Number of inbound calls to the agent that were distributed by the call queue. For example: AutomatedAttendantVideoAutomated Attendant Video IVR group service, BroadworksAnywhere Single number reach (Office anywhere) service, VoiceMailRetrievalVoice Mail group service, GroupPagingOne way call or group page made for target users. This report isn't available in Webex for Government organizations. You can use this chart to get a sense of which calling services that participants prefer to connect to for meetings and calls. CallQueueA Call center call to an agent or a user (a member of call queue). Under Actions, click More, and then Delete. UserThe direct user who made or received the call. Carols Originating CDR would be, Called line ID = Carol, Usertype = CallCenterPremium, Redirecting number = , Original reason = Deflection, Related & Redirect reason = Call Queue. a zipped file with multiple CSV files included. Only E.164 numbers are allowed for CSV import. Car boot sales opening later in the year, They. Similarly there is weird behaviour when calls are held or retrieved on the web console. The URL associated with the Webex device. 3. Unlimited Retention Length of time that callers were on the line with the auto-attendant. Once enabled, customer administrators can enable their employees with Dubber Go through the Webex Control Hub admin portal. For example: Cisco-Board70Cisco Webex Board series 70, ATA192-XXCisco ATA 192 Analog Telephone Adapter. Phone number must be on the Numbers tab in Control Hub. Select the option you are having issues with, and help provide feedback to the service. Enter the call queue phone number. The number of hours the device was used for a call. CCA (10000 to 20000)Participants who joined a meeting through Cloud Connected Audio. require sophisticated customer engagement capabilities, omni-channel routing, or large scale, high call volume deployments. CF/busy or Voicemail/busy. Microsoft. Here's how a blind transfer is represented in a detailed call record report. This step only applies to Webex for Service Providers. For outgoing calls, it's the telephone number of the user. Wrapping UpYou're near the end of your shift but you can still receive calls. The total number of minutes for all meetings over the selected time period. - Coach and support direct reports to achieve excellence. On the next row, you only have to enter information in the following columns to add or edit additional agents: NameEnter the same name as the row above to add or edit more agents. Indicates whether the particular call leg was answered or not. Reports for Your Cloud Collaboration Portfolio. The number of recorded video minutes for each users email address during the selected date range. This information can be used to view trends at a high level or drill down to specific call types, which can be used to understand calling behavior. Time is in UTC. For example: If the duration is 200 milliseconds, and the format is HH:MM:SS.SSS, then the value is 00:00:00.200. and the format is MM:SS.SSS, then the value is 00:00.200. DeflectionIndication that a call was redirected. The average video jitter for the duration of the meeting, in milliseconds. You can also see meetings that were scheduled within the previous 30 days. The time of when the webinar ended (GMT). We drive innovation by helping brands and agencies create value from next generation . The date and time of when the meeting will end (GMT). To edit call forwarding for a call queue, see Configure call forwarding for a call queue. Blind or unattended transfer allows you to transfer calls to an alternate extension or phone number without waiting for an answer or confirming the availability of the receiving party. The field Relatedreason=. 0 0 Add Comment Save this Review MG MAULIK G. You can either export your current call queues, which allows you to add, delete, or modify your existing data set, or you Enter the 50 agents, and their associated call routing weight percentage (if applicable), that youd like to add or edit on We also use third-party cookies for advertising and analytics. It takes approximately eight hours for the last-day data to show up for the following day, which is around 8:00 UTC. If a user hasn't had any activity during a certain date, then those dates don't show up in the report. This report shows aggregated data for each activity of each user during the date range that you select. Enter the announcement language for your call queue. LocalUsed when the local user has released the call first. If you are using a phone for audio, please associate your phone to your name by using the "Call me" option (easiest) or the "Call in" option and enter your assigned Attendee ID when prompted; Use the Chat function to queue for comments/motions (not Raise Hand or commenting from the phone) - reply to Everyone . Enter the number where you want to transfer overflow calls. UNKNOWNUnable to determine the call type. For example, if a participant or device disconnected from a meeting and then rejoined, then the count is 2. It always takes precedence over Call Forwarding. VoIPParticipants who joined a meeting using internet for audio. Example: +12815550100. Modify a Call Queue Agent's Caller ID information Modify a call queue agent's Caller ID information. Generated reports will show up in the Report list tab. If you enter REPLACE, you will remove all previously entered agents and replace with the agents you are adding in this row only. Under Actions, click More next to the report you want to download, and then select Prepare for download. This report shows you which users had an average system CPU usage of 90% or higher for at least 25% of their video minutes during meetings. and calls are forwarded out. When pre-translations have no effect, the dialed digits field contains the same data as the called number field. Whether or not the user has an administrator role for the Webex site. Last known date of when a user from the external domain read a message in a space in your organization. Original reason denotes the first redirection reason, and the Redirect reason denotes the Last redirection reason. Average number of agents that actively handled calls. (Optional) Agent1 Weight, Agent2 Weight, etc. If the call routing policy for the call queue is weighted, enter the agents percentage weighting. Total number of minutes that callers spent waiting for the next available agent to answer the call. The 9-digit meeting access code used to join the meeting. If enabled, enter the Overflow After Wait Time in the next column. IT admins can track this value throughout the contract term, well before the period in which the subscription is due for a potential change. This report shows details of all the agents that have been assigned to call queues in your organization. It adds key features that provide supervisor capabilities, enhances The possible values are: This field shows if the meeting was scheduled using end-to-end encryption (E2EE). Number of calls where the caller hung up or left a message before an agent became available. Responsible for sending MOMs after team calls and capturing them in a shared folder as the higher activity; As a SME, I collaborate with relevant teams, such as order management, billing, and fulfillment, if any deal is stuck in the booking stage . Users that haven't signed in to the Webex App show as Pending. This report shows data for every activity of each bot per day during the date range that you select. Turn on Barge In , choose whether you want to make the ongoing call a conference call. Small business account management (paid user), Add or edit more than 50 agents at a time, Bulk provisioning Webex Calling elements using CSV, Configure call forwarding for a call queue, PERFORM_BUSY_TREATMENT, TRANSFER_TO_PHONE_NUMBER, PLAY_RINGING_UNTIL_CALLER_HANGS_UP. Only the initial connection is recorded here. For outgoing calls, it's the calling line ID of the called party. team call handling services, as a core part of Webex Calling. If enabled, make sure to enter the number of seconds in the Comfort Message Time column. These details can help you manage the timing of a site migration or a site upgrade that might impact users. The highest value of video packet loss for the duration of the meeting, in percentage. The email address of the administrator who added the user, if applicable. HuntGroupA hunt-group-based call to an agent or a user (denotes a member of the hunt group). The call is also included in your call history. Provides details about how many meetings a host scheduled and started within the selected date range. SIP_EMERGENCYEmergency calls. CallForwardSelectiveCall Forward as per the defined schedule. You must be a Pro Pack customer in order to generate reports with an API. updates and upload. If enabled, enter the type of distinctive ring pattern youd like to assign in the next column. The Call Queue report shows analytics for calls coming into your call queues. The count of unique devices that used VIMT in the last 24 hours of the date. The possible values are: This field shows if the participant was a cohost for the meeting. The last date selected for the report date range. Alice calls Bob. Enter the time to wait (in seconds) for any agent to answer before forwarding the caller elsewhere. Webex Calling generates four call detailed records: Example when multiple users had Call Redirections enabled: The callingNumber always conveys the actual calling party and it is not modified by redirections. The session will cover some of the latest Group Call Total number of minutes that the agent spent actively talking on calls. The brand name and model information for the microphone that was used during the meeting. Average number of minutes that callers spent waiting for the next available agent to answer the call. Dubber Go will provide all Webex Calling users with unlimited call recording available for download and replay for 30 days from the Dubber cloud. If it was scheduled as a Webinar or Webcast. The web browsers that participants used for the Webex Meetings for Web to join the meeting. To exit this window, you can click, Small business account management (paid user), Video Integration for Microsoft Teams (VIMT), Organization onboarding and license reports. The field Relatedreason=, Carol C has Call Forwarding Always enabled, with the destination set to extension 59803 (Dave D). And the agent who picked the call will have Answered = TRUE, UserType=HuntGroup, Calls answered by voicemail will have Answered = TRUE, but will have User Type = VoicemailRetrieval. In the Template section, select which template you want to customize, enter the name for the custom template, and add a description. For more information about Reports, see the Admin . These features allow you to organize groups of agents that receive calls based on the configuration. Peak Analytics for Webex Calling is a cloud-based reporting add-on for Webex Calling that enables historical visibility for your contact centre. Before uploading your call queue CSV, make sure to read Bulk provisioning Webex Calling elements using CSV to understand the CSV conventions. A period is defined as a 30-day cycle that starts on the day your subscription was activated, and corresponds with your billing cycle. Time is in UTC. It is important to know the mandatory and optional columns, and information that youll need to provide when filling out the Take a look at these . In the side panel, beside Settings, click Manage . Location of the auto-attendant, as provisioned. Mandatory (if extension is left blank) Optional. This is a unique identifier across Cisco products. Reports that you generate show up in the Report list tab. For computers this might be "Lenovo Thinkpad p60". For example, in a meeting that lasts 30 minutes with five participants, but only two participants enabled video for the entire meeting, the count is 60 video minutes. Enter the agents youd like to assign to the call queue. Provides information about how many licenses are being used in a subscription. Keep track of your calls and voicemail through call history and find and connect with your colleagues through the in-app directory. This field shows if the user was the one who initiated the call. The number of how many times the bot was mentioned by users. Possible values could be "wifi", "ethernet", "cellular", or "unknown". Enter the number of rings to wait for the currently hunted agent to answer before hunting to the next available agent. Name of the place or user this device is assigned to. Agent ActionEnter ADD to add the agents you list in this row. sales and support teams, for calls directed to a call queue. The specific fields for the call queue CSV are found in the table below. Outbound trunk may be presented in Originating and Terminating records. Call service type that participants used to join a meeting. The features include: Request customer callback (for callers in queue), Enhanced queue policies for night service, holiday service, force forwarding, stranded calls, Additional IVR functions whisper and comfort bypass, Monitor/ coach/ barge/call takeover (Supervisor functions), Call queue reporting and analytics dashboards. Webex Calling generates six call detailed records, and all six would have the same. The number of minutes that the webinar lasted for. You might notice that data for a Call Type and the skill groups or Precision Queues related to the Call Type through a routing script do not match. 2. This report shows data for the call legs that users made or received with the Webex app using Call on Webex and the Webex Calling app. Webex Calling is an interesting software that allowed (and continues to allow) us to connect and interact directly with our students remotely. Once you reach that limit, delete some reports to generate new reports again. Click Call Queue, and then select the call queue to edit from the list. The average number of spaces that the bot has sent a message or shared a file in. Alice A (12814659802) dials user Bob B by the extension (41002). Your report may take up to 24 hours to generate, depending on the size of the report and how many reports are queued. You can also see how users from your organization are collaborating with external domains in external spaces. The names of the participants who attended the meeting. AI fuels many customer experiences. Webex Calling Organization Settings - Read the List of Call Queues | Webex for Developers Cookies allow us to optimise your use of our website. For phones this might be "Samsung Galaxy S7". Enter the number of minutes for which the estimated wait is played. If the licenses were assigned to the user successfully or unsuccessfully. The related reason = deflection in this example is auto-attendant transfer and transfer out of a call-center. The time (in UTC+0) when the device joined the Microsoft Teams meeting using VIMT. From the customer view in https://admin.webex.com, go to Users, and then select the user you want to modify. This can change over the course of a meeting, however, only the initial microphone used is reported. You can use this report to help users on how they can reduce their system CPU usage to have a better meeting experience. Enter REMOVE to remove the agents you list in this row. Enter the call queue phone number. Use this report to gain insights into how many users are scheduling meetings in a Webex site and understand the volume and timing of upcoming meetings. Webex Calling Call Queue internal call vs external call both incoming calls Options 733 25 5 Call Queue internal call vs external call both incoming calls Go to solution jurbanik Beginner Options 01-04-2022 12:58 PM So I set up a test call queue and set the welcome greeting, estimated time to wait, comfort message and MOH. Number of calls that were presented to the agent and answered by them. I'm hosting a Webex Calling Deployment workshop on Tuesday at 11:15am this year at Cisco Live Melbourne. Review PRS Reports, Impact . Longest Idle (Max 1,000 agents)Sends calls to the . Webex Calling generates only one call detailed record: (Alice = PSTN Caller (No CDR records). Last known date of when a user from the external domain shared a file in a space in your organization. This field is only used for originating (outgoing) Calls and is not available for terminating (incoming) Calls. Enable or disable Bounce calls after being on hold by agent for longer than seconds. This report shows details about how users were added to your organization and how licenses were assigned to them. The key menu option assigned to the key pressed on the keypad. A proven, entrepreneurial commercial executive with over 20 years experience in helping brands, agencies and media companies adopt new technologies to improve digital communications. The total number in minutes that participants were sending video. The average video round-trip delay in milliseconds. Enable or disable call waiting for agents. The available filter fields are listed below: Available Fields in Agent Report Available Fields in the Agent Report Views You can see when a report is ready to download under the Status column. The audio type that participants used to join a meeting. The receiving packet loss is calculated after Webex's packet loss recovery. We recommend Webex Contact Center for customers that require sophisticated customer engagement capabilities, omni-channel routing, or large scale, high call volume deployments. A unique identifier for the site associated with the call. Top Down (Max 1,000 agents)Sends calls through the queue of agents in order, starting from the top each time. The unique ID of the user in the Microsoft Teams client. Click on a report template that you want to generate. Select Calling, go to Between-User Permissions , and then select Barge In . Columns are either mandatory or optional fields. TerminatingIdentifies the outbound trunk for calls to Premises-based PSTN or an on-prem deployment integrated with Webex Calling (dial plan or unknown extension). Extension number assigned to the call queue. The average video latency for the duration of the meeting, in milliseconds. Show More Helpful? This report shows data for every activity of each user per day during the date range that you select. The average receiving video packet loss in percentage. Total number of minutes for participants who joined meetings using VoIP. Group Call Management is recommended for call queues up to 50 agents. If enabled, make sure to enter the number of rings in the Bounced Call Number of Rings column. TerminatingIdentifies the trunk for inbound calls from Premises-based PSTN or an on-prem deployment integrated with Webex Calling (dial plan, unknown extension, or unknown number when org has Call Routing between Webex Calling and premises set to Legacy behavior). queues in bulk. The number of recorded video minutes where the average system CPU usage was at 90% or higher. This report shows aggregated data for each activity of each bot during the date range that you select. The possible values are: When the call has been redirected one or more times, this field reports the last redirecting number. Webex Calling - Call Queue Analytics not updating Dan Pride Beginner Options 09-27-2022 08:06 AM We have a call queue for our help desk that is receiving calls normally, however the call queue analytics on the Control Hub don't seem to be updating with call stats. This isn't tracked per media type. Against this backdrop, here are five customer experience predictions for 2023, put forward by Zack Taylor, Director of Strategic Communications at Cisco Contact Center BU. This report shows data for the quality of calls made or received by users with the Webex Calling and Webex desktop apps. The Webex Calling location of the user for this record. We also use third-party cookies for advertising and analytics. For example, if you run a report for June 1, 2020 to June 5, 2020, then the report shows you every activity of the bot for each date of the report. Modifies the calling behavior settings for the person which includes calling behavior and UC Manager Profile ID. Peak Wallboard for Webex Calling is a cloud-based add-on for Webex Calling that enables real-time and historical visibility for your contact centre. Inbound trunk may be presented in Originating and Terminating records. If a bot hasn't had any activity during a certain date, then those dates don't show up in the report. Webex Calling call queue CSV file format reference. View Calling Reports You can use the Analytics page in Control Hub to gain insight into how people are using Webex Calling and the Webex app (engagement), and the quaility of their call media experience. For incoming calls, it's the calling line ID of the calling party. SIP_NATIONAL An outgoing domestic call within the user's region. The number of files shared in all spaces by the user. This field shows if participants enabled a virtual background during the meeting. Provides information about external domains and external users collaborating in your organization. Provides details about every participant who attended a meeting within the selected date range. Enable or disable hold music for queued calls. This type covers all inbound calls from PSTN or another external trunk. Call queue reporting and analytics dashboards Group Call Management is recommended for call queues up to 50 agents. Enter the default number of call handling minutes. All 4 CDRs would have the same Correlation ID field to filter the call legs. The version of the soft client used to join the meeting. The first and last name of the administrator who added the user, if applicable. Correlation ID to tie together multiple call legs of the same call session. This varies depending on whether you are using the CSV to add a new call Carols Terminating CDR would be, Calling line ID = Alice, Usertype = User, Redirecting number = , Original reason = Deflection, Redirect reason = Call Queue. Each row can hold a maximum of 50 agents and their associated call routing weight percentage (if applicable). You can use the column selection tool to add or remove fields from the report. PushNotificationRetrievalPush notification feature usage indication. Transfer related call ID is used as a call identifier of the other call leg that's involved in the transfer. For example, you can create customized Meetings Attendees reports that focus on participants in specific locations or on specific operating systems, or customized Calling Quality reports that focus on audio or video media quality instead of both. Alphabetic or numeric geographical code that the participants used to dial in to the meeting. Sometimes barred. Number of calls that were routed to agents, users through call forwarding, or voicemails but werent answered. Generate call queue reports CF/Selective, UserBusyDND enabled or user willingly declined the call. This API modifies the configured Caller ID for the agent in the system. When a user must dial an outside access code (for example, 9+) before dialing a number, this access code is also reported, as well as the digits dialed thereafter. Whether or not the participant clicked the Record button. Enable or disable to play a message after the welcome message and before hold music. You can use this report to see which agent gets the most calls and information about their calling stats. Bob places Alice on Hold and blind transfers the call to Charlie which takes about 3 seconds before Charlie answers the transferred call. The percentage of video minutes where the average system CPU usage was at 90% or higher. iCall Suite from Tollring has been designed for Webex Calling to provide the industry's most comprehensive portfolio of business intelligence solutions for Webex customers. For cloud-based media nodes, this is a general region name such as "San Jose, USA". To generate these reports with an API, see the Reports API or Report Templates API developer page. The percentage of the duration participants used TCP connection for a VoIP call. The number of participants in the meeting. The number of users that joined the webinar. For example, if a user signed in to Webex App on the Windows and Mac client, that user will have two separate entries in the report. The average audio round-trip delay in milliseconds. For example, if your subscription started on July 5, 2020, then the next period would start 30 days later, on August 4, 2020. CF/Selective, Group night forwarding, UserBusyDND enabled or the user willingly declined the call. Enter REMOVE to remove this agents you list in the row. If you choose to subscribe to a report when scheduling one, then you'll also get an email that notifies you when the report is ready for you to download. The latest detected version of the Webex App client. Possible audio types are: PSTN (5-9999)Participants who joined a meeting through PSTN. Depending on the schedule for the report, select Generate Report or Schedule Report. You can disable a report if you want to pause the report from running automatically. The date and time of when the meeting invitation was last updated (GMT). To add or edit The name of the user who scheduled the meeting. Seller prices vary depending on what you are selling but start from 18 for a car. Call Type reports in Webex CCE primarily provide call routing statistics and contain no other call handing statistics, unless they used translation routing. Audio type (in numerical value) that participants used to join a meeting. For example, if a user didnt send a message after a Webex App version update, then the report shows the Webex App client version used on that date. There is one record per day. Upload the CSV file by dragging and dropping or clicking Choose a file. Learn more about these reports at this article. for customers and reports and analytics for administrators. Inside Cisco IT, we started using Webex Control Hub and haven't looked back. Call queue announcements are messages and music that callers hear while waiting in queue. Possible causes could be Auto attendant transfer, Transfer out of a call-center, users app/device redirection etc.. FaxDepositIndicates a Fax was deposited to the Fax service. The data center or region of the media node that the client connected to. This report doesn't have a date range selection. SIP_INTERNATIONALAn outgoing call made to another region from the user's home region. For example, if a user sent a message on March 1, 2020 and hasn't sent any other messages since then, the report shows the Webex App client version used on that date. For incoming calls, it's the calling line ID of the user. It has all the essential business calling capabilities you are likely to need. The device model type the user is using to make or receive the call. The email address of the user that signed in to the Webex App client. Automatic number identification of the phone number that the participant used to call in to the meeting. queue or edit an existing call queue. The time of when the webinar started (GMT). Date and time (in GMT) of when the meeting ended. Edit any of the following fields: Number of Calls in Queue This is the maximum number of calls for this call queue. Alices Originating CDR would be, Called line ID = , Usertype=User, Alices Terminating CDR would be, Calling line ID = Alice, Usertype = AutomatedAttendantVideo, Related reason = Deflection, The Call Queues Originating CDR would be, Called line ID = , Usertype = AutomatedAttendantVideo, Redirecting number = , Original reason, Redirect reason & Related reason = Deflection, The Call Queues Terminating CDR would be, Calling line ID = Alice, Usertype = CallCenterPremium, Redirecting number = , Original reason & Redirect reason = Deflection. only. Each date that you select has their own set of data. CVS template. Email addresses of the participants who attended the meeting. CF/busy or Voicemail/busy. We keep historical data for calls involving Webex Calling desk phones, Webex App apps (desktop and mobile), and the Webex Calling App (desktop and mobile). Key features bring value to all parties in the group calling service chain. When Call Routing Type is Priority Based, values are: CIRCULAR, REGULAR, SIMULTANEOUS, UNIFORM, WEIGHTED. The possible values are: NAData wasn't available. Enter the call queue routing pattern. This field shows if a meeting had simultaneous interpretation enabled by the host. Enter the limit for the number of calls the system will keep in queue, waiting for an available agent. Number of users from the external domain in your organization's spaces. The number of meetings scheduled and hosted by this attendee within the reported time period. The key option pressed by callers on the keypad. The highest CPU usage value for the Webex app for the duration of the meeting, in percentage. Alice takes about 20 seconds to call Bob. A full-screen window appears. When the report is generating, the status column changes to In Progress. V3.x.x prerequisites Power BI Desktop You need to have Power BI Desktop installed. The average end-to-end audio packet loss for the duration of the meeting, in percentage. Handle minutes are calculated as Total Talk Mins + Total Hold Mins = Total Handle Mins. Provides details about calls routed to auto-attendants during your business regular hours. The number of licenses allocated to users at the reported date. When Call Routing Type is Skill Based, values are: CIRCULAR, REGULAR, SIMULTANEOUS. The possible values are: NThe meeting wasn't end-to-end encrypted. Edge Audio (over 20000)Participants who joined a meeting through Edge Audio. Call Controls. Enter the number of seconds after which to alert the agent about the held call. The operating system that the app was running on, if available. Call Report Parameters The following table describes the parameters available in Webex Contact Center real-time and historical call reports. Average number of minutes where callers hung up or left a message before an agent became available. The date and time an invitation was sent to the user, if applicable. This field shows if a meeting was scheduled through the Microsoft Teams, Microsoft Outlook, Slack, or Google Calendar integration with the Cisco Webex Meetings app. Phone number that participants requested to join a meeting through callback. For example, dialing 911 in the US. The total number of minutes that all participants were in a meeting for. If this option is enabled, The first and last name of the added user. The name of the product for the reported licenses. it plays after the welcome message and before the comfort message. 1. Number of calls that overflowed because the wait time exceeded the maximum limit. For example, if Bob@external.com is in 3 different spaces in your organization, then this column will show 3 as the value. Enable or disable comfort message bypass for queued calls. Each administrator can create up to 50 custom templates, and only you can view the custom templates that you created. For example, if three meetings lasted 30 minutes each, then the count is 90 meeting minutes. Provides details about the different types of audio that participants used during a meeting. Enter the location to assign this call queue. Current role is commercial lead for our Future Messaging Group. Enable or disable bounced calls for this call queue. From the Agent status drop-down menu, select your automatic call distribution status for your call queues: Signed InYou're signed in, but you're not ready to receive calls. Webex Calling, Control Hub Operating System: Web Browser For: Administrator October 25, 2022 | 339 view (s) | 0 people thought this was helpful View call queue reports and stats In this article View call queue and agent stats Generate call queue reports View call queue and agent stats You can view queue and agent stats. Data for this report is only for bots from your organization. A meeting where all participants called in using PSTN. A separate folder containing all the data is brokendown Tap your profile picture, and then tap Call Queues. The calendar date for the recorded data. This feature is helpful for quality assurance, security, training, and more.This API requires a full or user administrator auth token with the `spark-admin:people_write` scope. The caller ID is used when call forward is enabled Youre cross-launched to the Calling Admin Portal where you can generate a queue or agent stats report. Provides information about Webex webinars that were hosted within the selected date range. You can only have a maximum of 50 reports in this list. It only applies to call scenarios such as transfer, call forwarded calls, simultaneous rings and so on. Call queue names within the same location need to be uniquely identifiable. The highest value of audio jitter for the duration of the meeting, in milliseconds. The main number for the user's site where the call was made or received. This is only populated for international calls. This report provides details about calls where Webex devices and third-party SIP devices used Video Integration for Microsoft Teams (VIMT) to join Microsoft Teams meetings. The amount of time in seconds that the call lasted. 9- or 10-digit meeting access code used to join the meeting. Examples: In a hunt group case, the agent who did not pick the call will have Answered = FALSE. You can see the meetings that are coming up for a Webex site within the next 90 days from the date that you run the report. Each date that you select has their own set of data. For more information, If the same case is from a PSTN caller, Look for Example 2 above to understand the CDR record behavior). The maximum amount of rows is 1,000 (not including the header). Only E.164 numbers are allowed for CSV import. Enter ADD to add the agents you list in this row. Total number of minutes that the agent put calls on hold. Please read our Privacy Statement and Cookie Notice for more information. Indicates a trigger that led to a change in the call presence. Webex Calling is a proven cloud calling solution that delivers enterprise-grade calling, enabling you to replace your on-premises PBX network with a globally trusted cloud calling solution. The number of calls made and meetings joined from the Webex App client by a user. The first date selected for the report date range. Bob clears down and Alice ends the call with Charlie which takes about 23 seconds. NORMAL, LONG_LONG, SHORT_SHORT_LONG, SHORT_LONG_SHORT, Alternate Number Distinctive Ringing Enable. You can choose to generate a CSV formatted report immediately or to schedule reports to run automatically in a daily, weekly, or monthly format. Comfort greeting (well be with you shortly), Request callback (caller can designate a callback number, rather than wait in queue), Enhanced queue routing policies (for night service, holidays, and forced forwarding), Intuitive UX options for desk phone and Webex App, Monitor / coach / barge / takeover active calls, Call queue reporting and analytics dashboard, Assign skills-based routing ratings of staff, per queue. NThe host didn't enable simultaneous interpretation for the meeting. These files are generated for the administrators to quickly import any Enter the number of seconds after which a held call should be bounced. Use this report to see details of every device in your organization and what they're being used for. The country of where the participants joined the meeting from. Bob B is busy and has Call Forwarding Busy enabled, with the destination set to extension 11633 (Carol C). Group call management is an out-of-box feature set within Webex To access this API, the authenticated user must be a read-only or full administrator of the organization to which the report belongs. The Session Initiation Protocol (SIP) address associated with the device. The name of the user who created the bot. SIP_MOBILEA mobile/cell call is when the user originated the call with their mobile number, or received the call when called on their mobile number. Average number of minutes that the agent put calls on hold. receive calls from the call queue. Calling. CCA OutParticipants who used callback to join a meeting through Cloud Connected Audio. Call redirection reason for the original called number. For example, if your subscription started on July 5, 2020, then the next period would start 30 days later, on August 4, 2020. It shows the total usage of the device over the selected date range. Phone numbers for participants who join a meeting through VoIP show up as NA. LocationEnter the same location as the row above to add or edit more agents. Provides details about how many licenses are being used in a subscription. 1. The total number of meetings hosted over the selected time period. I keep a monthly call with a PPT presentation to go over the monthly quality overview and share . Phone Number. For incoming calls, it's the telephone number of the user. Select a location for the call queues you'd like to add. Reports help you track and analyze the performance of Webex services in your organization. The operating system for the Webex App client. here, Small business account management (paid user). To use this endpoint the org needs to be licensed for the Pro Pack. The methods are: ManuallyAn administrator assigned the license to the user manually. For example: UnconditionalCall Forward Always (CFA) service, TimeOfDayCall scheduled period of automated redirection. See Add or edit more than 50 agents at a time for more information. For example, if you run a report for June 1, 2020 to June 5, 2020, then the report shows you data for each date of the report. You can find out about a participants media quality data during the meeting and information about how they joined the meeting. The total number of licenses provisioned for the subscription and product. Agents can be users or workspaces. Escalate your calls to a multi-party conference with one click. Make calls for business on your phone or desktop. 3. If hosts are scheduling meetings with a Personal Room invitation URL, then those meetings wont be included in the report. The unique ID of the Control Hub organization that the report belongs to. It's unique across Cisco products. Configure a person's Call Recording settings.The Call Recording feature provides a hosted mechanism to record the calls placed and received on the Carrier platform for replay and archival. Unique identifier internal for administrators. Make the necessary changes to the spreadsheet. Are you also having issues? I have this problem too 5 Helpful Share Reply DeflectionIndication that a call was redirected. With remote working and a focus on customer experience on the rise, users in the Webex calling ecosystem have a new opportunity to drive revenue from their call data. The rolling average count of unique devices that used VIMT in the last 90 days of the date. Reports available via Webex Control Hub may be generated and downloaded via the Reports API. If enabled, make sure to enter the Wait Message Mode in the next column. Last known date of when a user from the external domain sent a message in a space in your organization. A period is defined as a 30-day cycle that starts on the day your subscription was activated, and corresponds with your billing cycle. Alices Originating record would be Called line ID = Bob. CF/busy or Voicemail/busy. UnavailableYou're not available to receive calls. Whether or not the participant shared their screen during the meeting. You can share the Call ID with Cisco TAC to help them pinpoint a call if necessary. Select the appropriate format to see the data in millisecond format. We recommend Webex Contact Center for customers that The total number of joins by participants or devices from all Webex meetings over the selected time period. Check the Notify me by email check box if you want an email of when the report is ready for you to download. This field shows if the Webex Assistant for Meetings was used in the meeting. click here. Call Routing Type (Priority / Skill Based). Group Call Management refers to a collection of features designed to work together in support of managing high call volume OriginatingIdentifies the trunk for outbound calls routed via a trunk (not a route group) to Premises-based PSTN or an on-prem deployment integrated with Webex Calling (dial plan or unknown extension). Total time that callers were on the line with the auto-attendant. To access Webex Calling analytics, sign in to Control Hub, then go to Analytics and select the Calling tab. Enable your organisation to measure and then manage Customer Experience and Productivity - whether your team is working from home, mobile or in the office. Sign in to Control Hub and go to Reports > Report list. If present, this field's only reported in Originating records. These reports use data from the Voice Applications Analytics Collector (VAAC) service. You can add and manage call queues in bulk using a call queue CSV. Group call management is an advanced call queue capability that makes it easy and affordable to support high call volume and Bobs Originating CDR would be, Called line ID = Bob, Usertype = CallCenterPremium, Redirecting number = , Original reason = Deflection, Related & Redirect reason = Call Queue. Total number of minutes that an agent spent handling calls. The date of when the Webex App platform and version number was last detected for a user during the last message sent. The total number of licenses provisioned for the subscription and product. The average receiving audio packet loss in percentage. The hardware make and model of the device used to join a meeting. It's generally collected by the Account/Authorization Codes or Enhanced Outgoing Calling Plan services. Last known date of when a user from the external domain joined a space in your organization. In such cases, the ZIP file is downloaded, where You can change the call routing pattern of your existing call queue. Data isn't captured for calls based in Cisco Unified Communications Manager (CUCM), Cisco Dedicated Instance, and Cisco Webex Cloud-Connected UC. The count of unique active hosts on the calendar date. The report shows data on all platforms that a user signed in to Webex App on. This number reflects the aligned value used to identity a True Forward. A call in or call back to a Webex Meeting using a Webex Calling app or device. into multiple CSV files with less than 1000 records. How long the participant joined the meeting for in minutes. Display names of the participants who attended the meeting. Opening hours are 7am-2pm and the last customer entry is 1:30pm. This report is only available if your organization has an active true forward eligible subscription. Join or unjoin a queue by toggling it on or off. Webex Calling uses webhooks to allow applications to receive real-time data concerning call status changes. The average number of unique users that mentioned the bot. If above column is set true, then by default is 60. The extension that the auto-attendant routed the call to. An extension that got dialed and a mis-dialed keypad digit from a device or app. To modify a call queues in bulk, youll simply download the current CSV data and make the necessary changes to the spreadsheet. Agent Report Parameters The following table describes the parameters available in Webex Contact Center real-time and historical agent reports. Enable your organisation to measure and then manage Customer Experience and Productivity - whether your team is working from home, mobile or in the office. It could be because of situations like force lock or because of a session audit failure. Average number of minutes that agents were actively talking on calls. Enable or disable a non-default music-on-hold file. Stockholm, Sweden. Reports, along with Analytics and Troubleshooting, is one part under the Monitoring section available in Control Hub that you can use to help track usage or solve issues with Webex services in your organization. Principal Manager - Engineering Validation Pipeline. The version of the client that the user (creating this record) is using to make or receive the call. DBS-210-3PCCisco IP DECT Base Station 210 Series, etc. and calls are forwarded out. Number of external spaces that users from your organization are in. Youre cross-launched to the Calling Admin Portal where you can generate a call queue report. Number of calls that overflowed because the queue limit was met. This can be used when processing records to aid in deduplication. The percentage of the duration participants used UDP connection for a VoIP call. To view more information about these reports, you can expand the following sections: Data is captured based on the UTC time zone. FollowMeAutomated redirection to a personal redirecting service. The number of users that registered for the webinar before it started. If distinctive ringing is enabled for alternate numbers, choose the distinctive ringing ring pattern. The names of licenses assigned to the user. Webex Calling Organization Settings - Update a Call Queue | Webex for Developers Cookies allow us to optimise your use of our website. Whether the call was inbound or outbound. Carol has Call forward always enabled to Dave. The number of licenses allocated to users at the reported date. The trigger could be for this particular call or redirected via a different call. The times that the participants joined the meeting (GMT). The highest system CPU usage value for the duration of the meeting, in percentage. Character length: 1-30. To add call queues in bulk, youll simply download and fill out a blank CSV template. This report shows you the upcoming meetings for the selected Webex site. The number of hours the device was used for whiteboarding. About. Bob has Call forward Busy enabled to Carol. If one of the meetings in a series was rescheduled for a different time. Choose from one of the Enter the interval in seconds between each repetition of the comfort message played to callers in the queue. It's possible (and relatively common) that this changes over the course of a meeting. An organization has an organization-wide default Calling Behavior that may be overridden for individual persons. Enable or disable Bounce calls if agent becomes unavailable while routing the call. Enter the number of position for which the estimated wait is played. Alices Originating record would be Called line ID = Bob, Bobs Terminating record would be Calling line ID = Alice. Provides details about calls routed to auto-attendants in your organization. If the call is TO or FROM a mobile phone using Webex Go, the Client type will show SIP, and Sub client type will show MOBILE_NETWORK. LocalGatewayA local gateway based user who made or received the call. Filter Fields While generating the report, from the Choose Filter dialog box, you can filter your report based on your requirement. In addition: Based on the preceding case, the overall call length is about 46 seconds. Enable or disable overflow treatment after a set amount of time. queue policies to determine call routing based on business hours, provides skill-based routing, provides call back capabilities Enter REMOVE to remove the alternate numbers you list in the row. When you delete a custom template, any automatic schedules for that template will also be deleted. Choose from one of the supported options. Select a location for the call queues youd like to modify. The number of hours the device was used for a wired local display. Route group identifies the route group used for outbound calls routed via a route group to Premises-based PSTN or an on-prem deployment integrated with Webex Calling (dial plan or unknown extension). At least one participant called into the meeting using audio connection through a computer. Call Redirection Reason for the redirecting number. The type of soft client used to join the meeting. For details on using each of these features, see: Small business account management (paid user). Select the alternate source file in Control Hub. PSTN call-in users dont count as active. Your current status is displayed in the footer and you can see all of the call queues you're part of from there. Webex Calling generates eight call detailed records: All eight call detailed records would have the same Correlation ID field to filter the call legs. Total number of minutes that calls were placed on hold by agents. Enable or disable to Play Announcement Before Overflow Processing. The number of spaces that the bot has sent a message or shared a file in. Exporting CSV file into ZIP file format: When exporting data to a CSV file, the number of records may exceed 1000. Number of users from your organization that are in external spaces. Improve Customer Experience For room devices this might be "Cisco Webex Room Kit". Edit overflow settings The overflow settings determine how your overflow calls are handled when the call queue becomes full. Both Alice and Bob are Webex Calling registered users: Webex Calling generates two CDR records: One for Alice and one for Bob (Alice = Caller / Originating. Provides details about how many licenses are being used in a subscription, and how many users have hosted at least one Webex meeting within the reported date. Average number of minutes that the agent spent actively talking on calls. Total number of minutes for participants who called in to meetings using PSTN. For more information, click As a result, this field reports multiple call dial possibilities, such as: Fature access codes (FAC) used for invoking features, such as Last Number Redial or a Call Return. Example for a call made to an auto-attendant number and call redirected to a call queue service: In this example all users (who made and received the call) are Webex Calling registered users. For video mesh based media nodes, this will have a more specific name that matches the video mesh cluster name that was provisioned by the customer. You can share this ID with Cisco TAC to help them pinpoint parties who are involved during a call transfer. Provides details about meetings that were started within the selected date range. The total number of audio minutes used by each participant. Custom templates appear in their own section,and are tagged so you can easily identify them. You can generate call queue reports with details on all inbound calls that reached the call queue. Enter the alternate number(s) to assign to the call queue. For example, instances where the caller didn't make a key selection. The number of users invited to the meeting. Number of calls that were presented to the agent but went unanswered. The cumulative number of unique active hosts for the last 30 days, including the current day. You can use this report to find out who the host for an webinar was, what type of webinar was scheduled, and how many users registered or attended. Number of calls that had a status other than answered, unanswered, or busy. 90 Day Rolling Average Unique Active Meetings Hosts. Not supported for Webex for Government (FedRAMP) Call Control APIs in support of Webex Calling. Webex App | Change your call queue status. jan 2016-sep 20171 r 9 mnader. The type of network connection that the client used to exchange media. Custom templates aren't editable after they're created. Future scheduled reports won't run until there are fewer than 50 reports. Enter the call queue extension. PSTN OutParticipants who used callback to join a meeting through PSTN. Click the More button next to the custom template you want to delete. The authorization code admin created for a location or site for users to use. Signed OutYou're signed out and will not receive calls. The type of user (user or workspace) that made or received the call. This number is calculated as whichever product has the higher Provisioning License Quantity or Allocated License Quantity number in a subscription. This centralized collaboration management portal offers us troubleshooting The total number of minutes that video was enabled by the participant in the meeting. Choose from one of the supported actions. The possible values are: SIP_MEETING Integrated Audio for Webex Calling. Webex Calling Behavior controls which Webex telephony application and which UC Manager Profile is to be used for a person. This time zone applies to the schedules applied to this call queue. Number of spaces in your organization that has at least one user from the external domain. The date and time of when the meeting will start (GMT). Choose from one of the supported options. For users, enter the users email Continue to do this until you have added all of the agents you need to add or edit. Shows tags assigned to the device on the Control Hub Devices page. This report doesn't have a date range or Webex site selection since it shows you data from all Webex sites in your organization and the last known date of when a user sent a message. You can see the recurring details for each report and when they were last generated. The date of when the users status changed to Active. So, if you see a toggle greyed out, it means you can't make a change for that queue. The audio types are: CCA InParticipants who dialed in to join a meeting through Cloud Connected Audio. The date of when the user last hosted or attended a meeting through the Webex App app or Webex Meetings. the ZIP file contains the fullset of record(s) in a single CSV file. The number of hours the device was used for USB passthrough. The redirecting number conveys Bobs number and Carols number, respectively. Both Alice and Bob would have the same Correlation ID field to filter the call legs. Media Quality Engagement and Quality Call Queues For example, if Alice@example.com is in 3 different external spaces of the external domain, then this column will show 3 as the value. During the most challenging moments of the pandemic, it was fundamental. Bobs Originating record would be Called line ID = Charlie and Redirect reason = Deflection. SIP_PREMIUMCalls that uses enhanced or extended Toll Premium Services, premium rate, or special rate number. To optimize resources, Webex downgrades the bit rate and resolution of all videos when the user reaches an average system CPU usage of 95% for five consecutive seconds. This report shows details of call queues that have been set up in your organization. SIP_TOLLFREEToll-free based arriving (incoming) calls. Upload the modified CSV file by dragging and dropping or clicking Choose a file. You only see the Call Queues section if you're a member of a call queue. You can manage your announcement settings for an existing call queue. Enter ADD to add the alternate numbers you list in this row. BargeInIndicates the user barged-in to someone elses call. The users activation status is shown as Activated if the user signs in to the Webex App for the first time. You must have either a phone number or an extension. For reference, the spreadsheet captures the Blind Transfer Call Details: Some records report special functionality. Number of calls answered by agents, users through call forwarding, or voicemails. For users, enter the users email address. Responsibilities: Using attention to detail; handle incoming calls and system alerts, log and refer calls and alerts as appropriate, and assist users either in person, over the phone, or both. CallForwardAlwaysCalls are unconditionally forwarded to a defined phone number or to a VM, CallForwardNoAnswerThe party was not available to take the call, CallQueueA call center call to an agent or a user ( denotes a member of the call queue). Bobs Terminating CDR would be, Calling line ID = Alice, Usertype = User, Redirecting number = , Original reason = Deflection, Redirect reason = Call Queue. For example, if a subscription with Calling has 500 Allocated License Quantity, and Meetings has 600 Allocated License Quantity, then the Consumption Quantity will be 600 for that subscription. Wrapping upYou're near the end of your shift but you can still receive calls. The table below shows you what types of reports are are available for Control Hub, the earliest date range that you can view the data for each report, and the maximum date range that you can select for each report that you run. Number of calls where callers reached a busy tone. Webex Calling Organization Settings - Get Details for a Call Queue | Webex for Developers Retrieve Call Queue details.Call queues temporarily hold calls in the cloud when all agents, whichcan be users or agents, assigned to receive calls from the queue areunavailable. 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