Normal logout. You may want to record the calls that are made and received by certain users for various reasons, such as quality assurance, security, or training. The Recording Schedule configuration is available through the Call Recording module. For more information, see End a Call. Average Time. Total Hold Time: The total amount of time outdial calls were on hold. During a conference call, Agent 1 cannot put a customer or Agent 2 on hold. count. WebDownload Webex; Schedule from Microsoft Outlook; See people's availability; Install your Room or Desk device; Get started with Webex App; Record a meeting; Share files with callback requires an Agent ID to function. to see the idle codes the agent entered and how many times each code was used. The cumulative amount of time between when consult-to-queue requests were initiated and when the consultations ended. Agent 1 can start a conference call with Agent 2 by clicking the Conference button. The goal of this document is to help you understand how to enable and configure Call Recordings and Recording Management in Webex Contact Center. If the customer accepts the call, you are connected to the customer and the Interaction Control pane is displayed. Click On if you want recording to stop when a call is transferred. If your administrator has enabled the Privacy Shield feature for your enterprise, you can pause a call recording while obtaining - Call Recording A customer calling the contact center can be offered an option to receive a callback rather than waiting in the queue to connect A customer doesn't answer an incoming call. The cumulative amount of time calls were in queue, waiting to be sent to an agent or other resource. To receive requests of any media channels including new voice calls, you must change for the threshold rule check. The Wrap Up Reasons dialog box appears. For example, the agent might need to pause a potential call recording to obtain credit card numbers or other protected information. For example, consider that you transfer the call from flow1 (EP_Debit Card) to flow2 (EP_Credit Card) and For more information, see Courtesy Callback Report in the Visualization chapter in the Cisco Webex Contact Center Analyzer User Guide. You can use the Collect Digits and Set Variable activities to set the callback number, as illustrated in the callback flow. The Consult Requested state is displayed next to the timer. that it is paused successfully. For more information, see Start a Conference Call. company that delivers a digit string indicating the number the caller dialed along with the call. Tags: Define a text string and assign it to the recording. Contact Center. When an agent is available, the system initiates a callback to the customer. For example, an agent might move from Idle-Break to Idle-Email. or expand arrow to the left of an agent name to collapse or expand the data grouped by channel type. If the contact center has reached the maximum limit for concurrent calls that is set for the data center or tenant, you cannot To select the start date (the date on which the schedule becomes effective) and end date (the date on which the schedule expires), The Recording Management module can be enabled and configured for users from the User Profile configuration menu. Idle: The phone rang but was not answered within a specified period of time. Select the sites, teams, and agents you want to include in your recording schedule. The following table describes the parameters available in Webex Contact Center historical Skills by Queues reports. While the call was monitored, the monitoring supervisor coached the agent, but did not barge in on the call. You can enter the phone number in the following formats: The Desktop supports only the special characters + (plus), # (hash), * (asterisk), and : (colon) in the dialpad. With Dubber Go, users get convenience call recording. In entry point and queue reports, you can click a number in this column to display the Age of Calls in Queue pie chart in The customer's position in the queue is retained for receiving the All rights reserved. The number of times agents initiated a conference call to an agent or external number. The following steps summarize the sample courtesy callback flow: The customer contact is routed to an appropriate queue in accordance with the Menu and Queue Contact configuration. Total Time: The amount of time the agent was consulted by another agent who was on an outdial call. At the queue level, this is the The amount of time between when the call arrived at the entry point or queue and when it was terminated. Terms of Service on behalf of the customer. It is possible to do with the New Webex CC. This is a one-time activity. The total amount of time agents were logged in. agent consulting or conferencing with the party to whom the call was transferred. the Queue is active or inactive. For example, when you start consulting with the agent, the status changes to Consulting. with specific area codes. For more information, see Answer a Call. Agent 1 can initiate and end a consult call. When a customer dials in to the contact center and waits in queue for an agent, the customer can be provided with the option If your profile is configured for outdial, you can make an outdial call to the customer. flow2 (EP_Credit Card) is the active workflow: CAD variables with the same data type: If both flow1 and flow2 have a CAD variable customerID of type Integer, the value of the CAD variable customerID is copied from flow1 to flow2. The amount of time agents were in the Idle state during the time interval. Teams. the skill. You can generate a new set of public and private keys periodically based on settings specified Connected Time: The amount of time outdial calls were connected to an agent during the time interval (outdial talk time plus outdial hold interface. The number of calls that ended in the IVR but were not short calls. Whisper-Coach. three time segments. Total Hold Time: The total amount of time inbound calls were on hold. The Record All Calls option at the queue level specifies that all calls for this queue arerecorded. If the agent is currently handling a call, the name of the queue that the call came in on. The name of the team to which the call was distributed. With the paid licenses, you have access to unlimited recordings, unlimited storage, and recordings can be accessed by the administrator. You can select a static queue or a variable queue when you configure the Callback activity. Authorized users can access these recordings directly and review them using standard For more information, see Record a Voice Call. This setting only appears ifAllow Agent To Access Recordings is enabled at the tenant level. If necessary, you can also end the call. on Management Portals other than that of the initiating supervisor. outdial ANI is configured by your administrator. If the variable is marked as secure, the (Secure Variable) icon appears beside the field name in the Interaction Control pane. The consulted agent can exit the call by clicking Exit Consult, and the call continues between you and the customer. time). For more information on how to process a callback request via the Agent Desktop, see the "Courtesy Callback" section in the "Manage Voice Calls" chapter in the Cisco Webex Contact Center Agent Desktop User Guide. Click Conference to establish a three-way communication between you, the customer and the consulting agent. Team Stats - Historic Report: Enables agents to gain insights on their performance with respect to callback contacts. When you enable call recording for the first user in the organization, the You can enable the Recording Pause Duration at the Queue level. In the table, CSR is an abbreviation for Customer Session Record. In the dialog box that opens, enter a name for the customer attribute and click Save. Enable call recording for Webex Calling users. (Optional) If you are using a handset or headset, you must hang up the physical phone before you can receive the next call. The administrator creates campaigns, configures dialing mode (preview), and assigns a team to the campaign. Count: The number of times an agent went into the Idle state. Sign in to your Webex site and go to Recordings . The documentation set for this product strives to use bias-free language. If the call is not successfully connected to the customer, or is Agent 2 cannot resume or end a consult call. Possible values: The number of calls with this skill requirement that were transferred from the queue by the system. Connected Count: The number of outdial calls that were connected to an agent. Agent 2 can end a consult call by clicking the Exit Consult button, and the call continues between Agent 1 and the customer. call, but the call is not connected yet. Courtesy callback enables the contact center to offer better quality of service, and increase customer retention. The call continues between Agent 2 and the customer. in Flow Designer. are deleted to make room for new recordings. the Callback activity. The lower part of the page displays the Pruning Detail settings described in the following table. Webex Audio Not Working TroubleshootGetting to Start With. Webex consumes your using operating system by default sound- speaker and mic, but it can be altered to particular device before getting to join meeting.Join the Audio Portion of the Session. Getting to Connect with Sessions Audio. Having to Test your Speaker and Microphone. To transfer an active call to a queue, an agent, an entry point, or a dial number: You can transfer an active call to a queue, an agent, an entry point, or a dial number. Connected Calls: The number of outdial calls that were connected to an agent. Message and the Disconnect Contact activities. In the Team view, you can click the name of an agent to drill-down to the Agent view for that agent. In the case of entry-point reports, this is the Enable Pause Resume. call was distributed to an agent. Click the Monitor icon to open the Call Monitoring module where you can monitor the agent's call by when you enter your callback number and Cisco Webex Experience Management Post Call Survey, View and Change the Security Key Schedule. When editing a CAD variable corresponding to date and time, follow the supported international standard in order to save the a monthly summary) or to view half-hourly data for a day (from a daily summary). The Agent Desktop supports only the special characters + (plus), # (hash), * (asterisk), and : (colon) in the Dial Number field. After the agent accepts the callback request, the call is dialed out to the customer. You cannot end the call when the call is on hold. variable value. The number of calls currently connected to an agent. The date and time the agent signed out of the Agent Desktop. Therefore, if the courtesy callback flows to an entry point or a queue served by Agent 2 cannot apply a wrap up reason for a consulting call. You can receive a customer call if your administrator provides you the necessary permissions. Courtesy callback isn't supported with capacity-based teams (CBT). The dial number supports the following formats: US format: + [Country Code][Area Code][Seven-digit Phone Number], E.164 number format: [+][Country Code][Number], IDD (International Direct Dialing) format: [IDD][Country Code][Number]. Because queued time is If the agent does not accept the request, the request is routed to another available agent, or continues to wait in the queue dial number, consider the following: Consider the following before transferring a call to an agent: You cannot transfer a call to an agent who is in the Wrap Up state. The Record All Calls setting at the tenant level supersedes the option at the queue level. Because an agent can change the idle code while in the Idle state, the number of idle codes can exceed the number of times The following table describes the parameters available in Webex Contact Center real-time and historical agent reports. Hold Time (min): The number of minutes during which inbound calls were on hold. If Agent 1 starts a conference call when consulting Agent 2, Agent 2 will be part of the conference call. The amount of time an agent spent in the Wrap-up state during the call. The number of agents currently consulting with another agent after initiating or answering a consult-to-queue request. You can edit the phone number if required, before making the call. Click End. The customer can drop from an ongoing call with Agent 1, thereby ending the interaction. not reflected in the report. triggered between midnight of the current day and three months ago. The dial number can contain 3-14 digits and the supported special You are prompted to answer a question. Click Active if you want the schedule to become effective at the specified start time on the specified start date. Check with Cisco TAC and ensure the Tenant Privacy Shield is enabled for your tenant. All rights reserved. The total number of inbound and outdial calls. The average length of time spent handling a call (connected time plus wrap-up time, divided by number of calls). Typically te transfer is because Agent 1 can end a conference call by clicking the End Conference button or by hanging up the physical phone. consult call. If additional support is needed, please contact Dubber Support. Attempted: The number of calls that agents initiated during the time interval. Real-time Call Interval reports for Queues & Skills by Queue; Historical Call reports for Queues. feature is enabled by your administrator, the Ringing status is replaced with the Cancel button in the contact card request. Web Callback (Callback): A customer can opt to receive a callback by submitting a callback request along with a name and callback number when visiting the Connected Count: The number of inbound calls that were connected to an agent. The number of times the call was transferred by an agent. Click an entry in this column to open a window that displays the history of the call throughout its life cycle. For more information, see Monitor Calls. (If the call was both coached and barged-in on, the value of this parameter is Barged-In). Allow Agent To Access Recordings is enabled at the tenant level. If you select a different queue to make the callback, the callback request is placed at the end of the new queue. The number of agents currently in the Wrap-up state. The administrator who enabled the user for call recording is also added into how many times each code was entered. operations, Webex Calling sends information to Dubber that an announcement was played. subscription at any time. callback. Click On if you want the agent to have access to the Privacy Shield icon during call recording so that the agent can pause and resume The number of agents currently in the Reserved state, during which a call is coming in but has not yet been answered. If you do not wish to wait, then click Cancel Consult to cancel the initiated consult request. You also have these recording options: On DemandWhen a call starts, call recording automatically starts on a server. record (CSR). For blind transfer to Dial Number (DN), and Entry Point (EP) to Dial Number (DN) call patterns there may be a mismatch in % Hold Time: (Only in ADR) The percentage of inbound connected time the caller was on hold. If you don't select an outdial ANI, the default outdial ANI of your organization is used as your caller number. on the Interaction Control pane. The Webex Contact Center Recording Management module records the calls routed to the overflow destination number, but doesn't list them in the user Teams; CSR. the Callback activity parameters, see Callback. Learn more about how Cisco is using Inclusive Language. To copy a CAD variable value, hover the mouse pointer over it and then click . In the Team view and Skills by Team view of a current snapshot agent report you can do the following: Click a collapse arrow or expand arrow next to a team name to collapse or expand the list of logged-in agents on the team. The amount of time an agent spent in conference with the caller and another agent. Agent 1 can consult with Agent 2 and put Agent 2 on hold. You can select Time Based, Agent Minutes, or Storage Based Pruning Strategy. If the Allow Agent To Access Recordings option is set to Yes, agents with the proper Agent Profile permissions can access the recordings of the calls that they handled within the past 24 hours. For example, the call rings but the customer fails to answer the call. time plus inbound wrap up time by staff hours. straight_transfer: The call was distributed to a site upon arrival without being queued in the Webex Contact Center network. When the call is transferred to an entry point, the CAD variables with the same name and data type are carried forward to Average Time:(Not available in ADR or Agent Trace report) The average length of time agents were in the Idle state (Total Idle Time divided The Privacy Shield icon is displayed on the Agent Desktop only if the Privacy Shield feature is enabled in your Webex Contact Center service configuration, If you enabled Pause Resume option in Recording Schedule you can also specify Pause Duration (in Sec) parameter. The number of times agents did not respond to a consult invitation. The value of the skill requirement assigned to the call when the call was distributed to an agent. The name of the agent who handled the call or a numeric ID code if the call was handled by a capacity-based team resource threshold provisioned for the skill. email to be used for different Dubber accounts. When you make an outdial call from the Available state, there is a brief period where you might receive an inbound call while the outdial call is still being initiated. Count: The number of times an agent answered a consult-to-queue request from an agent who was handling an outdial call. Transferred and short calls are not counted. The supervisor logged the agent out. Authorized users can create recording schedules with a time period. For information about monitoring, see Monitor Calls. Total Time: The total amount of time an agent spent answering consult requests from agents. The number of calls that entered this queue after having been classified into the queue from an entry point by the IVR flow. Queue value is 85 seconds, then 85/3=28.3, which is rounded down to 20, and the chart displays time segments of 20, 40, and The time the agent picked up the phone and began talking with the caller. If an outdial call fails, the Desktop displays error messages for the following scenarios: An outdial call that you dialed doesn't connect to the customer. The Queues, Sites, and other lists appear based on your access privileges. the first agent clicks the Queue button, selects a queue from the drop-down list, and clicks Transfer. This icon displays only in the Team view and only if the agent is in the Connected state and your user profile authorizes (Optional) Choose an outdial ANI from the Select Outdial ANI drop-down list. rejected by the customer, it isn't retried. The subset of transferred out calls that were transferred by the agent to another agent or an external DN without the first Check with Cisco TAC and ensure the Tenant Privacy Shield is enabled. As an administrator, you can allow Dubber to record all incoming and outgoing calls for specific users in your organization. The following figure illustrates a sample (Optional) Click Start Recording to manually resume recording at any point in time. Whether or not the call was recorded by Webex Contact Center through the optional call recording feature. In the Skill view of the current snapshot agent report you can do the following: Click a collapse arrow or expand arrow next to a skill name to collapse or expand the list of logged-in agents who possess the Dubber account as an administrator. Your administrator marks the variables containing sensitive information, such as personally identifiable information (PII) Teams: Choose one or more teams. for your enterprise: In the Management Portal navigation bar, choose Recording Management > Others. 3. third-party utilities. Learn more about how Cisco is using Inclusive Language. The value of the skill requirement assigned to the call when the call was distributed to the agent. short_call: The call was never connected and the total duration of the call was less than the specified Short Call threshold. number of calls that are currently in queues fed by the entry point. For example, if a recording schedule Snapshot/Skill view; Real-time Skills Interval by Team. and contact your partner. For more information on ANI, see Outdial Automatic Number Identification (ANI). For example, when you are consulting in the Short Call threshold provisioned for the enterprise. The number of agents in the Connected state who have placed the caller on hold. By default, the search page lists all of the recordings. When Agent 1 consults with Agent 2, the customer is put on hold. Only a single attempt is made for the courtesy callback. This capability can be granted under User Profiles. Hold: The agent placed a connected call on hold. Based on the answer, you are prompted to traverse through the next set of questions in the call guide. The number of inbound calls the agent transferred to another agent, queue, or number. Agent 1 can transfer a call to Agent 2. Not Responding: The agents phone rang but the agent did not answer within a specified period of time. This is because tenant settings supersede queue settings. If the End Call queue, based on the contact's position in the queue. time elapsed since you initiated the preview campaign call. value are deleted. The number of agents currently consulting with another agent. The actual value that triggered the alert. ICE (Media optimization) and Call Recording are both features that independently introduce a small audio delay at the beginning of the call and when used together the audio delay is slightly longer and more noticeable to customers. Click each icon corresponding to the day on which you want the schedule to run. If the Record All Calls option is set to yes, all inbound and outbound calls are recorded for the tenant. Historical Call reports for Queues, Sites, & Teams; CSR. All Webex Calling customers have access to the Dubber Go - free subscription. The number of calls that ended during the report interval. The documentation set for this product strives to use bias-free language. If set to No, call recordings still could be enabled based on settings for each queue or by using the Call Recording Schedule. You must have accepted the call request. When migrating from a paid to a free subscription, unlimited retention ends and recordings are deleted after 30 days. until an agent is available. When the consult call request is accepted by an agent, two Interaction Control panes are displayed on your desktop along with the variables. Else, only Agent and Dial Number options are available. Total Time: The total amount of time agents were connected to outdial calls. For more information The cumulative amount of time agents spent in the Wrap-up state during the call. The chart displays the number of calls that have been in the queue for the length of time represented by The number of calls that are currently in the IVR system. The following table describes the parameters available in the Usage Metrics Report. The documentation set for this product strives to use bias-free language. Total Time: The total amount of time an agent was in the Outdial Reserved state. Agent 2 is dropped from the call without wrap up. The cumulative amount of time calls were in the IVR system. The following table describes the available parameters. Supervisory logout. Average Time: (Not in ADR or Snapshot/Agent view or Agent Trace report) The average length of time agents were in the Available state To select date and time, click the (Date Picker) icon or click on the field. and condition, the Dubber account is created for your Webex Calling organization. Historical Agent Summary & Interval reports; ADR; Agent Trace report. If the call is not answered, it is included in the Abandoned or Disconnected Attempted Count: The number of times an agent attempted to make an outdial call. For more information, see Transfer a Call. When you choose a queue, agent, or (Appears only if your enterprise uses the Multimedia feature.). To reset all lists and fields, and start over again, click Reset. To make an outdial call from the Agent Interaction History pane: You must apply a wrap up reason for a voice call. The number of calls that were terminated while in queue within the Service Level threshold provisioned for this skill. You can access ivr: The call was handled by the IVR but the caller disconnected before the call was transferred or parked. The number of calls that were answered within the Service Level threshold provisioned for this queue or skill (in a skills In Recording Schedule you can configure the following parameters: Authorized users have the capability to edit call recording configurations. Below is the list of key Queue level settings. Receive a courtesy callback: The customer's position in queue is retained to receive a courtesy callback. Count: The number of times an agent sent a consult request to another agent during an inbound call. The consulted agent can exit the call by clicking Exit Conference, and the call continues between you and the customer. Security Keys - Allows authorized users to access the Security Keys tab to view and change the schedule for generating security key pairs. Your administrator defines the workflows, queues, and entry points based on your organizational requirements. To retrieve the previously saved values, click Revert. In addition, agents can gain insights on their callback statistics via the "Team Stats- Historic" Agent Performance Statistics (APS) report. The amount of time spent handling the call (Connected Time + Wrap Up Time). The number of logged-in agents who are currently in the Available state. to record voice calls. state (Total Time divided by Count). a call to an entry point, you can transfer the call to an entry point associated with the current workflow or a different Average Time: (Not in ADR or Snapshot/Agent view or Agent Trace report) The average length of time agents were in the Not Responding state The status of the incoming call is displayed Optional comments, if any, entered by the supervisor who acknowledged the alert. A month is defined as 31 days, and one additional day is added to the total number of days before the recordings are deleted. The customer All rights reserved. when the call was sent to an agent. provisioned for the enterprise. This setting is selected when enabling Privacy Shield for the tenant. The number of calls that were sent to the overflow number provisioned for the queue and were answered. You can also use the features of the optional Webex Contact Center Recording Management module to search for and play recorded files. The result set will contain details of calls handled for those You can filter the search based on tags by selecting them in the Use of this API is only valid when a call is being recorded and the user's call recording mode is set to "On Demand". The time segments are derived by dividing the Longest Time in Queue value by three, rounding the resulting 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. Callback requests are routed to you as an incoming call request. report) or skill (in the skill rows of a skills-by-queue report). as the inbound call, or a different queue to make the callback. transferred: The call was transferred by an agent. Click the name of an agent to drill-down to the Agent view for that agent. Total Time: The total amount of time an agent spent answering consult-to-queue requests from agents handling outdial calls. Count: The number of times an agent answered a consult request from another agent handling an inbound call. The following activities enable you to configure the callback: Menu: Configure a callback menu to enable the customer to choose a callback number. Check this check box to specify a time interval for automatically generating a new security key pair. more information, see Edit Call-Associated Data Variables. Users will see an icon on their Multiplatform phone and the Webex app showing that a call is being recorded. For more information, see Initiate a Consult Call. For more information, see Start a Conference Call. 2022 Cisco and/or its affiliates. number when visiting the contact center website or interacting with a chatbot (Virtual Agent) on the website. Consult-Answer: The agent answered a consult request from another agent. From the calendar view, point to the schedules beginning date and click the Create link that appears in the upper-left corner of the date box. After you edit the CAD variable values as required, click Save. Total Time: The total amount of time an agent spent in the Available state. You can make an outdial call when you're in the Available state or any Idle state. Administrators and Supervisors can download recordings of calls that were handled by Agents. Experience our all-in-one, cloud-based contact Authorized users can select which queue, team, site, and agent they want to record, and for what time period. as Ringing. with special characters in the dialpad, the Desktop retains only those special characters that are supported, and removes all other special characters before allowing you to On the upper part of the dialog box that opens, the list of tags assigned to the recording is displayed on the right and a Hold and resume the active call. corresponding CSR is updated after the agent selects the wrap-up code for that call. If you wish to transfer the call immediately (blind transfer), select either Agent or Dial Number and click Transfer. To edit, click the (Edit before Call) icon and edit the phone number displayed on the Dialpad, and then click Call. Average Time: (Not in ADR or Agent Trace report) The average length of time agents spent answering consult requests (Total Consult Answer Total Time: The total amount of time an agent spent consulting other agents during inbound calls. When you receive a call request on your desktop, use your physical phone to answer it. This feature is not available for users who purchased the service on Ensure that the administrator has set up the inbound entry point and queue for courtesy callback. Please be aware that the Recording Schedule option is ignored If the record all calls option is enabled at the tenant or Queue level. protected information. Snapshot/Agent view; Real-time Agent Interval reports; Historical Agent Summary, Agent Interval, ADR, & Agent Trace report. option during peak hours or non-working hours of the contact center. queue for courtesy callback. skill (in a skills interval by queue report), divided by total calls (including abandoned calls) multiplied by 100. The DNIS digits delivered with the call. Cisco Webex Contact Center Setup and Administration Guide, View with Adobe Reader on a variety of devices. If your enterprise uses the Multimedia feature and the report includes more than one media channel, you can click the a collapse This is because tenant settings supersede Queue settings. The number of calls that were terminated within the Short Call threshold provisioned for the enterprise without being connected The number of calls that were sent to a queue. Be sure to instruct agents about this feature. The Recording Management > Search Attributes page provides access to controls where you can perform the tasks described in the following topics: The Tags section of the Recording Management > Search Attributes page enables authorized users to create and export a list of tags that can be assigned to recordings (see Assign and Remove Tags). To start a three-way conference call between you, the customer and another agent: You must have initiated a consult call. % Time: (Only in ADR) The percentage of time the agent was connected to an inbound call. The number of agents currently logged in or, in the Skill view, the number of agents currently logged in who possess the skill. In the dialog box that appears, you can filter the search results based on Recording Duration and Call Attributes: Filter by Recording Duration: You can enter values in the Recording Duration fields to specify the minimum and maximum length of the recording to search for. On accepting the terms by Hold Count). This setting is selected when enabling Call Recordings for the tenant. % Time: (Only in ADR and Agent Trace report) The percentage of time the agent spent answering consult requests. Although this metric is visible for outdial calls, it is not meaningful for outdial calls. Under Advanced Settings, you can specify weekdays and time intervals to record calls. The amount of time the call was on hold in this queue (for a queue CSR) or in all underlying queues (for an entry point CSR). For Cisco Webex Contact Center Setup and Administration Guide, View with Adobe Reader on a variety of devices. A and Agent B) edit the same CAD variable at the same time and Agent A saves the value. Average Time: (Not in ADR or Snapshot/Agent view) The average inbound connected time (Total Time divided by Connected Count). However, Time Based is the only supported strategy. For more information, see Hold and Resume a Call. 2. recorded before this change are still maintained on the Dubber platform. All call recording schedules for that queue are displayed. Thus, 1 month means 32 days; 2 months means 31 days x 2 + 1 day = 63 days. number of inbound calls). You can view the customer's contact information before making the campaign call. If your enterprise uses the threshold alerts feature and your user profile authorizes you to view alerts, you can use the You can configure a confirmation message that the callback is registered and then disconnect the contact, by using the Play In the Snapshot/Agent view, you can rest the cursor over a number in this column to see the wrap-up codes the agent entered access and manage their recordings from their Dubber portal. resource) during the report interval. to opt out of the queue and receive a callback instead. LoggingInAnotherInstance. Snapshot/Agent view; Real-time Agent Interval/Agent-level. customer. The number of calls that entered this queue after being transferred into the queue by an agent who clicked the Queue button, selected a queue from the drop-down list, and clicked Transfer. Snapshot/Agent view; Historical Agent Summary & Interval reports; ADR. Average Hold Time: (Not in ADR or Snapshot/Agent view or Agent Trace report) The average hold time for inbound calls (Total Hold Time divided This module allows authorized users to search and play recordings. In Flow Designer, your administrator configures the variables, labels of the variables, and the order in which they must appear It can be found from the Users page by going to Calling > User Call Experience > Call Recording > Show call recording platform information. Time divided by Consult Request Count). Queue Duration (sec): The number of seconds during which calls were in a queue. When the limit is reached the oldest recordings beyond the specified storage Historical Agent Summary & Agent Interval reports; ADR; Agent Trace report. When an agent puts a caller on hold, recording of the caller's audio continues. This setting specifies the recording pruning strategy for the enterprise. Click the ellipsis button beside a listed recording on the Search Results page and click Tags. arrow or expand arrow to the left of a team name to collapse or expand the data grouped by channel type. Real-time Agent Interval reports & Skills Interval by Team. connected time is not calculated until the call is terminated, the connected time for a call that is still in progress is Talk Time (min): The number of minutes during which an agent was talking with a party on an outdial call. Average Time: (Not in ADR, Agent Trace report, or Snapshot/Agent view) The average length of time agents were in the Wrap-up state after transfer_error: The call could not be transferred to the agent. Wrap Up: The call ended but the agent was not ready for the next call. the call to you, and a timer indicating the time elapsed since you received the call. The sum of all calls transferred from this queue to an agent, external DN, or another Webex Contact Center queue: The number of calls that were transferred to this entry point by an agent. 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