The email address of the administrator who added the user, if applicable. Duration (in GMT) of how long the meeting lasted. Your current status is displayed in the footer and you can see all of the call queues you're part of from there. Sometimes barred. If enabled, make sure to enter the Wait Message Mode in the next column. The unique ID of the Control Hub organization that the report belongs to. You can use this report to help users on how they can reduce their system CPU usage to have a better meeting experience. The trigger could be for this particular call or redirected via a different call. Group call management is an advanced call queue capability that makes it easy and affordable to support high call volume and 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. The Webex Calling location of the user for this record. The email address of the user that signed in to the Webex App client. Call queue names within the same location need to be uniquely identifiable. Each date that you select has their own set of data. The session will cover some of the latest Group Call Total number of minutes for participants who joined meetings using VoIP. If the licenses were assigned to the user successfully or unsuccessfully. Overview Custom templates Manage reports The average video latency for the duration of the meeting, in milliseconds. The calendar date for the recorded data. If a bot hasn't had any activity during a certain date, then those dates don't show up in the report. If you have less than 90 days in your subscription, then the average is based on the number of days the subscription has been active for. Enter the number of minutes for which the estimated wait is played. Report this post With Webex Calling, you can set up a call queue for an automatic, seamless call waiting setup that suits your organization type, size, and/or call volume. For phones this might be "Samsung Galaxy S7". The maximum amount of rows is 1,000 (not including the header). For example: UnconditionalCall Forward Always (CFA) service, TimeOfDayCall scheduled period of automated redirection. These features allow you to organize groups of agents that receive calls based on the configuration. The field Relatedreason=. It is important to know the mandatory and optional columns, and information that youll need to provide when filling out the queue or edit an existing call queue. This report is only available if your organization has an active true forward eligible subscription. It's possible (and relatively common) that this changes over the course of a meeting. call queues are in a different locations, they can have the same call queue name. CF/busy or Voicemail/busy. You can change the call routing pattern of your existing call queue. UnavailableTo a Voicemail, when user has no App or device, UnknownCall Forward by phone with no reason. 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. This report shows aggregated data for each activity of each user during the date range that you select. Enter ADD to add the alternate numbers you list in this row. This report isn't available in Webex for Government organizations. For example: SIPCalls that are made To or From a mobile phone using Webex Go or Calls from a non-Cisco client endpoint that joins via SIP. If the attendee joined the meeting using a Webex Room or Desk Device. FollowMeAutomated redirection to a personal redirecting service. The amount of time in seconds that the call lasted. OriginatingIdentifies the trunk for inbound calls from an on-prem deplmoyment 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). The number of hours the device was used for a call. Youre cross-launched to the Calling Admin Portal where you can generate a call queue report. NThe host didn't enable simultaneous interpretation for the meeting. You can either export your current call queues, which allows you to add, delete, or modify your existing data set, or you When your administrator makes you a member of a call queue, you can check and change your call queue status in Webex App. A full-screen window appears. A unique identifier for the site associated with the call. Number of spaces in your organization that has at least one user from the external domain. Average number of minutes that callers spent waiting for the next available agent to answer the call. If you include the previous day and the same day in the time range, then the report may also include partial data, depending on your time zone. If enabled, enter the ring patter in the Alternate Numbers Ring Pattern column. 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. Bobs Terminating CDR would be, Calling line ID = Alice, Usertype = User, Redirecting number =
, Original reason = Deflection, Redirect reason = Call Queue. Call service type that participants used to join a meeting. The total number of minutes that participants enabled video for. Use this report to see details of every device in your organization and what they're being used for. The possible values are: Provides details about the total number of meetings hosted within the selected date range. The highest value of video packet loss for the duration of the meeting, in percentage. CF/Selective, UserBusyDND enabled or user willingly declined the call. Total number of minutes for participants who called in to meetings using PSTN. Webex Calling Organization Settings - Read the List of Call Queues | Webex for Developers Cookies allow us to optimise your use of our website. When pre-translations have no effect, the dialed digits field contains the same data as the called number field. only. Enter the first name to display for the call queues calling line ID (CLID). Key features bring value to all parties in the group calling service chain. The callIds and information in the Webhook notifications can be used in conjunction with the Webex Calling Call Controls API to build feature rich calling applications. meaning the person was given a heads up or asked if they're interested in taking the call and then transferred. 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 . Select the alternate source file in Control Hub. This number reflects the aligned value used to identity a True Forward. HuntGroupA hunt group based call to an agent or a user (denotes a member of the hunt group). Call Queue. Agent Report Parameters The following table describes the parameters available in Webex Contact Center real-time and historical agent reports. Carols Originating CDR would be, Called line ID = Carol, Usertype = CallCenterPremium, Redirecting number = , Original reason = Deflection, Related & Redirect reason = Call Queue. Average number of agents that actively handled calls. You can use this report to see which agent gets the most calls and information about their calling stats. IT admins can track this value throughout the contract term, well before the period in which the subscription is due for a potential change. Whether or not the participant shared their screen during the meeting. Provides details about calls routed to auto-attendants after your business regular hours. 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. 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. 3. Make calls for business on your phone or desktop. The call is also included in your call history. For example, if a participant or device disconnected from a meeting and then rejoined, then the count is 2. Means that a push notification was sent to wake up the client and get ready to receive a call. The number of meetings scheduled and hosted by this attendee within the reported time period. The number of licenses allocated to users at the reported date. This report shows details about how users were added to your organization and how licenses were assigned to them. Use this column to activate or deactivate the call queue. The keypad digits as dialed by the user, before pre-translations. If hosts are scheduling meetings with a Personal Room invitation URL, then those meetings wont be included in the report. AutoA license template assigned the license to the user automatically. Call Controls. The caller ID is used when call forward is enabled The number of licenses allocated to users at the reported date. Group Call Management brings advanced call queue capabilities to Webex Calling, at no extra cost, helping your business better serve its customers 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. Join or unjoin a queue by toggling it on or off. Click the More button next to the custom template you want to delete. You can see who hosted the meeting, when the meeting started and ended, how many participants attended the meeting, if the meeting was recorded, and more. Alphabetic or numeric geographical code that the participants used to dial in to the meeting. Agents can be users or workspaces. 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. This can change over the course of a meeting, however, only the initial microphone used is reported. If the meeting was scheduled as a Webex Meeting, Webex Event, or Webex Training session. Both Alice and Bob would have the same Correlation ID field to filter the call legs. From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features. This is the start time of the call, the answer time may be slightly after this. The average number of unique active hosts for the preceding 90 days of the reported date, rounded to the nearest whole number. How long the participant joined the meeting for in minutes. CF/busy or Voicemail/busy. The total number of minutes that video was enabled by the participant in the meeting. The unique ID of the user in the Microsoft Teams client. Wrapping upYou're near the end of your shift but you can still receive calls. If this field is blank, then the device was deleted from your organization. The date and time of when the meeting will start (GMT). Wrapping UpYou're near the end of your shift but you can still receive calls. The average audio packet loss for the duration of the meeting, in percentage. Average number of minutes that agents were actively talking on calls. So, if you see a toggle greyed out, it means you can't make a change for that queue. In the side panel, beside Settings, click Manage . Enable or disable to play a message when callers first reach the queue. SIP_NATIONAL An outgoing domestic call within the user's region. A unique identifier for the organization that made the call. Unique active hosts are hosts who started at least one Webex meeting on the reported date. Enter the number of rings to wait for the currently hunted agent to answer before hunting to the next available agent. This is a unique identifier across Cisco products. This centralized collaboration management portal offers us troubleshooting In the Template section, select which template you want to customize, enter the name for the custom template, and add a description. Enter the interval in seconds between each repetition of the comfort message played to callers in the queue. An extension that got dialed and a mis-dialed keypad digit from a device or app. Number of calls that overflowed because the queue limit was met. Select the agent skill level for the assigned agents. SIP_INBOUNDInbound or Incoming call. The average end-to-end audio packet loss for the duration of the meeting, in percentage. The percentage of the duration participants used TCP connection for a VoIP call. Make the necessary changes to the spreadsheet. Last known date of when a user from the external domain sent a message in a space in your organization. Depending on the schedule for the report, select Generate Report or Schedule Report. It could be because of situations like force lock or because of a session audit failure. Click Call Queue, and then find the call queue from the list. About. If distinctive ringing is enabled, choose the distinctive ringing ring pattern. it plays after the welcome message and before the comfort message. 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). Number of inbound calls to the agent that were distributed by the call queue. Product: Webex Calling, Webex for Service Providers, Webex App Operating System: Windows Desktop, Mac, Android, iOS For: User Subscribe September 23, 2022 | 5753 view (s) | 18 people thought this was helpful Webex App | Change your call queue status The date and time of when the meeting series will end (GMT). I have a problem with Webex Average number of agents assigned to call queues. The name of the product for the reported licenses. Enter the default number of call handling minutes. Total number of minutes that an agent spent handling calls. For example, if your subscription started on July 5, 2020, then the next period would start 30 days later, on August 4, 2020. We recommend Webex Contact Center for customers that Keep track of your calls and voicemail through call history and find and connect with your colleagues through the in-app directory. This report is only available if your organization has an active true forward eligible subscription. Extension number assigned to the call queue. No, manage cookie settings Reject Accept Review PRS Reports, Impact . The unique ID of the administrator who added the user. An organization has an organization-wide default Calling Behavior that may be overridden for individual persons. Provides information about external domains and external users collaborating in your organization. From the footer of your app, click Queues. Audio type (in numerical value) that participants used to join a meeting. Mandatory (if extension is left blank) Optional. Dubber Go will provide all Webex Calling users with unlimited call recording available for download and replay for 30 days from the Dubber cloud. The operating system that the app was running on, if available. The highest value of audio jitter for the duration of the meeting, in milliseconds. Only E.164 numbers are allowed for CSV import. Enter the limit for the number of calls the system will keep in queue, waiting for an available agent. You'll still keep any previously generated report of that custom template. The version of the client that the user (of this CDR) is using to make or receive the call. The brand name and model information for the speaker that was used during the meeting. Peak Analytics for Webex Calling is a cloud-based reporting add-on for Webex Calling that enables historical visibility for your contact centre. updates and upload. This report doesn't have a date range selection. VoIPParticipants who joined a meeting using internet for audio. If enabled, make sure to enter the number of seconds in the Comfort Message Time column. The amount of time in minutes that the call lasted. This is a unique identifier across Cisco. Last known date of when a user from the external domain joined a space in your organization. Under Actions, click More next to the report you want to download, and then select Prepare for download. DeflectionIndication that a call was redirected. The name of the device used to join the Microsoft Teams meeting. Whether or not the user has an administrator role for the Webex site. During the most challenging moments of the pandemic, it was fundamental. Number of Users from Your Organization in External Spaces. The number of minutes that the webinar lasted for. Your report may take up to 24 hours to generate, depending on the size of the report and how many reports are queued. Click Call Queue, and then select the call queue to edit from the list. The count of unique active hosts on the calendar date. Might be based on factors like a specific time, specific callers or to a VM. You can use these reports to see details for each meeting, how often users are messaging each other, details for Webex Calling calls and call queues, how often Webex devices are used, onboarding information, and more. 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. Total number of minutes that calls were placed on hold by agents. The time (GMT) of when the call was made. The caller ID is used when call forward is enabled If enabled, agents will hear distinctive ringing when they No need to worry anymore about the expense and complexity of managing a phone system infrastructure on your premises. You can create up to 50 custom templates and only you can view your custom templates. It always takes precedence over Call Forwarding. The number of files shared in all spaces by the user. 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. You can add and manage call queues in bulk using a call queue CSV. This field shows if a breakout session was started during the meeting. But even today, it allows us to follow students in other parts of the world or who need not physically come to the University. This report shows detailed call history data. You must have either a phone number or an extension. Each date that you select has their own set of data. The type of meeting that took place. NORMAL, LONG_LONG, SHORT_SHORT_LONG, SHORT_LONG_SHORT, Alternate Number Distinctive Ringing Enable. Call forwarding settings for a call queue cant be modified in bulk. The phone number for participants who joined a meeting through CCA, PSTN, VoIP, Edge Audio, or Fallback. UnknownUsed when the call has partial information or is unable to gather enough information about the party who released the call. and calls are forwarded out. Total number of minutes that the agent spent actively talking on calls. a zipped file with multiple CSV files included. Alices Originating record would be Called line ID = Bob, Bobs Terminating record would be Calling line ID = Alice. Data isn't captured for calls based in Cisco Unified Communications Manager (CUCM), Cisco Dedicated Instance, and Cisco Webex Cloud-Connected UC. RemoteUsed when the far-end party releases the call first. For room devices this might be "Cisco Webex Room Kit". At least one participant called into the meeting using audio connection through a computer. For incoming calls, it's the calling line ID of the calling party. Bob = Callee / Terminating ). To use this endpoint the org needs to be licensed for the Pro Pack. Enter the call queue extension. Alice takes about 20 seconds to call Bob. You can customize existing templates by reordering or removing columns to view the data that you want to focus on. Whether the call was inbound or outbound. The report shows data on all platforms that a user signed in to Webex App on. A period is defined as a 30-day cycle that starts on the day your subscription was activated, and corresponds with your billing cycle. address. Inbound trunk may be presented in Originating and Terminating records. Indicates which party released the call first. Enter the call queue routing pattern. can export a sample set of call queues. To generate these reports with an API, see the Reports API or Report Templates API developer page. The number of participants who joined with a Webex Meetings client and turned on their video during the meeting. If above column is set true, then by default is 60. For example, if Bob@external.com is in 3 different spaces in your organization, then this column will show 3 as the value. This can happen for calls made from and to Webex devices. LocalGatewayA local gateway based user who made or received the call. When the report is generating, the status column changes to In Progress. The date that the device was used to join the Microsoft Teams meeting using VIMT. Device online status from the last 24 hours. 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