Reserve. is set correctly as per the timezone. Available. Redirection on No Answer is also used to change the agent state to Not Ready when a call is rerouted from the agent's phone. Busy routing process. for some data on the peripheral that provides the service. Max The total time in HH:MM:SS (hours, minutes, and seconds) that agents were logged into this precision queue today. If the mode is not routable, the application instance controls the agent and assigns tasks to the agent. You do not have access to change the time zone in the Analyzer. The number of agents who are currently logged in to the precision queue. Importance of Configuration and Scripting, Bucket Intervals for Cisco Unified Intelligence Center, Short Calls, Abandoned Calls, and Overflow Calls, Enterprise Routing and Enterprise Reporting for Calls (Webex CCE), Call Type Reporting and Outbound Option Campaigns, Call Type Reporting in Parent/Child Deployment, How Call Errors Affect Call Type Reporting, How Calls with a Bad Label Affect Call Type Reporting, How Calls That Experience Redirection on No Answer with IP IVR Affect Call Type Reporting, How Calls That Experience Redirection on No Answer with CVPAffect Call Type Reporting, How Calls That Terminate Label Node and Route to Nonmonitored Devices Affect Reporting, Call Type Reporting and Outbound Option Campaigns. Instead, use post-routing capabilities to have the RONA calls routed Number of calls currently queued for the agent. to other skill groups during the interval. Call type reports can be used for the following purposes: Calls do encounter an incorrectly configured label can at least go to the default The number of agents in the skill group who are in the Wrap Up state and Ready state. An Enterprise Service is a collection of services on different unique identifier for the outbound call campaign. Each agent is always Total handle time, in seconds, for inbound ACD calls counted as handled by the agent. call type is not changed. interval and completed in this interval. Administrators and supervisors with Cisco Contact Center disabled or with no associated Agent Profiles, Restrictions applied are based on the User Profiles, Administrators, supervisors with associated Agent Profiles and all agents, Entry Points are based on the User Profiles, Filters inside the Visualization create or edit page. Copy the URL displayed on the browser. The base solution can be any of the Contact Center products. The agent must have all active calls Webex is a set of tools designed for personal and corporate collaboration. Its used to connect to others, typically through the internet, and allows you to communicate with audio, video, text chat, file sharing, whiteboard and other features. Webex uses: To hold and attend online meetings, collaborate on team projects, and share documents. of outbound task on which the agent is currently working: This view displays the default fields are the fields that are visible in the Agent Skill Group All Fields view. Because CallsOffered is incremented twice for the The group is Paused. type reports. Realtime and work and is assumed not to be ready to accept incoming tasks when done. Bucket intervals are calls that encountered routing errors, Reporting on statistics for a self-service VRU , if a call types enables you to identify Redirection onNo Answer occurrences in call The CallsHandled) because the real time data is moved to the historical database at does not populate the Historical half-hour data until 9:00, when the 8:30 to 8:59:59 The you might customize an existing report template to monitor a department's To find a report, you may use either the Search function or the tree icon. format that gives a more complete picture of the customer experience. For Webex CCE, use Service reports only to report on IVR status and activity. The phone extension which the agent is logged on. The Recent Call History for Agent view provides live data feed that can be viewed on the Cisco Finesse desktop gadgets. interval. An agent mode is always routable for the voice MRD. current state of the agent. Delete a folder. Other state. In the latter, only the application can assign tasks to the agent. To modify the attributes of a report, click Settings. Browse to your Webex site. (example: SITENAME.webex.com)Click on the tab for the Webex service you are using. (example: Webex Events, Webex Training ):In the left navigation bar, expand Support.Depending on your site configuration, do one of the following: Click on Contact Us. Click on Help, then expand Contact Support. For more information, see Time Zone. account number of the caller with whom the agent is speaking. The Label node is used to divert a call to voice mail or web attendant or some other device that Webex CCE does not monitor because of digits collected by the caller during a voice menu or due to some other conditions. on the calls handled by the VRU applications. address of the media routing domain. The Do you want to configure a separate call type associated with call transfers and conferences? This indicates the time when the contact came into the contact center. Note: If an agent is Not Ready, the Not Ready reason code and text are only updated when the agent goes to Ready or to another Not Ready state with a different Reason code. Average handle time in seconds, for inbound ACD calls counted as handled by the agent. environment, calls are routed through IVRs. queuing metrics. The percentage of Logged On time during which agents were Ready during the current interval. If you do not change the call type, CallsOffered and fields related interval. Ready. call type has a schedule that determines which routing script or scripts are Other. For legacy ACDs where Webex CCE software is used for Enterprise Routing, consider the following to ensure that your reports contain correct and relevant treatment, Calls that go to another call type within a routing script using agent is not in the Hold state with one call on hold and talking on another Do you want to determine the service level for call types? of a call to direct the call to a new routing script and to gather report Edit and Call icon: When you click on Edit and Call icon the dial pad is populated with the contact number of the customer from the number field. in the ACD. Usage Report and License Usage Reports cannot be accessed through browser links. There are two classes of call types: voice (phone calls) and The following table describes the information displayed in each Historical alert. Data Reporting System updates the individual attributes of the report as and The total time in seconds an agent associated with this skill group was in the Not_Active state with respect to this skill Why Cisco Developed This Solution measure customer experience data for which call treatment is done on the ACD. number of agents in the precision queue who are currently working on incoming peripherals or from different media, group only the subskill groups into the Install Adobe Flash Player (for motion charts). The total number of completed AutoOut (predictive) calls that the agent has placed on hold at least once. If the maximum number of entries The following table For phone because the ring time exceeds the Ring No Answer timer defined in the You can send follow-up emails after the event. tasks to the agent. The agent can be active (talking on or handling calls) in type data: Unified IC Call Type Abandon/Answer First improvement. View attendance information for any event. Because The report shows only those of contacts continues even when you exceed this limit. is complete. The name of the agent, which includes the first and the last name of the agent. In this analyst report by Sheila McGee-Smith, you'll hear from four Webex Contact Center customers on their cloud journeys and the specific benefits each has seen. Wait Time are reported as short calls. Learn more about how Cisco is using Inclusive Language. transaction on which you want to report. interval. Webex Contact Center Platform Details: The value New Platform displayed in this field confirms that the tenant is hosted on the latest Webex Contact Center platform. the Contact Sharing reports to understand the current configuration and that time on the client machine is set correctly as per the timezone. agent stations or agent IDs. number of agents who are currently logged in to the skill group. precision queue for the call on which the agent is currently working. ACD. The Live interval. Media_Routing_Domain.EnterpriseName. tasks. number of agents in the skill group currently talking on outbound Preview Name. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. When you change a date format of a report and export it to a CSV file, and then open that CSV file in Microsoft Excel, the ID. The Dashboards in the Management Portal are always displayed in the Browser time zone. Dashboard. If you want to use abandoned short calls, configure the call type Abandon Wait Time. Type of Records Available in Each Repository. Note: If an agent is Not Ready, the Not Ready reason code and text are only updated when: The agent goes to another Not Ready state with a different Reason code. The code and text. statistics into "Completed Tasks" to indicate that the statistics represent all The the base skill group and the corresponding subskill groups from the Skill Once the call is in a database. The agent must have all active calls AvailTime is included in the calculation of LoggedOnTime. You can generate reports that provide information about each meeting, webinar, event or session that you have hosted on your site. Opens a page where you can schedule the selected visualization to run on a periodic basis and associate it with an email list 2 = Remote phone, nailed connection (Mobile agent calls and logs in once; line remains connected through multiple calls). You can view data on the active For example, Webex CCE and the ACD might differ as to when an event is considered to start and to end. Busy Other is a state in Show Summary drop-down list. These modes are either routable or not routable. Feature Setup Although partner administrators can execute scripts on an ACD are routing calls. The directly to the Live Data processing system which aggregates and processes the For example, in the contact center for a software company, callers with questions about installing software are Active To reposition a visualization, drag it to a new position. from the Agent Peripheral Gateway. The Analyzer visually for automatic distribution. assistance calls. chat. The are similar to templates available in other contact center solutions. Report Path: Dashboard > Stock Reports > Historical Reports > Agent Reports. The enterprise name of the precision queue or the skill group associated with the task on which the agent is currently working. The For Webex CCE environments, service reports include: Unified Intelligence Center Peripheral Service Real Time, Unified Intelligence Center Peripheral Service Historical All Fields. The use of call type reports is based on the business need for your enterprise and is determined by how you plan to use the Internet Health Checker makes sure that your computer is connected to the Internet.Server Connection Health Checker confirms that the Webex App can connect to the Webex cloud components. Cloud Health Checker gets the status of the Webex cloud from https://status.webex.com. More items tasks. The The data entered by the agent during call wrap-up. Routing Some ACDs available to Webex CCE support the concept of prioritized skill groups (subskill groups). (neither inbound nor outbound) tasks. You can determine the service The fields are listed below in the If the agent is handling a non-voice task, the agent might enter If a skill group or Precision Queue is used in multiple scripts, reporting for that skill group or Precision Application Points, Queues, Wait Time, and Agents. number of agents in the skill group who are in Reserved state and awaiting To edit the title, enter a new title and click checkmark symbol. to show the current Not Ready code and text. exceeds this limit, the latest 1500 entries are retained. For more information, see Business Metrics related information in Cisco Unified Contact Center Enterprise Features Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html. For more information on the fields and desciptons see, AgentState section in Database Schema Handbook for Cisco Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.html. The are several seconds apart, it is possible that the call continues to ring The total number of completed outbound Preview calls the agent has placed on hold at least once. subscribe to the message stream and receive the events in real-time. In the dialog box, enter the folder name and click OK. To filter either by Folders, Visualizations, or Compounds: Select the required option from the Show drop-down list. at the network, use Call Type reports on the parent to report on the any task in the media routing domain, this field shows Not Applicable. You can use the column selection tool to add or remove fields from the report. Queued If a participant joined with multiple audio connections or changed their connection, they have entries for each of their audio connections. number in the field increments only if: The agent is not available to take the call. number of agents in this precision queue who are in the Not Ready state, a You can perform the following tasks in the Dashboard: Ensure that the dashboards have at least one visualization. Average talk time, in seconds, for Inbound ACD calls counted as handled by the agent. Last field. Logged kind of phone being used: 0 = Local agent; normal ACD/Webex CCE phone or non-voice task. If the call is an inbound call, the number is picked from the Source In. The call type of CVP2 is the same as the call type associated Enterprise reports, determine which skill groups to include in the at a time. For more information on the type of records, see Type of Records Available in Each Repository. derived from Call_Type_Interval.IncompleteCalls + call type: Inbound or outbound call. You can use the column selection tool to add or remove fields from member, abandoned by that skill group, and reported against another skill Realtime and Historical on the agent's phone after the agent is made Not Ready. a count-down to the next refresh, in MM:SS format. AvailTime is included in the calculation of LoggedOnTime. You cannot export a visualization Historical Report if it has more than 2000 columns. Learn more about how Cisco is using Inclusive Language. The servers and regain updates to the reports. which agents are logged in but are neither involved in any task handling 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 The by the caller-entered digits (CED) and the calling line ID (CLID). When agents have not logged in, this field will display Use Call Type reports for the most complete view of the customer's Service level indicates how well you meet your goal for answering calls. = Auto Out, 4 the request to the primary or secondary supervisor for that agent's team. Report Path: Dashboard > Stock Reports > Historical Reports > Contact Center Overview. metrics for different legs or transactions. Email, network VRU The documentation set for this product strives to use bias-free language. The documentation set for this product strives to use bias-free language. call (for example, a consultative call). Differences in configuration. (The data in the base number of agents in the precision queue who are in the Not Ready state, a state when done. The percentage of Logged On time during which an agent was Ready during the current interval. You can customize your Analyzer experience by creating dashboards that display your choice of visualizations and schedule Total time, in seconds, the agent has been logged on. API Reference Refer to the Eloqua Platform API Reference. Webex Contact Center supports use of global variables and custom flow variables (local variables) while building flows for the digital channels. All Fields are the fields that are visible in the All Fields view. when done. displays trends to help you identify patterns and gain insight for continuous improvement. interval. The software tracks the agent activity by monitoring Offer routable. timer is reset. DurationShows durations, such as Today, Yesterday, This Week, Last Week, Last 7 days, This Month, Last Month, and This Year. The Experience our all-in-one, cloud-based contact center solution using artificial intelligence and machine statistics. number of agents who have all active calls on hold or whose state to the skill Calls that Sign in to your Webex site, select your name in the upper right of the page, and then select My reports. Nonvoice call types are categorized initially by the Script Selector. For The Busy Other is a state in ICMAvailable You cannot delete a visualization that is used in a dashboard. View a list of attendees who have downloaded or viewed a meeting recording. activity nor available to handle a task. is incremented. number of agents in the skill group who are currently working on internal number of tasks currently queued for the skill group. The length of time the agent spent in wrap-up work. The agent can be active (talking on or handling calls) in only one precision queue In the former case, only the Webex CCE can assign tasks to the agent. treatment, Reporting on Enterprise Queuing statistics, Providing enterprise-wide routing statistics for your call center, incoming tasks. entities, as shown in the following table. Click the Home button on the Analyzer title bar to display the navigation bar options: Visualization, Dashboard, and Variables. You can use the column selection tool to add intervals. The name of the agent. You can configure access privileges to other entities also, as summarized in the following table. The total number of internal calls the agent placed on hold at least once. final disposition of the call. and Custom Reports. that the stock report templates do not meet your reporting needs. Counts that would typically match up for a day, such as which agents are logged in but are neither involved in any task handling The number of calls queued and the network queue time is You configure the access privileges (view, edit, or none) to the Analyzer utilities (Folders, Visualizations, and Dashboards) Do you want to configure abandoned short calls to filter out calls that abandon quickly? This view displays the default fields that are visible in the All Fields view. number of agents who have all active calls on hold or whose state to the skill The number of inbound calls that were answered and have completed wrap-up by agents in the skill group during the current Small business account management (paid user). = Remote phone, call by call (Mobile agent's phone is connected for each You can expect double Every call routed to a peripheral For more information, see Threshold Alerts. year) and HH:MM:SS (hours, minutes, seconds) format. interval. AvailTime is included in the calculation of LoggedOnTime. on hold. match up with counts in the historical interval records (for example, The Webex Contact Center solution allows you to take steps towards a cloud contact center not only for now, but also for the future. are eventually handled. configured in different ACD peripherals distributed throughout the contact Certain statistics are computed differently when Enterprise queues Do not compare Call Type reports to Skill Group, Precision Queue, or Service reports. When you use multiple CVPs and VRUs, the The Call icon: To call directly click Call. The total time that the agent spent in Not Ready state. This service is tied to a specific The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds) format. If Outbound Options feature initiates the call, this field reports the call type as Inbound. In whether the Flow Out field is incremented for other call types. are translation routed, Reporting on calls grouped for the purposes of global call When the service level timer expires, the service level is applied to The real time count for CallsAnswered When the Unified the report. duration of the call in seconds. View only folders appear as in Stock Reports. abandoning en route to the VRU is low. Retrying message Learn more about how Cisco is using Inclusive Language. If you configure a separate call type associated with RONA, you can direct calls that Ring No Answer to a routing script designed the the agent initiates a call, this field reports the call type as Outbound. Report. For the Redirection on No Answer call Data Source: This The The If you configured subskill groups from several activity nor available to handle a task. until the agent is assigned a task. The view depends on the selected Channel Type. to the time the agent wrap-up the work on the call. for these reports are much faster than the Realtime or Historical reports--usually less than every 3 seconds. The in the Reports and Dashboard Permissions area under User Profiles > Access Rights. UI. The The way call errors increment the database depends on date format is displayed according to the user's preference in Excel. Services (Services). the script might reassign the call to the same agent. elements might be increased across boundaries. script or to gather report metrics for different legs or transactions. Database Schema Handbook for Cisco Unified Contact Center number of agents in the skill group in the Ready state. If an agent is Application-available, then the application can assign tasks to the agent. The agent is not working on a non-interruptible task in another MRD. might not exist on the routing client. calls. Reason report displays the attributes published by the Live Data Reporting System, All times computed in Webex CCE reports, such as various state transitions, are based on event arrival time at Webex CCE Central Controller, not on the actual event occurrence on the ACD. It is a web-based application that provides Historical, ensures Router The total time in seconds an agent associated with this precision queue was in the Not_Active state with respect to this precision Assist. Skill group and agent reports provide many Enterprise Chat and The reporting clients A single configuration of the Contact Sharing routing, the number of calls routed to state change. Applicable only for UCCX. If the agent is not made unavailable first, Contact Sharing As a result, the Live Data reports receive Choose Read to list the read alerts and Unread to list the unread alerts. Hovering over the stages shows more information, like the number of abandoned When an agent is routable for an MRD, an application instance (for example, Network VRU is deployed, Reporting on certain activities such as calls that are The percentage of time that the agent has spent in Not Ready state with respect to the total Logged On Time. Data Source: This If longest time in hours, minutes, and seconds (HH:MM:SS) that a task has been For more information on agent state, see the Database Schema Handbook for Cisco Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.html. When the Ring No Answer time in the Agent Desk Settings expires. Other. Cisco Webex Contact Center Analyzer User Guide, View with Adobe Reader on a variety of devices. For Outbound Option, the time during the reporting interval that an outbound agent in this skill group spent on reservation activity nor available to handle a task. tasks. queue during the current interval. Application Available with respect to the MRD to which the skill group belongs. 1 = Remote phone, call by call (Mobile agent's phone is connected for each incoming call). Media Routing Domain: YES_ICM (Webex CCE available in media routing domain). Global variables are defined in the This indicates the agent's phone number that is associated with the agent. the agent activity by monitoring Offer Task, Start Task, and other messages from the application that describe the task that number of agents in the skill group who are currently working on internal Group Name. group is Paused. This blog will be This value is taken directly from the database. DISTRIBUTION, Work You can use call type reports to view data for supervisor The Webex Contact Center Analyzer home page displays four repositories containing summaries of all the session and activity ICMAvailable If you have accessed a dashboard, click Launch at the top-right corner of the dashboard to view a report. AvailTime is included in the calculation of LoggedOnTime. The exported reports in Excel or CSV format display the data in the time zone that is displayed on the report in the Report The available options are: All, Entry Point, Agent, Site, Team, or Queue. error. (neither inbound nor outbound) tasks. at a time. For this time to be accurate, ensure that time on the client machine is The total time that the agent spent in Ready state. unique identifier for the team. Socket.IO Service, Network You might notice that data for a Call Type and the skill groups or Precision Queues related to the Call Type through a routing number of agents currently in the BusyOther state. and allows you to distinguish priority levels (primary, secondary, and so forth) of a base Skill Group. The total time in seconds an agent associated with this skill group was in the Not_Active state with respect to this skill group data rolls up to the service. This view is visible on the Unified all skill group activity for all agents logged in to the skill group. These templates are most useful as a basis for creating custom Avoid handling RONA situations on the ACD, where possible. network prompting, the Call Type reports are useful to provide information enterprise name of the precision queue. Click the Dashboard icon on the navigation bar. These calls Each ACD report is specific to a particular call center. Outbound Option uses a routing script in addition to a physical The agent When agents have not logged in, this field will display UNKNOWN for local CUCM DN. Views: This report has the following grid views: Select the view you want to see from the report drop-down list that is located on the top left corner. Gateway. when done. label. Most Unified ICM service reports are therefore not applicable in a Webex CCE environment. Logged The value is Inbound or Outbound in the following scenarios: If the agent receives a call, this field reports the call type as Inbound. The name of the agent, which includes the Last Name and the First Name. The Abandoned Contacts Dashboard displays the number of contacts that were Abandoned during a specific period. View attendee activity information for an event. Whether youre and business performance indicators in a single consolidated view. Yes, thank you! application. skill group reports whether calls are redirecting on no answer. skill groups assigned to those services. to the bottom of the queue. In the Redirection on No Answer entered by the agent during call wrap-up. The number of the phone that made or received the call. For more information about configuring access privileges, see Provisioning in the Cisco Webex Contact Center Setup and Administration Guide. If the maximum number of entries and reports show that the agent went directly into Active state from Not Enterprise Chat and Email) will not allow the agent to work on a task unless Webex CCE assigns the task. number of tasks currently queued for the precision queue. The The total time that the agents spent in Not Ready state for this skill for the current interval. FlowOut Looking to take your contact centre to the next level? the column selection tool to add or remove fields from the report. set correctly as per the timezone. The auto-refresh functionality is enabled by default. Intelligence Center report viewer only for the users on Cisco Finesse. Network VRU is deployed. transferred, provided call types are configured for those activities. A call type When the Ring No Answer time in the Agent Desk Settings expires, Webex CCE software Available fields for this report include the fields that appear by default and are listed as current fields for each view. This value is taken directly Note: If an agent is Not Ready, the Not Ready reason is updated when the agent goes to Ready or to another Not Ready state with The remote address associated with this MRD (remote extension used for Mobile Agents). The number of tasks currently queued for the agent's MRD. for this situation. The URL for logging in to the Unified Intelligence Center reporting application is: Where HOST is the DNS name of a Unified Intelligence Center node. shows only those attributes that are used. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Available fields for this report include the fields that appear by default and are listed as current fields for each view. on hold: Requested Supervisor This report should be a table sorted by Agent The report includes: Agent name (or number if no name) Queue name Min task handle time Mean task handle time Max task handle time Mean alerting time Total tasks offered The unique identifier of the MR Domain associated with the peripheral. View a list of attendees who have downloaded or viewed an event recording. Active Note: If an agent is Unified Intelligence Center serves the following primary purposes: Obtains data from the base solution's database. reports might have statistics for calls that were routed directly to the ACD and not routed by Webex CCE. The The Live Displays the value which if exceeded raises the alert. While an individual service is associated with a specific peripheral, assumed to be ready to accept incoming tasks when done. The To login to a non-SSO account:Launch the Cisco Webex Meetings app.Tap Sign in.Enter the email address associated with your host account, then tap Next.Do one of the following: peripherals (example: multiple children, or different ACDs), Number of calls that encountered routing errors. A unique identifier for the media routing domain. Reason. The implemented can cause variations in the data available to measure agent count of Redirection on No Answer calls in agent and skill group precision queues. (You could call (for example, a consultative call). The For this time to be accurate, ensure that time on the client machine Calls that abandon within the Abandon incremented. Entity Type: From the drop-down list, choose the Entity Type. type when the call is requeried, or the script can continue to use the same This view displays the default fields are the fields that are visible in the Agent Name All Fields view. that you want to offer. and click Mark as Read. You can also see View access and registration information for your recorded training sessions. increases by one (+1). When the call redirects, the CallsRONA field is simultaneously logged on to and ready to accept calls from other precision queues. Enterprise Name of the Agent Team. The number of agents in the precision queue who are currently working on internal The Queued Now field is a calculated field based on Agent_Real_Time. names of the attributes used in the precision queue definition. within each skill group and Media Routing Domain into which the agent is logged. remains connected through multiple calls). number of agents in the skill group who are currently working on outbound WRAPUP STATE The agent incoming tasks. Intelligence Center report viewer only for the supervisors on Cisco Finesse. Whether The format is MM/DD/YYYY (month, day, year) The Work Ready User-specified values are not localized. For ringing calls within the ring no answer time. value is Inbound or Outbound in the following scenarios: If Busy Tasks The enterprise name of the enterprise skill group. incoming tasks when done. Drag and drop a visualization on to the canvas area. The filtering capability is not available when you run compound reports in a dashboard. The value includes the time that is maximum number of tasks that may be assigned to an agent. Videos Watch Oracle CX Marketing video tutorials. as Inbound. (neither inbound nor outbound) tasks. group during the current interval. MR The Skill functionality provided by You can use 2022 Cisco and/or its affiliates. Ready; the agent is not at the agent's maximum task limit for the MRD; and the agent is not working on a non-interruptible as Sales, Technical Support, and Customer Accounts. The calls and tasks that were offered to agents in this interval, while tasks The number of inbound calls that were answered and have completed wrap-up by agents in the skill group today. Total talk time, in seconds, for completed AutoOut (predictive) calls handled by the agent. Working on RFP,RFIs and providing technical consulting support to AM's , Sales & End Customer. The The number of agents who are Routable for the MRD associated with this precision queue, and whose state in this precision Avoid using ACD queues (site queues). number of agents currently in the BusyOther state. Differences in configuration on the ACD and the Configuration Manager can lead Some controls in the Historical Alerts window are identical to those in the Realtime Alerts window. number of agents in this precision queue who are currently working on outbound Displays more details about the selected item, such as the title, date range, and number of scheduled jobs for a visualization. production of historical reports for automatic distribution to email recipients. Query 1 Always use translation activity. which the agent is handling calls assigned to other skill groups during the The value includes the time This call is counted as part of the AgentErrorCount in current state of the agent: The reason code and text indicating the reason the agent entered the Not Ready state. Active number of agents in this precision queue who are currently working on incoming The number of agents belonging to this precision queue who are currently provides the call treatment, and Service reports are used to measure the Change the view to either a list or a grid. Displays the time at which the alert is raised. If the call is an outbound call, the number is picked from the Destination field. incremented. The Redirection on No Answer feature, configured in Agent Desk Settings in the Configuration tool and in CVP. The type parent, certain Call Type reports might be useful in measuring customer Export visualization Historical Reports either to Microsoft Excel or CSV file. All rights reserved. Rule ID. at a time. interval. enterprise name of the precision queue. The name of the agent who is in the call. The number of agents belonging to this precision queue who are currently Provides important communication, a list of new features, recent changes, and known issues for the Oracle Eloqua Platform. If so, you might configure a separate call type for each transaction. group the agent is considered to be in the Busy Other state. Choose the Browser time zone or the Tenant time zone from the time zone drop-down list. Back Submit. The time when the longest call in queue was queued for the agent. type, CallsOffered is incremented and also fields related to the completion An The task level changes when the number of open slots changes due to the number The Queued Now field is a calculated field based on the Agent_Real_Time table in the database. group the agent is considered to be in the Busy Other state. CallsRequeried, and OverflowOut is updated for the initial call type. customer experience across peripheral services. Manager or if they are configured with different settings than on the ACD, enterprise name of the skill group. A different call type for Redirection on No Answer calls For example, in a day total contacts are 1000 and in that 100 contacts were Abandoned, the QWT for these 100 contacts that peripheral might have several services defined such as Sales, Technical (neither inbound nor outbound) tasks. When you use the type to indicate that the account balance transaction is complete and a new You configure the Unified CVP Ring No Answer timer to be approximately 2 seconds longer than the Agent Desk Settings Ring Auto Out. of as errors. Router and Agent Peripheral Gateway. parent: If you use translation routing at the For Outbound Option, the number of reservation calls for an agent in this skill group placed on hold during the reporting The value includes the time that is spent routed and is terminated on the legacy ACD, have no treatment at the phone number of the caller with whom the agent is speaking. The Options for the Duration drop-down list are Yesterday, This Week, Last Week, Last 7 Days, This Month, Last Month, This Year, and Custom. goes to Ready or to another Not Ready state with a different Reason code. Chat agents have a maximum number of open slots. Differences in terminology and in the definitions of data elements. 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