. |
Sum of Connected Duration |
Avg Work Time |
Average time that an agent spent after disconnecting or transferring calls in a queue. |
Average of Wrapup Duration |
Total Work Time |
Total time that an agent spent after disconnecting or transferring calls in a queue. |
Sum of Wrapup Duration |
Total Ring Time |
Elapsed time between the time when a call ringed and the time the call was answered by an agent, routed to another agent, or disconnected. |
Sum of Ringing Duration |
Avg Ring Time |
Average time between the time when a call ringed and the time the call was answered by an agent, routed to another agent, or disconnected. |
Average of Ringing Duration |
Calls On Hold |
Calls that the agent put on hold. |
Sum of Hold Count |
Avg Hold Time |
Average time for calls that the agent put on hold. |
Average of Hold Duration |
Total Hold Time |
Total time for calls that the agent put on hold. |
Sum of Hold Duration |
CSQ All Fields Report
The CSQ All Fields Report presents the queue-related data such as call statistics, service level, and key fields like Average Queue Time, Average Speed of Answer, Calls Handled, and Calls Abandoned under service level. This report combines the fields of all queue-related reports.
Report Path: Stock Reports > Transition Reports
Output Type: Table
Parameter |
Description |
Formula |
---|---|---|
Queue Name |
Name of the queue. Used as a Row Segment. |
|
In Service Level% |
Number of calls that were answered within the Service Level threshold provisioned for the queue. |
In Service Level / Calls Presented |
Calls Presented |
Number of calls that were routed to the queue, regardless of whether an agent picks up the call. |
Count of Contact Session ID (Channel Type = telephony) |
Calls Handled |
Number of calls that were handled by the queue. |
Count of Contact Session ID (Termination Type= normal, Channel Type = telephony) |
Percentage Handled |
Percentage of calls that were handled by the queue. |
Calls Handled / Calls Presented |
Average Handled Time |
Average time for all calls that the queue handled. |
Total Handle Time / Calls Handled |
Max Connected Time |
Maximum time that an agent spent in calls handled by the queue. |
Maximum Connected Duration |
Calls Abandoned |
Number of calls that were routed to the queue and are abandoned. |
Count of Contact Session ID (Termination Type = abandoned) |
Percentage Abandoned |
Percentage of calls that were routed to the queue and were abandoned. |
Calls Abandoned / Calls Presented |
Avg Abandoned Time |
Average time that the calls spent in the queue before being abandoned. |
Average of Queue Duration (Termination Type = abandoned) |
Max Abandoned Time |
Maximum time a call spent in the queue before being abandoned. |
Maximum Queue Duration (Termination Type = abandoned) |
Avg Speed of Answer |
Average queue time before an agent answered a call. |
Answered Time / Answered |
Multichannel Agent Summary
The Multichannel Agent Summary Report presents a summary of the agent performance over inbound, outbound, chat, and email channels.
Report Path: Stock Reports > Transition Reports
Output Type: Table
Parameter |
Description |
Formula |
---|---|---|
Agent Name |
Name of an agent. Used as a Row Segment. |
|
In Calls Presented |
Number of calls that were sent to an agent, regardless of whether the agent picked up the call. |
Count of Contact Session ID (Channel Type = telephony, Call Direction = inbound) |
In Calls Handled |
Number of calls that were connected to an agent. |
Count of Contact Session ID (Termination Type = normal, Channel Type = telephony, Call Direction type = inbound) |
Handle Time Avg |
Average handle time for all calls that the agent handled. |
Average of Wrapup Duration (Channel Type = telephony, Call Direction = inbound) |
Outdial Talk Time Max |
Maximum talk time of any call that an agent handled. |
Maximum Connected Duration (Channel Type = telephony, Call Direction = outdial) |
Outdial Talk Time Avg |
Average talk time of any call that an agent handled. |
Average of Connected Duration (Channel Type = telephony, Call Direction = outdial) |
Chat Presented |
Number of chats that were presented to the agent. |
Count of Contact Session ID (Channel Type = chat) |
Chats Handled |
Number of chats that the agent accepted. |
Count of Wrapup Code Name (Channel Type = chat) |
Chat Active Time Max |
Maximum time that an agent spent in a chat. |
Maximum Connected Duration (Channel Type = chat) |
Chat Active Time Avg |
Average time that an agent spent in a chat. |
Average of Connected Duration (Channel Type = chat) |
Emails Presented |
Number of email messages that were presented to the agent. |
Count of Contact Session ID (Channel Type = email) |
Emails Handled |
Number of email messages that the agent replied and forwarded. The send date and time determines whether the email message falls within the interval. |
Count of Wrapup Code Name (Channel Type = email) |